Reaction deadlines

Note: We distribute our insurance through Insurance Advisors. In certain cases (for example, in the event of a complaint), we provide a response directly to an (end) customer.

We use the following response times:

1. Answering customer information requests about existing and new insurance policies.

We respond to information requests as soon as possible, no later than within five working days.

2. Accepting new insurance policies and modifying and canceling existing insurance policies.

We will respond as soon as possible, no later than within five working days, to new requests, change requests, and cancellation requests.

3. The provision of underwriting tasks and documents, such as: issuing policies and insurance certificates (new and existing insurances).

We will provide these documents and insurance certificates as soon as possible, no later than within five working days.

4. Damage handling and insurance payouts.

We provide a response to new notifications and questions about ongoing notifications within five business days.

5. Complaints Handling

We respond substantively to a received complaint within ten working days. Sometimes we need more time to investigate a complaint. In that case, we send a response indicating how much time we need.