In case of dissatisfaction with our services, please contact us by phone, email or in writing at:
Phone: +48 22 276 26 00
Mon.–Fri. 8.00 a.m.–6.00 p.m.
E-mail: reklamacje@colonnade.pl
Colonnade Insurance S.A. Branch in Poland
ul. Prosta 67
00-838 Warszawa
How to file a complaint?
Please submit your objections in writing.
To help us respond to your complaint, please enter the number of your insurance policy or claim filed as well as your full name. Please send the described event by e-mail or by traditional mail to the address indicated above.
Under what legislation does Colonnade process complaints?
We handle all complaints in accordance with the guidelines and regulations for handling complaints contained in the following documents:
- Act of August 5, 2015 on the processing of complaints by financial market entities and the Financial Ombudsman (Journal of Laws 2017.2270, as amended).
- Act of December 15, 2017 on insurance distribution (Journal of Laws 2017.2486, as amended),
- Article.14 of Directive 2016/97 of the European Parliament and of the Council (EU) of January 20, 2016 on insurance distribution
The settlement of complaints at Colonnade is also based on Recommendation BoS 12/069 of the European Insurance and Occupational Pensions Authority (EIOPA) as well as Recommendation Luxembourg Commissariat aux Assurances (CAA) 14/1 on EIOPA guidelines for the handling of complaints by insurance companies of January 7, 2014 and Regulation Luxembourg Commissariat aux Assurances (CAA) No. 19/03 of February 26, 2019 on out-of-court settlement of complaints.
How long will I have to wait for the response?
We will respond to your complaint within 30 days of receiving it, and in particularly complicated cases preventing the complaint from being dealt with, within the above deadline, communicated in a separate letter, we will examine the complaint within 60 days of its receipt. The response to the complaint can be sent by e-mail if the applicant has requested and indicated an e-mail address.
What can I do more when I disagree with the decision?
If you do not agree with our decision, you can contact:
a) locally to Polish Branch Complaints Manager (e-mail: reklamacje@colonnade.pl) or globally to Colonnade Complaints Manager (e-mail: complaints@colonnade-insurance.com),
b) the Financial Ombudsman,
b) the Polish Financial Supervision Authority, which supervises the activity of the Insurer,
c) the Municipal and District Consumer Ombudsmen.
If you do not agree with our decision, you can also institute a legal action for claims arising under the insurance agreement. You can institute them either on the basis of general provisions, or at the court appropriate for the place of residence or registered office of the other insured or the beneficiary under the insurance agreement, and in the case of claims of heirs of the Insured or the beneficiary under the insurance agreement — at the court appropriate for them. Claims arising from insurance agreements expire after 3 years.
The Financial Ombudsman (www.rf.gov.pl) is the entity authorised to conduct out-of-court consumer dispute settlement proceedings. The participation of the insurance company in the initiated proceedings is compulsory.
Out-of-court dispute resolution
The consumer has the right to use the procedure of out-of-court dispute resolution, in accordance with the Act of 23 September 2016 on an out-of-court resolution of consumer disputes.
The Financial Ombudsman is the entity authorized to deal with out-of-court resolutions of consumer disputes (website address: www.rf.gov.pl).
You also have the option of contacting Luxembourg's supervisory authority, the Commissariat Aux Assurances (CAA), for alternative dispute resolution. For more information on the alternative dispute resolution methods offered by the CAA, click here.
Moreover, in the case of an insurance contract concluded via the Internet, the consumer has the right to use out-of-court dispute resolution and make a complaint via the EU ODR online platform, available at: http://ec.europa.eu/consumers/odr/.