Rules for admitting the complaints

The Polish Insurance Ombudsman represents the interests of  people, who are entitled to indemnification due to the insurance contracts, including victims of car accidents as well as members of pension funds. The Polish Insurance Ombudsman represents consumers (individuals), as well as small, medium and even large enterprises.

You may file a complaint to the Polish Insurance Ombudsman whenever you feel unsatisfied with the decision of a Polish insurance company concerning your claim. When the Insurance Ombudsman receives a complaint, the complaint is analyzed by an expert of the Insurance Ombudsman Office. If an expert finds the complaint reasonable, a letter is sent to the insurance company asking to provide its position in writing. Insurer is obliged, according to the provisions of Polish law, to respond within 30 days. If the position of an insurer is unjustified or illegal, our expert continues the settlement procedure and states the laws and regulations that should be enforced and also the recommended actions that should be undertaken by the insurer. Insurer is not obliged to comply with the recommendation of the Insurance Ombudsman. If the insurer does not comply with the recommendation, a legal opinion is sent to the complainant that may be an evidence in a court proceeding (traditional court).

In order to make it possible for the Insurance Ombudsman to settle a dispute with the insurer a written complaint is required. The exceptions  are e-mails with a digital signature.

Every complaint must include:

•    The last and the first name of the complainant,
•    The address of the complainant,
•    Phone number of the complainant,
•    Polish identification numbers (PESEL, NIP) and the number in Open Pension Fund (applies to the members of the retirement fund).

In case if one person represents the other person’s interest a written authorization (power of attorney) is required as an enclosure of the complaint.

A complaint should include:

•   Description of the actual state of  the case and any actions taken so far in this matter,
•   Reasons why complainant does not agree with the decision of the insurance company,
•   Arguments/evidence proving a claim against the insurance company,
•   Statement as to the way complainant wants the Insurance Ombudsman to deal with complaint (action undertaken in the insurance company or a legal opinion on a particular matter).

A complaint should be accompanied by copies of correspondence with the insurance company or other documents proving the claim.

In case complainant does not have any documents, the following information is required:

•    The full name of the insurance company,
•    Type of the insurance,
•   Policy number, date and the place of the insurance accident.

Lack of  required data makes it impossible for the Insurance Ombudsman  both to provide its opinion on the particular matter as well as to consider a  possible intervention in a case.

All complains and letters which are sent to the Insurance Ombudsman’s office are subsequently analyzed by experts, who give complainant actual information about steps taken in a particular matter in writing or as a courtesy copy.

The complaint should be sent to the following address:

Biuro Rzecznika Ubezpieczonych
Al. Jerozolimskie 87
02-001 Warszawa
Polska/Poland

The most frequent  problems are:

•  denial/partial denial of a claim by the insurer,
•  delay in settling claims by the insurer,
•    delay in assignment of a premium to the Pension Fund.

All the observations and remarks concerning the way an insurance company settles Your claim present  valuable hints for the Insurance Ombudsman during  investigation of the individual cases and also other actions undertaken by the Ombudsman on the insurance market.

Investigation of the individual complaints is the widest area within which the Insurance Ombudsman operates.

If you are looking for a quick response to your question about insurance you can call our helpline under the number +48 22 333 37 328. The helpline is usually available between 8.00 a.m. until 4.00 p.m. and 5.00 p.m. until 7.00 p.m. The phone line operates in Polish language only.

We also respond to e-mail enquiries. You can send your question to: biuro@rf.gov.pl The response to you e-mail enquiry may take up to three weeks.

Personal data given when lodging a complaint will be processed by the Insurance Ombudsman with a registered seat in Warsaw, Al. Jerozolimskie 87, (according to the Polish law of August 29, 1997 on the protection of personal data Journal of Laws  2002  No. 101 item 926.). Data will be used to consider the complaint and for the archival needs. Every person has a right to access his/her personal data and to modify them. Although, giving personal data is voluntary it is needed for a complaint to be resolved.


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