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COMPLAINTS AND DISPUTES

Client is entitled to address Balcia Insurance SE with suggestions and complaints on insurance services provided by Balcia Insurance SE.

Suggestions or complaints may be submitted

In any convenient way for you. Balcia Insurance SE shall provide you with a response in accordance with the Balcia Insurance SE fair and open attitude towards the client in the same way the suggestion was received unless you indicate that you do not want to receive a response.

Suggestion or complaints can be made:

  • - By e-mail to info@balcia.ee;
  • - By telephone on (+372) 5777 9090;
  • - By post or at the office of Balcia Insurance SE Estonia branch at Valukoja 10, Tallinn, Estonia.
  • - By sending an application via the Balcia Insurance SE Estonian branch website www.balcia.ee.

Suggestion or complaint shall contain:

  • - Name and surname (for a legal entity – company name);
  • - Identification information (policy number or application number, or personal identification number (identification code), if any (for a legal entity – registration number));
  • - Contact information (registered place of residence or address, or email address, if any (for a legal entity – legal address and e-mail address));
  • - Contact phone number;
  • - The essence of the complaint, the related conditions and requirements;
  • - Desired response way – in writing or by email (if desired response type is not specified, then the answer will be sent by e-mail).

The response to the complaint shall be provided in written form within a reasonable period of time, but not later than 20 days from the date the complaint was received by Balcia Insurance SE, but the response may be provided in the longer term if the case is complicated and the applicable legislation allows it.

In the event of a dispute, you have the right to lodge a complaint with the Consumer Disputes Committee of the Consumer Protection Board (Sõle 23a, 10614 Tallinn, info@ttja.ee), the conciliation body of the Estonian Insurance Association (Mustamäe tee 46, Tallinn 10621, lepitus@eksl.ee) or the court.