We do everything we can to ensure that our clients are satisfied. The feedback and proposals our clients give us are very important to us. If you are dissatisfied as a client of ERGO or feel there are shortcomings in our service or services, you have the right to submit a written complaint. You can submit it in person at any ERGO branch, e-mail it to firstname.lastname@example.org or fill in the complaint form.
We will respond to your complaint within five working days of receiving it. If we are unable to resolve it within that time, we will let you know the reason for our delay in responding to you or of our need for additional information and give you a new date by which we will get back to you.
We will send you our response in a format that can be reproduced in writing (i.e. by e-mail) unless you have specifically requested to receive it in another manner.
If you are not happy with our response, you have the right to take the matter up with an insurance conciliation body. In the case of disputes arising from motor third party liability insurance contracts, you should contact the conciliation body for third party insurance operating as part of the Estonian Motor Insurance Bureau. Disputes related to other types of insurance and insurance mediation services are resolved by the insurance conciliation body operating as part of the Estonian Insurance Association.
Both are state-recognised bodies for the extra-judicial resolution of disputes.
Estonian Insurance Association conciliation body
Estonian Motor Insurance Bureau conciliation body
Clients also have the right to turn to the Consumer Complaints Committee of the Consumer Protection Board.
Consumer Protection Board
Complaints regarding ERGO’s operations and activities can also be submitted to Finantsinspektsioon (the Estonian Financial Supervision and Resolution Authority).
Online platform for resolving disputes
If you are a client who entered into an insurance contract with ERGO via the e-office on our website, you can submit your complaint via the online platform provided for the resolution of disputes. This platform is primarily designed for resolving cross-border disputes and can be used if you reside in Estonia or another Member State of the European Union.
ERGO Group Whistleblower portal
If you are aware of a breach of the law or of a significant breach of the Munich Re Code of Conduct, you can inform us about this.
You may do so anonymously, should you prefer to. In this case we would ask you to turn your attention to the safety and security guidelines for the whistleblower portal.