Complaints
Ways to submit a complaint
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.
Customers can submit complaints in writing:
- By sending it electronically with the subject "Complaint" to the email kaebus@ergo.ee.
- By mailing it to ERGO's main office (address: Veskiposti 2/1, 10138 Tallinn)
- By submitting it in person at any ERGO office.
For Your Information
Content of the Complaint
To receive a quicker response from ERGO to your written complaint, please include the following information in your message:
- Submitter’s details:
- For individuals: name, surname, personal identification number, email address, contact phone number;
- For legal entities: name, registration number, contact person, and email;
- A clearly formulated summary of the message (the essence) and related circumstances (if possible, include information about the type of insurance and policy number or claim file number);
- A list of attached documents (if any);
- The submitter’s signature (if not sent electronically)..
Processing of the Complaint
We will review your complaint as quickly as possible. We will respond to your complaint within 14 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 email) unless you have specifically requested to receive it in another manner.
If You Are Unsatisfied with the Response to Your Complaint
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.
For Your Information
To receive a quicker response from ERGO to your written complaint, please include the following information in your message:
- Submitter’s details:
- For individuals: name, surname, personal identification number, email address, contact phone number;
- For legal entities: name, registration number, contact person, and email;
- A clearly formulated summary of the message (the essence) and related circumstances (if possible, include information about the type of insurance and policy number or claim file number);
- A list of attached documents (if any);
- The submitter’s signature (if not sent electronically)..
We will review your complaint as quickly as possible. We will respond to your complaint within 14 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 email) 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.
Contacts, if You Are Not Happy with the Response
Insurance conciliation body
Mustamäe tee 46, 10621 Tallinn
Both are state-recognised bodies for the extra-judicial resolution of disputes.
The Consumer Protection and Technical Regulatory Authority
Endla 10a Tallinn 10122
Customers also have the right to turn to the Consumer Protection and Technical Regulatory Authority of the Consumer Protection Board.
Finantsinspektsioon
Sakala 4, 15030 Tallinn
Complaints regarding ERGO’s operations and activities can also be submitted to Finantsinspektsioon (the Estonian Financial Supervision and Resolution Authority).
European Commission online platform for resolving disputes
If you are a customer 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 created by European Commission and 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 or in Norway, Iceland or Liechtenstein.
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.
