Complaints

N O T I C E


ON THE PLACE AND METHOD OF FILING INSURANCE CONSUMER COMPLAINTS


Joint-stock insurance company GENERALI OSIGURANJE SRBIJA, Belgrade (hereinafter: the Company) handles each complaint in accordance with the
Decision on the Manner of Protecting the Rights and Interests of Insurance Service Consumers)which specifies the manner of protecting the rights and interests of the insured, the policyholders, the insurance beneficiaries and third party claimants (hereinafter: insurance service consumer), as well as the mode of mediation in handling claims, filing an insurance consumer complaint and acting upon the complaint.


METHOD OF FILING COMPLAINTS TO THE INSURANCE COMPANY


An insurance consumer may file a complaint to the Company if he or she is dissatisfied with the way services are provided by the Company.


The Company informs all the persons filing complaints that it is not obligated to consider oral complaints.

Providing oral information under your request is not considered answer to the complaint in terms of the National Bank of Serbia’s Decision on the Manner of Protecting the Rights and Interests of Insurance Service Consumers.


The complaint may be submitted to the Company for the violation of rights or interests regarding the Company's operations, particularly in relation to:

  • the quality of our service or product;

  • the conduct of our employees or our agents;

  • the decision of our company related to the insurance contract or its execution;
  • the conduct of the company in relation to the resolution of requests required by the insurance contract;
  • any other form of cooperation with our company.


A claim or a request for the provision of certain information and explanations is not considered a complaint.
Complaints must be submitted in writing, in person or through your representative or attorney, in the following ways:

  • at the business premises of the Company

  • by filling out the form on our website

  • by mailing a complaint to the Company’s address: GENERALI OSIGURANJE SRBIJA, a.d.o, Vladimira Popovića 8, 11000 Belgrade
  • by faxing the complaint at: 011 711-4381
  • by sending an e-mail to: prigovori@generali.rs.


Upon your request, the person in charge can give you a confirmation of receipt of the complaint, indicating the place and time of receipt, as well as the name of the Company’s employee who received the complaint.

MANDATORY CONTENT OF COMPLAINTS


If you wish, you can submit a complaint on the Company's Form (Form for retail clients / individuals and Form for corporate clients / legal entities).


A complaint in writing should contain the following information and documentation:

  • Your full name and address;
  • If the complaint is submitted by a corporate client: business name and headquarters of the legal entity, as well as the full name of the legal representative, i.e. authorized person if a complaint is filed on behalf of the corporate client;
  • The reasons for the complaint and your request;
  • The evidence supporting the allegations from the complaint;
  • Date of complaint filing;
  • Your signature, or the signature of your legal representative or attorney (in case the complaint is being filed electronically);
  • Power of attorney for representation if a complaint is filed by your attorney.


DEADLINE FOR SUBMISSION OF RESPONSES TO ALLEGATIONS IN THE COMPLAINT


The Company is obligated to respond in writing to your written complaint within 15 days from the date the complaint was received.

The answer must include the statement regarding the allegations in the complaint, with explanation of the grounds for the complaint and the signature of the authorized person, as well as the legal remedy.

Exceptionally, if the Company is unable to provide a response within the specified time for reasons beyond its control, this deadline may be extended by a maximum of 15 days, the fact of which the Company is required to notify you within 15 days of receipt of the complaint.

Notice in which the Company informs you that the deadline for deciding on the complaint shall be extended for another 15 days, must include the reasons why it is not possible to provide a response within the deadline, and the final due date for the response.

The Company may not charge the person filing a complaint or take any fees for handling the complaint.

The Company is required inform the person filing a complaint of his or her right to file a complaint to the National Bank of Serbia, if he or she is not satisfied with the response from the Company.

Do you have a complaint? Give us a chance to make it right. Please fill in the form below.


Complaints online form

For your comments, suggestions and complaints, please contact us via:

  • Contact Center: 011 2220555
  • Post: Generali osiguranje Srbija, Vladimira Popovića 8, 11070 Novi Beograd
  • E-mail: kontakt@generali.rs
  • Fax: 011 7114381