Internal Complaint Resolution Procedure
We strive for the highest level of policyholder satisfaction. In accordance with Article 579 of the Insurance Act (ZZavar-1), we have established an internal complaint resolution procedure governed by the Rules on Internal Complaint Resolution.
You may file a complaint:
- In person at our registered office (Letališka cesta 29b, 1000 Ljubljana),
- Orally for the record,
- By mail,
- Via email at info(@)krikaksum.si.
If a complaint is unclear or lacks sufficient information for processing, we will request that you amend or complete it within 15 days. If the complaint is not properly supplemented within this period, it will be considered withdrawn; you will be notified of this consequence in the request for supplementation.
The person responsible for resolving complaints is appointed by the Director of KRIK AKSUM Zavarovalno posredniška družba d.o.o. The Director may also act as the responsible person. In the case of more complex procedures, the Director may appoint a three-member complaint commission.
Out-of-Court Dispute Resolution
If you disagree with the decision reached through the internal complaint procedure, or if you do not receive a decision within 30 days, consumers may submit their complaint for further resolution to the Center for Out-of-Court Settlement of Disputes between Insurance Brokerage Service Providers and Consumers, or to any other provider of out-of-court consumer dispute resolution. We recognize the jurisdiction of all such providers listed at the link below:
List of Out-of-Court Consumer Dispute Resolution Providers
The dispute should be sent directly to the address of the chosen provider.
Association of Insurance Brokers
Please be advised that we are a member of the Association of Insurance Brokers of Slovenia (ZZPS). Members of ZZPS operate in accordance with the Code of Good Business Practices.
The Code is designed to uphold the principles of fair competition, professional ethics, and morality. It defines good business customs and inadmissible conduct in the performance of insurance brokerage services.
The Code further obligates ZZPS members to comply with laws and regulations that clearly define the responsibility of insurance brokers to act in the best interest of policyholders. By setting professional business criteria, the Code promotes the development of the insurance brokerage industry in Slovenia and enhances service quality (Source: Association of Insurance Brokers).
Violations of the Code of Good Business Practices are adjudicated by the Tribunal at the ZZPS. The work of the Tribunal is governed by the Rules on the Organization and Procedure before the Tribunal at the ZZPS.
The procedure before the Tribunal is initiated based on a report that may be filed by anyone. The report must include:
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Information about the ZZPS member accused of the violation,
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A description of the violation,
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Evidence of the alleged violation (mandatory attachment).
Please send reports to:
GZS-PTZ
Razsodišče pri Združenju zavarovalnih posrednikov Slovenije
Dimičeva 13
1000 Ljubljana
(Source: Association of Insurance Brokers)