Insurance Ombudsman

Starting January 15, 2026, the Insurance Ombudsman (AAS) will come into operation. This is the new out-of-court dispute resolution system for conflicts between customers, insurance companies, and intermediaries.
An independent and impartial body, established at IVASS, designed to provide a quick, cost-effective, and transparent solution to disputes related to insurance contracts.

When can you turn to the Insurance Ombudsman?

You can file an appeal if:

• You have already submitted a complaint to the company and have not received a response within 45 days, or the response is unsatisfactory.
• No more than 12 months have passed since the complaint was filed.
• The facts underlying the appeal date back no more than 3 years from the complaint date.

The appeal must concern the same subject matter as the complaint and may involve life or non-life insurance contracts, within the applicable value limits.

If the complaint was submitted before the Ombudsman’s launch, you can file an appeal within 12 months of its entry into force.

How does it work?

• Online submission: The appeal is filed directly on the official Insurance Ombudsman website.
• Minimum fee: €20, which will be refunded if the appeal is upheld, even partially.
• Impartial assessment: The decision is based on the documentation provided.

Decisions are not binding, but in case of non-compliance, they will be published on the Insurance Ombudsman website, and companies/intermediaries must display them on their own websites.

Response times

The Ombudsman decides within 90 days of the case file being completed.

👉 For more details and to submit your appeal, visit the Insurance Ombudsman website.