Compensa complaint handling procedure

What is required when submitting a complaint to ADB Compensa Vienna Insurance Group?

When submitting a complaint to us via electronic means, by mail, or by filling out the Complaint Form at any customer service center, it must include the following:

1. Documents supporting the situation described in the complaint;
2. Your clearly stated demands to us;
3. If possible, Lithuania-certified electronic signature or with a physical signature attached to the complaint.

You must submit the complaint within 3 months from the day you became aware of the violation of your rights and/or legitimate interests. If more than 3 months have passed, your opinion still matters to us.

We will respond to your complaint within 15 (fifteen) business days from the date of receipt. The decision and response regarding your complaint will be provided in writing, using the same method by which the complaint was received or by the method you request in the complaint.

In exceptional cases, the review of the complaint may take longer. However, in such cases, we will always inform you about the extended response deadline and the reasons for the extension of the review.

All complaints submitted to Compensa are handled free of charge.

If you are not satisfied with our response to your complaint, you have the right to file a complaint with the financial market supervisory authority, the Bank of Lithuania, within one year of submitting the complaint to Compensa. You can do so at the following address: Totorių g. 4, 01121 Vilnius, or electronically via www.lb.lt.

Steps you need to take to resolve the dispute:

Step 1: Before contacting the Bank of Lithuania, you must submit a written complaint to us within 3 months from the day you became aware of the violation of your rights. We will provide a response within 15 business days (or within an extended deadline of up to 35 business days).

Step 2: If you are not satisfied with our response or do not receive a response within the specified timeframe, you have the right to contact the Bank of Lithuania for dispute resolution within one year of your initial complaint to us.

Step 3: The Bank of Lithuania will issue one of the following non-binding decisions within 90 days: fully uphold your claim, partially uphold it, or reject it. Even after the Bank of Lithuania issues its decision, both parties retain the right to go to court.

We retain your complaint, our response to it, and any other information directly related to the complaint in accordance with the procedures and timeframes established in Compensa's internal documentation.

The personal data and other information you provide to us during the complaint handling process are used in compliance with the procedures set out in legal acts and in accordance with our Privacy Policy.

If you have any questions or simply want advice before submitting a complaint, we invite you to call our hotline at 19111 or contact your insurance intermediary directly.