Compensa Life complaint handling procedure

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

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

• All information entered according to the instructions provided in our Complaint Form, which can be found here;
• Supporting documents verifying the situation described in the complaint;
• A signature - either an electronic signature certified in Lithuania or a physical signature.

You must submit a complaint no later than 3 months from the date you became aware of the violation of your rights and/or legitimate interests. If more than 3 months have passed, your feedback is still important to us.

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

In exceptional cases, the review of your complaint may take longer; in such instances, we will inform you of the extended response time and the reasons for extending the review period.

All complaints are reviewed free of charge.

If you are not satisfied with our response to your complaint, you have the right to contact the financial market supervisory authority, the Bank of Lithuania, within one year from the date of submitting your complaint to Compensa Life at Totorių g. 4, 01121 Vilnius, or electronically at 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 date you became aware of the violation of your rights. We will respond to you within 15 business days (or up to 35 business days if an extension is necessary).

Step 2: If you are not satisfied with our response or have not received a response within the specified timeframe, you have the right to contact the Bank of Lithuania within one year of your initial inquiry regarding the dispute.

Step 3: The Bank of Lithuania will issue one of the following recommended decisions within 90 days: to uphold your request, partially uphold it, or reject it. Even if the Bank of Lithuania makes a decision, both parties to the dispute retain the right to go to court.

You can find information about the procedure for resolving consumer and financial market participant disputes at the Bank of Lithuania here.

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

During the review of your complaint, the personal data and other information you provide related to the complaint are used in compliance with the procedures set forth in the legal acts and in accordance with our Privacy Policy.

If you have questions or simply want to consult before submitting a complaint, we invite you to call our hotline 19111 or to contact your Insurance Broker directly.

You can find the detailed procedure for handling customer complaints and providing responses at Compensa Life here. 

Fill out our complaint form and submit it to us using one of the following methods:

• In the E-life self-service platform (currently, complaints can only be submitted for life and “OncoDrop” insurance products). Select Send message section and attach the completed form as an attachment to your message.
• By e-mail at: skundai@compensalife.lt
• By mail to: Compensa Life Vienna Insurance Group SE, Lithuanian Branch, Ukmergės g. 280, LT-06115 Vilnius, Lithuania
• By visiting any convenient Compensa Life customer service center or by submitting a written complaint through your Insurance Broker.