Handling of complaints

Colonnade Insurance S.A. strives to provide top quality services in non-life insurance. Customer satisfaction with our services is important to us, therefore we have an internal complaint handling system in place, to ensure timely and fair investigation of complaints and the identification and mitigation of potential conflicts of interest, in accordance with current legislation.

The complaint may be submitted at any point of contact with our insurance company during the business hours in person, or in written form at: Colonnade Insurance S.A., pobočka poisťovne z iného členského štátu, Moldavská cesta 8 B, 042 80 Košice. The complaint can also be submitted electronically to the e-mail address: info@colonnade.sk .

The complaint should contain:

  • name, surname and address of natural person, or the business name and address of the complainant’s legal entity. Other contact details are also required to speed up communication and complaint investigations such as email address and phone number
  • the subject of the complaint – what is the subject of the complaint (it is helpful to indicate the insurance policy number, or the claim number, if the complaint subject is an insurance claim or claim handling process),
  • what is the purpose of your complaint and what is the outcome that you as complainant would like to achieve,
  • to attach any documentation that could help us to understand the complaint better and speed up its investigation.

The complaint will be handled without delay, no later than 30 days from the receipt of the complaint submission. If this is not possible due to the circumstances of the case, the complainant will be informed of the reasons for extending the time limit for handling the complaint and expected date of resolving of the complaint.

If you are unhappy with our response to your formal complaint, or if the response was not resolved within 30 days, you can take your complaint to the alternative dispute resolution entity, which is also the Slovak Insurance Association (www.poistovaciombudsman.sk). A complete list of ADR entities is available on the website of the Ministry of Economy of the Slovak Republic www.mhsr.sk, without prejudice to the right of the policyholder to settle disputes by the competent courts.