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Complaints handling

Fair and correct

Complaints handling

 

A complaint is an expression of dissatisfaction with an insurance contract, the services offered by the insurance company or the insurance company in general. 

A complaint may be lodged orally or in writing by a policyholder, a beneficiary, an insured person or an authorised representative (broker, lawyer, etc.) and addressed to the Compliance Officer of Youplus Assurance AG at the head office in Triesen, who is also responsible for complaints.

A complaint must contain the policy number, the date and reason for the complaint and the name and address of the complainant.

Alternatively, the client may file a complaint with the financial market supervisory authority in his/her country of residence.

If we do not reach agreement with the policyholder or beneficiaries regarding their complaint, the complaint may be escalated to the following authorities:

 

Financial Market Authority Liechtenstein

Country road 109

P.O. Box 279

9490 Vaduz

Liechtenstein

 

For Dublin

Central Bank of Ireland

N Wall Quay, North Dock

Dublin

Ireland

 

We will send an acknowledgement of receipt to the complainant within 2 working days of receipt of a complaint at our headquarters in Triesen.

Each complaint is reported to the Compliance Officer of Youplus Assurance AG and entered into the enterprise’s complaints register.

Every complainant and complaint will be treated fairly and correctly by Youplus Assurance AG.

The Compliance Officer shall ensure that the complaint is dealt with within a reasonable time and answered within a maximum of 10 working days. If this time frame cannot be met, the complainant must be notified in writing of the reason and estimated time to resolve the complaint. This will be documented in the customer file and in the complaint register. The complaint register is analysed by the management on a quarterly basis in order to be able to identify structural problems promptly and counteract them.

All complaints are examined in accordance with the laws and regulations applicable in the complainant's country of residence.

The Compliance Officer first examines all documents and the relevant information and evidence and then decides whether the complaint is simple or complex.

For simple complaints, the response is coordinated with the employee responsible for the case. 

In the case of complex complaints, the Compliance Officer decides with the Board of Management on the further handling of the complaint.

All employees are familiar with these guidelines.

Youplus will respond to complex complaints within 30 days of receipt of the complaint.