Complaint handling
RSA Luxembourg S.A. – Netherlands Branch
Delftse Poort, Weena 505, 3013 AL Rotterdam,
P.O. Box 4143, 3006 AC, Rotterdam, The Netherlands
Email: Complaints.nl@eu.rsagroup.com
The complaint will be forwarded to the complaints officer. We will acknowledge your complaint within 5 working days and aim to review and resolve this within 2 weeks. We will then issue our decision to you in writing/email. If it is not possible to reach a final decision within this timeframe, we will write to you to keep you informed on the progress. If you are not satisfied with our decision, you may refer your case to the relevant authority, “Klachteninstituut Financiële Dienstverlening (Kifid) https://www.kifid.nl/ or the court. If you want to reach out to the Kifid, this must be done within three months after you have received our decision on your complaint.
Disciplinary Board for Insurers
The Insurers Disciplinary Board supervises the conduct of insurers. It assesses complaints on the basis of binding self-regulation of the Dutch Association of Insurers. The Disciplinary Board assesses whether a complaint is well-founded or not. If a complaint is well-founded, the Disciplinary Board can impose punishment. A punishment can range from a warning to a reprimand. But also, for example, announcing the judgment by name. The Disciplinary Board can also advise the Association on taking measures against an insurer. Such as termination of membership of the Association. The Disciplinary Board cannot impose compensation on the insurer.
Is the complaint about compliance with the Code of Conduct for Insurers, such as a quick and careful claim settlement? In that case, insurance customers and other interested parties who cannot turn to Kifid can file a complaint with the Disciplinary Board themselves.
For more information, please consult the regulations of the Disciplinary Board on www.tuchtraadverzekeraars.nl.