Complaints Procedure

Policy statement

In line with our Group Customer Complaint Handling Standard, ZIP BENELUX is committed to set out best practices for identifying, handling and reporting of customer complaints and comply with the local laws and regulations for complaints handling.

Definition of a Complaint (aligned with Customer Complaint Handling Standard)

“A Complaint is defined as an expression of dissatisfaction addressed to the insurer relating to an insurance contract or services provided. The complaint does not need to have a direct financial impact but may be indirect, such as loss of time for the Complainant in trying to resolve the issue.” 

Complaints do not include:

• Claims handling complaints ( There is a specific procedure for Claims Department mentioned in the Benelux Claims Policy, please contact CCO or respective team leader with the complaint received)
• Simple request for execution of the contract
• Request for information or clarification

Who can make a Complaint?

• A policyholder, including potential customers or customers whose policy have lapsed
• An insured person
• Broker
• A Beneficiary
• An (insured) third party.
• Representative e.g. Ombudsman, KIFID.

Length of procedure

Complaints are dealt with as a priority and should be actioned within 2 weeks. (In the Netherlands for complex cases the maximum duration can run up to maximum of 3 months) 

ZIP BENELUX Procedure

1. At the moment of reception of the complaint, one has to establish and verify the identity of the sender/counterpart. For efficiency reasons try to capture at least the following details:
   • the policy number (if any);
   • telephone number;
   • e-mail address;
   • correspondence address
   • other contact details (representative/ lawyer/ broker/MGA)
2. Hereafter/simultaneously the ZIP BENELUX will communicate a written declaration to the counterpart to acknowledge receipt of the complaint and will inform the complainant that there will be a reaction as to the content of his complaint within 2 weeks (, unless the complaint relates to a complex business case). Template letter ‘receipt of complaint, see below;
3. Every complaint will be transferred immediately to team manager of the respective department, the CEO and the local LCO/Legal Counsel with, if possible, a concept draft answer concerning the content of the complaint;
4. In any case the respective department will forward as soon as possible - within 5 business days - a concept answer to LCO/Legal Counsel for approval with the relevant policy/customer documents to understand the circumstances;
5. The LCO/Legal Counsel will log the complaint and will review the concept answer and/or provide feedback/help with the complaints handling (within 4 business days);
6. After concept answer is finalized/approved by relevant stakeholders (LCO/Legal Counsel, CEO and respective department), the official response will be sent out to the complainant. A copy of the response will be uploaded on the complaints log.
7. The LCO/Legal Counsel will evaluate all complaints received annually. In case of recurring structural problems, the analysis will be shared with CEO to view if certain measures need to be taken to avoid similar complaints in the future. This evaluation will link e.g. into the IDD-POG/PARP process/Zurich Way of Process if needed.
8. In case of conflicts of interest, or any overlap with any other Zurich policy please discuss this timely with your line manager and/or LCO/Legal Counsel.