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Your interests have highest priority for our services. This of course also includes the protection of your personal data and other legal interests. Should you be dissatisfied with our services or our performance, please feel free to contact us at any time.

Further information on data protection and our complaint management can be found here:

Data privacy

Data protection notice for our website

1 An overview of data protection

General
The following gives a simple overview of what happens to your personal information when you visit our website. Personal information is any data with which you could be personally identified. Detailed information on the subject of data protection can be found in our privacy policy found below.

Who is responsible for the data collection on this website?
The data collected on this website are processed by the website operator. The operator's contact details can be found in the website's required legal notice.

How do we collect your data?
Some data are collected when you provide it to us. This could, for example, be data you enter on a contact form. Other data are collected automatically by our IT systems when you visit the website. These data are primarily technical data such as the browser and operating system you are using or when you accessed the page. These data are collected automatically as soon as you enter our website.

What do we use your data for?
Part of the data is collected to ensure the proper functioning of the website. Other data can be used to analyze how visitors use the site.

What rights do you have regarding your data?
You always have the right to request information about your stored data, its origin, its recipients, and the purpose of its collection at no charge. You also have the right to request that it be corrected, blocked, or deleted. You can contact us at any time using the address given in the legal notice if you have further questions about the issue of privacy and data protection. You may also, of course, file a complaint with the competent regulatory authorities.

Analytics and third-party tools
When visiting our website, statistical analyses may be made of your surfing behavior. This happens primarily using cookies and analytics. The analysis of your surfing behavior is usually anonymous, i.e. we will not be able to identify you from this data. You can object to this analysis or prevent it by not using certain tools. Detailed information can be found in the following privacy policy. You can object to this analysis. We will inform you below about how to exercise your options in this regard.

2 General information and mandatory information

Data protection
The operators of this website take the protection of your personal data very seriously. We treat your personal data as confidential and in accordance with the statutory data protection regulations and this privacy policy. If you use this website, various pieces of personal data will be collected. Personal information is any data with which you could be personally identified. This privacy policy explains what information we collect and what we use it for. It also explains how and for what purpose this happens. Please note that data transmitted via the internet (e.g. via email communication) may be subject to security breaches. Complete protection of your data from third-party access is not possible.

Notice concerning the party responsible for this website
The party responsible for processing data on this website is:

Hansekuranz Kontor GmbH
Hafenweg 46-48
48155 Münster
Telephone: T +49 251 915 999-0
Email: kontakt@hansekuranz.de

The responsible party is the natural or legal person who alone or jointly with others decides on the purposes and means of processing personal data (names, email addresses, etc.).

Revocation of your consent to the processing of your data
Many data processing operations are only possible with your express consent. You may revoke your consent at any time with future effect. An informal email making this request is sufficient. The data processed before we receive your request may still be legally processed.

Right to file complaints with regulatory authorities
If there has been a breach of data protection legislation, the person affected may file a complaint with the competent regulatory authorities. The competent regulatory authority for matters related to data protection legislation is the data protection officer of the German state in which our company is headquartered. A list of data protection officers and their contact details can be found at the following link: https://www.bfdi.bund.de/DE/Infothek/Anschriften_Links/anschriften_links-node.html.

Right to data portability
You have the right to have data which we process based on your consent or in fulfillment of a contract automatically delivered to yourself or to a third party in a standard, machine-readable format. If you require the direct transfer of data to another responsible party, this will only be done to the extent technically feasible.

SSL or TLS encryption
This site uses SSL or TLS encryption for security reasons and for the protection of the transmission of confidential content, such as the inquiries you send to us as the site operator. You can recognize an encrypted connection in your browser's address line when it changes from "http://" to "https://" and the lock icon is displayed in your browser's address bar. If SSL or TLS encryption is activated, the data you transfer to us cannot be read by third parties.

Information, blocking, deletion
As permitted by law, you have the right to be provided at any time with information free of charge about any of your personal data that is stored as well as its origin, the recipient and the purpose for which it has been processed. You also have the right to have this data corrected, blocked or deleted. You can contact us at any time using the address given in our legal notice if you have further questions on the topic of personal data.

Opposition to promotional emails
We hereby expressly prohibit the use of contact data published in the context of website legal notice requirements with regard to sending promotional and informational materials not expressly requested. The website operator reserves the right to take specific legal action if unsolicited advertising material, such as email spam, is received.

3 Data collection on our website

Cookies
Some of our web pages use cookies. Cookies do not harm your computer and do not contain any viruses. Cookies help make our website more user-friendly, efficient, and secure. Cookies are small text files that are stored on your computer and saved by your browser. Most of the cookies we use are so-called "session cookies." They are automatically deleted after your visit. Other cookies remain in your device's memory until you delete them. These cookies make it possible to recognize your browser when you next visit the site. You can configure your browser to inform you about the use of cookies so that you can decide on a case-by-case basis whether to accept or reject a cookie. Alternatively, your browser can be configured to automatically accept cookies under certain conditions or to always reject them, or to automatically delete cookies when closing your browser. Disabling cookies may limit the functionality of this website. Cookies which are necessary to allow electronic communications or to provide certain functions you wish to use (such as the shopping cart) are stored pursuant to Art. 6 paragraph 1, letter f of DSGVO. The website operator has a legitimate interest in the storage of cookies to ensure an optimized service provided free of technical errors. If other cookies (such as those used to analyze your surfing behavior) are also stored, they will be treated separately in this privacy policy.

Server log files
The website provider automatically collects and stores information that your browser automatically transmits to us in "server log files". These are:

  • Browser type and browser version
  • Operating system used
  • Referrer URL
  • Host name of the accessing computer
  • Time of the server request
  • IP address

These data will not be combined with data from other sources. The basis for data processing is Art. 6 (1) (b) DSGVO, which allows the processing of data to fulfill a contract or for measures preliminary to a contract.

Contact form
Should you send us questions via the contact form, we will collect the data entered on the form, including the contact details you provide, to answer your question and any follow-up questions. We do not share this information without your permission. We will, therefore, process any data you enter onto the contact form only with your consent per Art. 6 (1)(a) DSGVO. You may revoke your consent at any time. An informal email making this request is sufficient. The data processed before we receive your request may still be legally processed. We will retain the data you provide on the contact form until you request its deletion, revoke your consent for its storage, or the purpose for its storage no longer pertains (e.g. after fulfilling your request). Any mandatory statutory provisions, especially those regarding mandatory data retention periods, remain unaffected by this provision.

4 Social media

Twitter plugin
Functions of the Twitter service have been integrated into our website and app. These features are offered by Twitter Inc., 1355 Market Street, Suite 900, San Francisco, CA 94103, USA. When you use Twitter and the “Retweet” function, the websites you visit are connected to your Twitter account and made known to other users. In doing so, data will also be transferred to Twitter. We would like to point out that, as the provider of these pages, we have no knowledge of the content of the data transmitted or how it will be used by Twitter. For more information on Twitter's privacy policy, please go to https://twitter.com/privacy. Your privacy preferences with Twitter can be modified in your account settings at https://twitter.com/account/settings.

LinkedIn plugin
Our site uses functions from the LinkedIn network. The service is provided by LinkedIn Corporation, 2029 Stierlin Court, Mountain View, CA 94043, USA. Each time one of our pages containing LinkedIn features is accessed, your browser establishes a direct connection to the LinkedIn servers. LinkedIn is informed that you have visited our web pages from your IP address. If you use the LinkedIn “Recommend” button and are logged into your LinkedIn account, it is possible for LinkedIn to associate your visit to our website to your user account. We would like to point out that, as the provider of these pages, we have no knowledge of the content of the data transmitted or how it will be used by LinkedIn. More information can be found in the LinkedIn privacy policy at https://www.linkedin.com/legal/privacy-policy.

XING Plugin
Our website uses features provided by the XING network. The provider is XING AG, Dammtorstraße 29-32, 20354 Hamburg, Germany. Each time one of our pages containing XING features is accessed, your browser establishes a direct connection to the XING servers. To the best of our knowledge, no personal data is stored in the process. In particular, no IP addresses are stored nor is usage behavior evaluated. For more information about data protection and the XING Share button, please see the XING privacy policy at https://www.xing.com/app/share?op=data_protection.

5 Analytics and advertising

Google Analytics
This website uses Google Analytics, a web analytics service. It is operated by Google Inc., 1600 Amphitheatre Parkway, Mountain View, CA 94043, USA. Google Analytics uses so-called "cookies". These are text files that are stored on your computer and that allow an analysis of the use of the website by you. The information generated by the cookie about your use of this website is usually transmitted to a Google server in the USA and stored there. Google Analytics cookies are stored based on Art. 6 (1) (f) DSGVO. The website operator has a legitimate interest in analyzing user behavior to optimize both its website and its advertising.

IP anonymization
We have activated the IP anonymization feature on this website. Your IP address will be shortened by Google within the European Union or other parties to the Agreement on the European Economic Area prior to transmission to the United States. Only in exceptional cases is the full IP address sent to a Google server in the US and shortened there. Google will use this information on behalf of the operator of this website to evaluate your use of the website, to compile reports on website activity, and to provide other services regarding website activity and Internet usage for the website operator. The IP address transmitted by your browser as part of Google Analytics will not be merged with any other data held by Google.

Browser plugin
You can prevent these cookies being stored by selecting the appropriate settings in your browser. However, we wish to point out that doing so may mean you will not be able to enjoy the full functionality of this website. You can also prevent the data generated by cookies about your use of the website (incl. your IP address) from being passed to Google, and the processing of these data by Google, by downloading and installing the browser plugin available at the following link: https://tools.google.com/dlpage/gaoptout?hl=en.

Objecting to the collection of data
You can prevent the collection of your data by Google Analytics by clicking on the following link. An opt-out cookie will be set to prevent your data from being collected on future visits to this site: Disable Google Analytics. For more information about how Google Analytics handles user data, see Google's privacy policy: https://support.google.com/analytics/answer/6004245?hl=en.

Outsourced data processing
We have entered into an agreement with Google for the outsourcing of our data processing and fully implement the strict requirements of the German data protection authorities when using Google Analytics.

Demographic data collection by Google Analytics
This website uses Google Analytics' demographic features. This allows reports to be generated containing statements about the age, gender, and interests of site visitors. This data comes from interest-based advertising from Google and third-party visitor data. This collected data cannot be attributed to any specific individual person. You can disable this feature at any time by adjusting the ads settings in your Google account or you can forbid the collection of your data by Google Analytics as described in the section "Refusal of data collection".

6 Newsletter

Newsletter data
If you would like to receive our newsletter, we require a valid email address as well as information that allows us to verify that you are the owner of the specified email address and that you agree to receive this newsletter. No additional data is collected or is only collected on a voluntary basis. We only use this data to send the requested information and do not pass it on to third parties. We will, therefore, process any data you enter onto the contact form only with your consent per Art. 6 (1) (a) DSGVO. You can revoke consent to the storage of your data and email address as well as their use for sending the newsletter at any time, e.g. through the "unsubscribe" link in the newsletter. The data processed before we receive your request may still be legally processed. The data provided when registering for the newsletter will be used to distribute the newsletter until you cancel your subscription when said data will be deleted. Data we have stored for other purposes (e.g. email addresses for the members area) remain unaffected.

Information on the newsletter and consents
With the following information we inform you about the content of our newsletter as well as the registration, dispatch and statistical evaluation procedure and your rights of objection. By subscribing to our newsletter you agree to the receipt and the described procedures.

Content of the newsletter
We will only send newsletters, e-mails and other electronic notifications containing advertising information (hereinafter "newsletters") with the consent of the recipients or a legal permission. If the content of a newsletter are specifically described throughout the registration process, they are decisive for the consent of the users. In addition, our newsletters contain information on current events and news, company announcements, product information as well as tips and recommendations.

Double-Opt-In and logging
The registration for our newsletter takes place via a so-called double opt-in procedure. This means that after registration you will receive an e-mail asking you to confirm your registration. This confirmation is necessary so that no third party e-mail addresses are being registered. Subscriptions to the newsletter are recorded in order to be able to prove the registration process in accordance with legal requirements. This includes the storage of the registration and confirmation time, as well as your IP address. Also  changes of your data stored with MailChimp are logged.

Use of the "MailChimp" emailing service
The newsletter is sent via "MailChimp", a newsletter distribution platform of the US provider Rocket Science Group, LLC, 675 Ponce De Leon Ave NE #5000, Atlanta, GA 30308, USA. The e-mail addresses of our newsletter recipients, as well as their further data described in the context of this disclaimer, are stored on the servers of MailChimp in the USA. MailChimp uses this information to send and evaluate the newsletter on our behalf. Mailchimp, according to its own infromation can further use this data to optimize or improve its own services, e.g. to technically optimize the sending and presentation of the newsletter or for economic purposes, in order to determine from which countries the recipients come. However, MailChimp does not use the data of our newsletter recipients to contact them or to pass them on to third parties. We trust in the reliability and IT and data security of MailChimp. MailChimp is certified under the US-EU data protection agreement "Privacy Shield" and thus commits itself to comply with EU data protection regulations. Furthermore, we have concluded a data processing agreement with MailChimp. This is a contract in which MailChimp undertakes to protect the data of our users, to process them on our behalf in accordance with their data protection regulations and in particular not to pass them on to third parties. The data protection regulations of MailChimp can be viewed here.

Registration details
To subscribe to the newsletter, simply enter your e-mail address. Optionally, we ask you to enter your first and last name. This information is only used to personalize the newsletter.

Statistical surveys and analyses
The newsletters contain a so-called "web-beacon", i.e. a pixel-sized file that is retrieved from the MailChimp server when the newsletter is opened. Within the scope of this retrieval, technical information, such as information about the browser and your system, as well as your IP address and time of retrieval are initially collected. This information is used to technically improve the services based on the technical data or the target groups and their reading behavior based on their retrieval locations (which can be determined using the IP address) or access times. The statistical surveys also include registration of opened / unopened newsletters, at what time they are opened and which links are clicked. For technical reasons, this information can be assigned to the individual newsletter recipients. However, it is neither our endeavor, nor that of MailChimp, to observe individual users. The evaluations rather serve us to recognize the reading habits of our users and to adapt our content to their reading behavior or to send different content according to the interests of our users.

Online access and data management
There are cases, in which we direct the newsletter recipients to the web pages of MailChimp. For example, our newsletters contain a link with which the newsletter recipients can view newsletters online (e.g. in case of display problems in the e-mail program). Furthermore, newsletter recipients can subsequently correct their data, e.g. the e-mail address. Likewise, the privacy policy. In this context we point out that cookies are used on the websites of MailChimp and thus personal data is processed by MailChimp, its partners and service providers (e.g. Google Analytics). We have no influence on this data collection. Further information can be found in the privacy policy of MailChimp. In addition, we would like to draw your attention to the possibilities of objecting to the collection of data for advertising purposes on the websites http://www.aboutads.info/choices/ and http://www.youronlinechoices.com/(for the European area).

Cancellation/Revocation
You can cancel the receipt of our newsletter at any time, i.e. revoke your consent. At the same time your consent to its dispatch via MailChimp and the statistical analyses expire. A separate cancellation of the dispatch via MailChimp or the statistical evaluation is unfortunately not possible. You will find a link to cancel the newsletter at the end of each newsletter.

Legal basis Basic Data Protection Ordinance
In accordance with the provisions of the General Data Protection Regulation (GDPR) valid from 25 May 2018, we inform you that your consent to the sending of e-mail addresses are based on Art. 6 para. 1 lit. a, 7 GDPR and § 7 para. 2 no. 3 and para. 3 of the German unfair trade law (UWG). The use of the mail service provider MailChimp, carrying out statistical surveys and analyses as well as recording of the registration procedure, are based on our legitimate interests pursuant to Art. 6 Para. 1 lit. f GDPR. We are interested in using a user-friendly and secure newsletter system that serves both our business interests and the expectations of users.
 
We would also like to point out that you can object to the future processing of your personal data at any time in accordance with the legal requirements pursuant to Art. 21GDPR. In particular the objection may be directed against processing for direct marketing purposes.

7 Plugins and tools

Google Maps
This site uses the Mapbox service via an API. It is operated by MapBox Inc., 740 15th St NW, Washington, DC 20005, USA. To use Mapbox, it is necessary to save your IP address. This information is generally transmitted to a Mapbox server in the USA and stored there. The provider of this site has no influence on this data transfer. The use of Mapbox is in the interest of making our website appealing and to facilitate the location of places specified by us on the website. This constitutes a justified interest pursuant to Art. 6 (1) (f) DSGVO. Further information about handling user data, can be found in the data protection declaration of Mapbox at https://www.mapbox.com/privacy/.

GDPR

Information on data protection for business partners, service providers and interested parties

In the present notice, we inform you as a business partner, service provider or interested party about the processing of your personal data and the rights to which you are entitled according to data protection law. Which data is processed in detail and how it is used depends largely on the type of business relationship or service. Therefore not all parts of this information will apply to you.

1 Who is responsible for data processing?

Hansekuranz Kontor GmbH
Hafenweg 46-48
48155 Münster

Telephone: +49 251 915999-0
Telefax: +48 251 915999-15
kontakt@hansekuranz.de

If you have any questions about this notice, please contact our data protection officer. They can be contacted by mail at the aforementioned address with the addition "data protection officer" or by e-mail to kontakt@hansekuranz.de.

2 What sources and data do we use?

We process personal data that you provide to us within the course of our business relationship (e.g. in direct contact with our employees by e-mail, telephone, etc. or via the "Realytix" online tool). In addition, we process, to the extent necessary, personal data that we obtain from publicly accessible sources (e.g. corporate publications, the press, the Internet) or that we legitimately receive from our business partners. Relevant personal data is essentially your professional contact data, your professional function, the business correspondence conducted with you and, if applicable, your areas of professional interest.

3 For what purposes and on what legal basis is your data processed?

We process your personal data in compliance with the EU General Data Protection Regulation (GDPR), the Federal Data Protection Act (BDSG) and all other applicable law.

a. To fulfil (pre-)contractual obligations (Art. 6 para. 1 b GDPR)

Processing takes place within the course of the preparation, conclusion and termination of insurance contracts in all classes of insurance, in connection with other services or when using our services. We process your personal data (above all your professional contact data), in particular in order to get in touch with you and to communicate with you or your company in our contact management systems.

b. For the purposes protecting our legitimate interests (Art. 6 para. 1 f GDPR)

If necessary, we process your data beyond the actual fulfilment of the business relationship to protect the legitimate interests of us or third parties. Some examples are:

- The digital or postal dispatch of greeting cards to business partners, for example for Christmas or a company anniversary.

- Posting brochures and flyers to business partners in order to inform them about current news concerning the Hansekuranz Kontor.

- Disclosure of data to authorised employees of Munich Re Reinsurance Group

- Obtaining contact information using publicly available sources.

c. Based on your consent (Art. 6 para. 1 a GDPR)

If you have given us permission to process personal data for specific purposes, this constitutes the legal basis. You may revoke your consent at any time. This also applies to the revocation of declarations of consent given to us before the GDPR became effective (i.e. before 25 May 2018). Revoking consent only takes effect for the future and does not affect the legality of the data processed until the revocation.

Such consents concern in particular

- Participation in anonymous and personalised surveys to improve our service quality or in the context of events and seminars, e.g. to select suitable topics or speakers. These surveys are voluntary.

- Sending newsletters to inform you regularly about relevant and interesting news of Hansekuranz Kontor. If you would like to receive a newsletter offered on our website, we need an e-mail address and further information of you. This enables us to check whether you are the owner of the e-mail address provided and whether you agree to receive the newsletter. We use your data to send you the information you have requested. At the end of each newsletter there is a "unsubscribe" link. Via this link you can unsubscribe from the respective newsletter or generally object to the use of your data.

- Information about, or invitations to events and seminars. We process your personal data to send you invitations to events that may be relevant for you and your work. If you register for a seminar or event, we will provide you with the necessary information about the event or seminar. This includes, among other things, e-mails about the registration process, the venue and programme, as well as surveys on the course of the seminar. We store your registration details for a seminar or event in our contact management systems.

We store the necessary personal data such as your interests and consents to receiving a newsletter, invitations to events and seminars, participation in surveys or other declarations of consent in our contact management systems. Your declarations of consent are documented there and can be retrieved at your request.

d. Based on legal obligation (Art. 6 para. 1 c GDPR)

We will also process your data to fulfil our legal duties, e.g. based on supervisory provisions, or to compare your data against sanctions lists to comply with counter-terrorism rules (e.g. Council Regulation 2580/2001).

4 Who receives your data? What categories of recipient might we disclose your data to?

Within our company, those departments that need your data to fulfil the aforementioned purposes will have access to it.

External service providers: We use external service providers to fulfil our contractual and legal obligations. The involvement of service providers is necessary, for example, in the context of creating the content of our website and for sending newsletters. We have concluded corresponding data protection agreements with these service providers. Service providers we use to send your requested information (e.g. information by letter, sending electronic newsletters) receive the necessary personal data.

Munich Re Reinsurance Group: Access to the content of our contact and treaty management systems is restricted to authorised staff of our parent company.

5 How long do we store your data?

As a rule, we anonymise or delete your personal data as soon as it is no longer necessary for the aforementioned purpose, unless statutory documentation and retention rules (e.g. in the German Stock Corporation Act (AktG), Commercial Code (HGB) or Tax code (AO)) require us to keep it for longer. We will store your personal data for longer than that only in exceptional cases, where necessary in connection with claims asserted against Munich Re (Group) (statutory limitation period of up to 30 years).

6 How do we transfer data outside Europe?

If we need to transfer personal data to service providers outside the European Economic Area (EEA), we will do so only if the European Commission has confirmed that the respective country’s level of data protection is sufficient, or if data protection is otherwise sufficiently guaranteed (for example, through binding, in-house data protection provisions, or the European Commission’s standard contractual clauses).

7 Is there a legal or contractual obligation to provide personal data to third parties?

Within the framework of our contractual agreements as an underwriting agency with the corresponding risk carriers, we are generally obliged to provide the insurer with personal data insofar as this is necessary for the conclusion and processing of insurance contracts and the enforcement of associated claims. 

8 Does an automated decision-making process take place?

Automatic decision making takes place exclusively within the framework of the use of the "Realytix" online platform. This is based on the internal pricing and underwriting agreements between Hansekuranz Kontor and Munich Re Rückversicherungsgruppe.

Automated decisions are made exclusively within the parameters agreed above. Other processes outside the parameters require manual intervention by the Hansekuranz Kontor.

The data collected on the platform is used to statistically substantiate underwriting decisions, make market-compatible adjustments, assess performance during the year and respond to risk-related trends. In addition, invoice data is used for the collection process of the Hansekuranz Kontor.

9 What data protection rights do you have?

In addition to your right to object, you have a right to information, a right to rectify or erase data under certain conditions, as well as a right to restrict data processing. Upon request, we will make the data that you provided available in a structured, accessible and machinereadable format. Please contact the aforementioned address to exercise these rights

Right to object: If we process your data for the purposes of protecting legitimate interests, you may object to this processing on grounds relating to your particular situation. We will then stop the processing, unless we have compelling legitimate interests to do so which override your grounds. Even after giving your consent, you are entitled to revoke it for the future without consequences.

10 Would you like to file a complaint about how your data is being handled?

You may contact the aforementioned Data Protection Officer or the data protection authorities. The authority responsible for us is:

Landesbeauftragte für Datenschutz und Informationsfreiheit Nordrhein-Westfalen
(State Commissioner for Data Protection and Freedom of Information North Rhine-Westphalia)

Kavalleriestr. 2-4
40213 Düsseldorf
Germany


Telefon: 0211/38424-0
Fax: 0211/38424-10
E-Mail: poststelle@ldi.nrw.de

https://www.ldi.nrw.de/index.php

11 Are you obliged to provide your data?

We need your personal data, for example to send you the requested information, the newsletter you subscribed to, or invitations to events. Without this data, Hansekuranz Kontor cannot carry out the services you request.

Status of this information: October 2018

We will notify you should this information change substantially.

Complaint management

It is the goal of your insurer, underwriter and broker to provide first class service to all clients. However, there may be cases where you may feel that this goal has not been achieved. In this case, especially if you are dissatisfied with the brokerage activity or the insurance contract or a service offered to you, you have various possibilities for complaint.

Complaints regarding the mediation of the insurance contract

Complaints relating to the brokerage activities of the broker named in the insurance policy may be addressed directly to the broker using the contact details given in the insurance policy.

If your complaint concerns the underwriter's brokerage activities, you can complain directly to the underwriter. The contact details of the underwriter are as follows:

Hansekuranz Kontor GmbH
Hafenweg 46 - 48
48155 Münster
Phone: +49 251 915999-0
Fax: +49 251 915999-15
e-mail: kontakt@hansekuranz.de

If you do not agree with the decision on your complaint against the underwriter's or broker's mediation activities, you have the possibility to turn to the following independent arbitration bodies:

Versicherungsombudsmann e. V.
P.O. Box 080632
10006 Berlin
Phone: 0800 3696000 / +49 30 206058 99
Fax: 0800 3699000 / +49 30 206058 98
e-mail: beschwerde@versicherungsombudsmann.de
Web: www.versicherungsombudsmann.de

Furthermore, you can also contact the insurer named in the insurance policy directly, who will contact you if your complaint concerns the brokerage activities of the broker or underwriter.

Complaints concerning the insurance contract

If you are dissatisfied with the insurance contract, including the settlement of claims, or with any service provided to you, you may complain to your insurer using the contact details provided in the policy. Complaints addressed to your insurer may also be submitted to the underwriter named in the policy and appointed by your insurer to handle the complaint.

Furthermore, you can submit your complaint about your insurer to the Federal Financial Supervisory Authority (BaFin):

Bundesanstalt für Finanzdienstleistungsaufsicht
Graurheindorfer Straße 108
53117 Bonn
Phone: +49 (0) 228 / 4108 - 0
Fax: + 49 (0)228 4108-1550
E-mail: poststelle@bafin.de
Web: www.bafin.de

Although BaFin is not a conciliation office and cannot make binding decisions on individual disputes, it is able to provide a range of services and does examine whether a company complies with binding legal requirements.

Filing a complaint and the course of the complaint procedure

When lodging a complaint with the broker, the underwriter or the insurer, please state, if possible, the policy/identification number and/or claim number and describe your concern. The receipt of the complaint will be acknowledged and the complaint will be examined in detail. After receipt of the complaint, you will normally receive a decision on your complaint or an interim decision within 14 days, with reasons for the delay.

BaFin has published further information on its website about lodging a complaint, the conditions of access and the course of the complaint procedure, can also be obtained by telephone.

Further information on lodging a complaint, the requirements for access and the procedure to be followed with aforementioned conciliation bodies (Versicherungsombudsmann e.V.) can be found on their website or can be obtained by telephone.

In any case, the possibility of contesting the legal process remains unaffected.