Resolution of complaints
We do everything in our power every day to make sure that you will remain our long-term satisfied customer. Your feedback and proposals are always important for us.
If you are unhappy with the services or customer service of PZU Insurance, please e-mail info[at]pzu.ee to clarify your matter, or send a letter to Pärnu mnt 141, Tallinn 11314. You can also choose another suitable PZU Insurance office to have your matter addressed. Please find the contact details of PZU Insurance offices on our website.
We will examine your complaint and respond at the first opportunity, but no later than within 15 days as of the receipt of your complaint. Should PZU Insurance be unable to resolve the complaint within the aforesaid term, we will immediately notify you of the new term for response and the reasons for the extension.
We will send our response to the e-mail address that you have made known to us, unless you have requested otherwise.
If you are not satisfied with our response, you have the right to refer the matter to insurance conciliation bodies. In the case of disputes arising from a motor third party liability insurance contract, the respective conciliation body is the motor insurance conciliation body operated by the Estonian Traffic Insurance Fund. The insurance conciliation body operated by the Estonian Insurance Association (EIA) resolves disputes concerning other insurance services and insurance brokerage services.
The motor insurance conciliation body and the insurance conciliation body are recognised by the state as bodies for the extrajudicial resolution of disputes.
Contact details of the motor insurance conciliation body:
Telephone: 667 1800
Postal address: Mustamäe tee 46, 10621 Tallinn
As a consumer, you are also entitled to address the Consumer Disputes Committee operated by the Consumer Protection Board, which resolves domestic and cross-border consumer disputes alike initiated by the consumer where one party is a trader whose place of establishment is in the Republic of Estonia. Resolving a dispute by the Consumer Disputes Committee is free of charge for the consumer and the company, and in most cases, the outcome will be reached within 90 days as of the date of initiating the proceedings with respect to the complaint.
If you are a consumer who has entered into an insurance contract with PZU Insurance on the website in the online store, you may file your complaint by using the online dispute resolution platform. The online dispute resolution platform is first and foremost meant for resolving cross-border disputes and it can be used if you are living in Estonia, another Member State of the European Union, Norway, Iceland, or Liechtenstein. Please refer to more detailed information here.
You are also entitled to file complaints concerning the activities of PZU Insurance to the Financial Supervision Authority who exercises financial supervision over the activities of the subjects of financial supervision as provided in the Financial Supervision Authority Act, Credit Institutions Act, Creditors and Credit Intermediaries Act, Insurance Activities Act, Investment Funds Act, Funded Pensions Act, Securities Market Act, Motor Insurance Act, Payment Institutions and E-money Institutions Act, the Securities Register Maintenance Act, and the legislation established on the basis thereof. Initial supervision over the branches of banks, insurance companies and investment firms operating in Estonia is exercised by a supervision authority of the country of location of the respective institution.
If you file a complaint with the Financial Supervision Authority, the latter will be entitled to make an official inquiry to PZU Insurance on the basis of the complaint and to inspect whether the activities of the insurance company comply with the requirements provided in legislation. In response to your complaint, the Financial Supervision Authority will submit its explanations and inform you of the options (authorities) available for resolving the dispute.
PZU is AB "Lietuvos draudimas" Estonian Branch trademark in Estonia. AB "Lietuvos draudimas" is Lithuanian insurance company, that is part of the international PZU Group. Before entering into an insurance contract, please examine the terms and conditions or dial +372 622 4599 for additional information.