MS Amlin strives for a high quality of service. Nevertheless, it may happen that you are not satisfied.
Do you have a complaint about an MS Amlin product, about our services or about third parties acting on our behalf?
Step 1
We recommend you first get in touch with your MS Amlin contact in question and/or their superior. If the response is not to your satisfaction you can address a formal complaint to the Management Board or to the Complaints Manager.
Step 2
You can address a formal complaint to the Management Board or to the Complaints Manager. This can be done by e-mail to klachtenmanagement.nl@msamlin.com.
It can also be done by letter to;
Amlin Insurance SE - Dutch branch
P.O. Box 2190
1180 ED Amstelveen
To enable us to assist you as soon as possible please specify the following information in your letter:
- Your name
- Address
- Phone number
- E-mail address
- The relevant policy number and/or the claims reference number.
To evaluate your complaint as well as possible, please also provide the following information in your letter:
- Short summary of the underlying case to which your complaint refers
- What is the nature of your complaint?
- What solution to your complaint do you propose?
You will receive a confirmation of receipt within five working days. We aim to respond to your complaint within three weeks, and at most within six weeks. However, if the period of six weeks is not feasible, you will be informed of this with full details of the reason and the period within which we will respond.
Step 3
If your formal complaint has not been resolved satisfactorily, you can submit your complaint to the Financial Services Disputes Committee of the Financial Services Complaints Institute Foundation, Kifid. This possibility is only open to natural persons (consumers) who are not acting in the exercise of a profession or business. The complaint must be submitted to Kifid within three months of receiving a definitive response from MS Amlin. There are no costs associated with submitting a complaint to Kifid. Kifid's proposal for mediation or recommendation shall be binding.
The address of Kifid is:
Kifid, Financial Services Complaints Institute Foundation
P.O. Box 93257
2509 AG THE HAGUE
Phone: 070-3338999
For more information: www.kifid.nl
Step 4
If you don't agree with the Disputes committee's binding decision you can submit the dispute to the Appeals committee within six weeks. It must concern more than € 25,000.
The handling of a complaint by the Appeals committee costs € 500.
The Appeals committee issues a final, binding ruling as a last resort.
Step 5
If you are not a consumer or you don't want to use KiFiD’s complaints handling options, you can submit the dispute to the competent court.
Alternatively, if you have bought a product or service online you may have the right to register your complaint with the European Commission’s on-line dispute resolution (ODR) platform. The ODR platform will redirect your complaint to the appropriate alternative dispute resolution body.
For further details: Onlinegeschillenbeslechting | Europese Commissie (europa.eu).