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Take the opportunity to tell us your concerns or complaints by filling out our contact form or contact us via e-mail (email@example.com) or letter (Europäische Reiseversicherung AG, attn. Complaint office, Kratochwjlestraße 4, 1220 Vienna).
Please make sure that you fill in your personal data. The more information you give us (policy- and / or claim number, etc. ), the better and more individual we can handle your concerns.
Our aim is to provide excellent service to our clients.
We collect all information necessary to clarify the complaint and communicate this in writing or in written form to the address provided by the complainant. For reasons of data protection, it may be necessary for us to verify the identity of the complainant.
We announce (if necessary) whether and what additional information we possibly need. The complaint will then be completed by us immediately, generally within not more than 5 working days after having received all necessary information. If extensive surveys are required, there may be a delay. In the event of delays the complainant receives an interim report and ( if possible ) an indication when to expect the final result.
If the final result does not entirely meet the complaintant’s demands, he will receive a detailed explanation.
If after careful review and explanation a satisfactory solution for the complainant has not been found, following institutions can be contacted:
The Association of Austrian Insurance Companies www.vvo.at, Schwarzenbergplatz 7, 1030 Wien
The arbitration body for consumer business www.verbraucherschlichtung.at. The participation is not obligatory for the insurer.
Compliants office concerning complaints about insurance companies in the Federal Ministry of Labour, Social Affairs, Health and Consumer Protection, Stubenring 1, 1010 Vienna, firstname.lastname@example.org
For online contracts consumer can in addition contact the out-of-court dispute arbitration board of
the Internet Ombudsman www.ombudsmann.at or
the Online Dispute Resolution-Platform (“ODR-Platform”) of the European Union ec.europa.eu/consumers/odr/.
Please note that our competent Supervisory Authority is the FMA Austrian Financial Market Authority www.fma.gv.at (Otto-Wagner-Platz 5, 1090 Vienna).
How satisfied were you with the way your claim was dealt with? Please answer a few questions to help us improve the quality of our services. All customers who provide feedback are placed in a monthly draw, and each month one of them receives a valuable gift.
All journeys and holidays on record - even offline without data roaming when abroad!
Direct call to operations centre with automatically generated emergency text message with GPS data.
Creditcard and mobile phone lock instructions, travel warning, checklists and more.
Business travellers - travel expenses via app, documents always available