Complaints and claims

How to process them

All Group companies offer you a common customer service area to listen to and resolve your complaints or claims.

Miniature

In DKV, were are really interested in any cases where our clients inform us that the Company has not met its service expectations. For this reason, we consider each complaint as an opportunity to improve the quality of service offered to the client, which is a priority for us.

Therefore, with an aim to protect and ensure our clients' rights, we endeavour to respond in the most efficient and timely way possibly, aiming to ensure that the process does not take any longer than what is strictly necessary.

After receiving the complaint through the Company, the portfolio manager will confirm receipt, just in case s/he cannot give an immediate response. If, owing to the complex nature of the matter, it will take a long time to respond to the complaint, a second confirmation will be sent to inform the client of the state of the process.

Finally, once all of the necessary information has been gathered, both from the complaining party and the various departments of the Company, the corresponding response will be sent.

Although the legal period to resolve the matter is two months from the time of receiving the complaint, in DKV Seguros we aim to communicate our response in less than 15 days.

If, within a period of two months, no resolution has been issued, or it has been issued but the insured person is not satisfied with the outcome, you can contact:

"Comisionado para la Defensa del Asegurado y del Partícipe en Planes de Pensiones"

Paseo de la Castellana, 44 28046 – Madrid

Our Commitment

All information regarding complaints and claims is analysed and researched by our Customer Defence Service, with the remit to measure and assess the efficiency and effectiveness of how the process is managed across the whole company: branches, call centres and central services.

We will respond within a maximum of two months from its initial presentation.

Additionally, to reflect the view of the client, we analyse these complaints and claims according to their nature or risk, and we carry out continuous monitoring of the client's opinion.

How to file an official claim or complaint

To file a claim, you can use any of these channels:

Information required for processing

  • Name, surname(s), ID number, address of the interested party and, where applicable, of the person representing him or her, duly accredited.
  • Policy number to which the claim relates.
  • Reason for the claim or complaint, clearly detailing the matter and documentary evidence.
  • Specify the branch, department or service where the matters at issue took place with regard to the complaint or claim.
  • Place, date and signature of the complainant.

If the complaint or claim is being processed before administrative, arbitration or judicial bodies, its admission for processing may be rejected.

In 2016

  • 1,942 complaints and 1,775 claims were processed, with an average response time of under 10 days.
  • 72% of files processed were resolved within 5 days.
  • 24% received a reply within 6 - 30 days.
  • Only 4% of cases took longer than 30 days to resolve.

Applicable legislation

The procedures for resolving complaints and claims put forward by customers of financial entities are regulated by Act 44/2002, of 22 November, on Measures to Reform the Financial System, and by Order ECO/734/2004, of 11 March, on customer services and the financial consumer ombudsman, as well as by all other legal provisions that complement or modify the above.


Customer Private Area