Complaints

How do I make a complaint?

Excellent customer service is a priority for KUKE. That is why we analyse all reports in detail to ensure that our products and service processes meet our customers’ highest expectations. Complaints regarding the services provided by KUKE can be submitted:

• in writing:
  • in paper form – in person during a visit to KUKE’s headquarters or a KUKE Regional Sales Office, or sent by post or courier,
  • in electronic form, via the form available below or sent to the electronic delivery address referred to in the Act of 18 November 2020 on electronic service, entered in the electronic address database referred to in that Act,
• orally:
  • by telephone, on the helpline number +48 22 108 99 70,
  • in person for the record during a visit to the KUKE headquarters or a KUKE Regional Sales Office.

Each complaint should contain information that will help identify the complainant (company name, telephone number, email address). Where possible, the complaint should also include the policy/claim number to which the complaint relates, which will facilitate a smoother processing of the complaint.

How do we handle complaints?

We will respond to your complaint without undue delay, but no later than 30 days from the date of receipt. At your request, we will confirm receipt of your complaint by email.

If it is not possible to provide a response within the above timeframe, you will be notified within 30 days of the date of receipt of the complaint regarding the reasons for the delay, any circumstances requiring further clarification, and the expected date of response, which shall not exceed 60 days from the date of receipt of the complaint.

You will receive a written response to your complaint:

• in electronic form – if the complaint was submitted in writing in electronic form, unless you have requested a written response in paper form,
• in paper form – if the complaint was submitted in writing in paper form, unless you have requested that the response be provided in writing in electronic form,
• in paper or electronic form, in accordance with your request – if the complaint was submitted verbally.

In the case referred to above, the response is provided in electronic form:

• using the electronic means of communication through which the complaint was submitted, or another means specified by you – if the complaint was submitted using electronic means of communication,
• to the address you have provided for electronic service, as referred to in the Act of 18 November 2020 on electronic service, entered in the electronic address database referred to in that Act – if the complaint was submitted to an address for electronic service.

Once the complaint procedure has been exhausted, the dispute may be referred to out-of-court dispute resolution, and in the case of natural persons, to the Financial Ombudsman (detailed information and contact details are available on the website: www.rf.gov.pl). The Financial Ombudsman is authorised to conduct proceedings concerning the out-of-court resolution of disputes between a client and a financial market entity, as referred to in the Act of 5 August 2015 on the handling of complaints by financial market entities, on the Financial Ombudsman and on the Financial Education Fund.

If claims arising from a complaint are not upheld, you may also bring an action against KUKE before a civil court, either under general jurisdiction or before the court with jurisdiction over the place of residence or registered office of the policyholder, the insured party or the beneficiary under the insurance contract. In the case of guarantee agreements, legal action may be brought before the court specified in the agreement.

A complaint that is not a claim may be submitted in any form other than that indicated by KUKE as an acceptable channel for complaints – in particular by email.

With regard to insurance and reinsurance activities, KUKE is subject to the supervision of the Polish Financial Supervision Authority, whilst with regard to activities guaranteed by the State Treasury, it is subject to the supervision of the minister responsible for the economy.