Complaints Resolution

Complaints in Colonnade

If you are not fully satisfied with our services, please contact us by phone, email or in writing at:

Colonnade Insurance S.A., Czech Branch
Na Pankráci 1683/127
140 00 Prague 4
Czech Republic
Tel: + 420 234 108 311
Email: stiznosti@colonnade.cz

Alternative options

A complaint may be filed with the authority supervising the insurance industry in the Czech Republic, which is:

The Czech National Bank
Consumer Protection Department
Na Příkopě 28
115 03   Prague 1
Czech Republic

Any disputes between a consumer (you) and us regarding a non-life insurance contract can also be resolved out of court through the Czech Trade Inspection Authority (www.coi.cz) or the Office of the Ombudsman of the Czech Association of Insurance Companies (www.ombudsmancap.cz).

If you were not satisfied with the answer received from Colonnade you can contact Complaints Manager (e-mail: complaints@colonnade-insurance.com).

The complaints resolution in our company is based on the recommendation BoS 12/069 of the European Insurance and Occupational Pensions Authority (EIOPA) and on the Consumer Protection Act No. 634/1992 Coll. A period of 30 days from the date of delivery of the complaint applies to handling the complaint.

You can also request alternative dispute resolution from the Luxembourg supervisory authority, the Commissariat Aux Assurances (CAA). You can find more information about alternative dispute resolution offered by the CAA here.