We would like to resolve matters directly first.

Contact Havenarx.

If you are dissatisfied with Havenarx’s service, advice, insurance distribution activity or handling of a matter, please contact us so that we can review the issue.

Information to include.

Where possible, please provide:

• your name and company;
• your preferred contact details;
• the relevant policy or reference number, if available;
• a concise description of the matter and the outcome you are seeking.

How we review a complaint.

Havenarx will acknowledge receipt of a complaint and will review it fairly and without undue delay. Where an immediate final response is not possible, Havenarx will provide information on the status of the review and the expected next steps.

No particular outcome or compensation is guaranteed by this process.

External dispute resolution.

Versicherungsombudsmann e. V. is a recognised dispute-resolution body for disputes between insurance intermediaries or insurance advisers and policyholders arising in connection with the mediation of insurance contracts.

Where a policyholder invokes the competent conciliation body under § 214 VVG, an insurance intermediary is required to participate in the procedure in accordance with § 17(4) VersVermV.

In proceedings concerning insurance intermediaries, the Ombudsperson may issue a recommendation. The insurance intermediary is not bound by that recommendation. The binding decision authority that may apply in certain proceedings involving member insurers does not apply in the same way to proceedings concerning insurance intermediaries.