Complaints handling

At Colonnade, we strive to provide quality professional services in non-life insurance. Client satisfaction with our services is very important to us, which is why we have an internal complaints handling system in place in accordance with current legislation to ensure timely and fair investigation of complaints and to identify and mitigate potential conflicts of interest.

Complaints procedure

The complaint may be lodged at any point of contact of our insurance company during business hours in person or in writing at Colonnade Insurance S.A., a branch of an insurance company from another Member State, Moldavská cesta 8 B, 042 80 Košice. Complaints may also be submitted electronically to the e-mail address

 What to include

  • name, surname and address of natural person, or the business name and address of the complainant’s legal entity. Other contact details are also required to speed up communication and complaint investigations such as email address and phone number
  • the subject of the complaint – what is the subject of the complaint (it is helpful to indicate the insurance policy number, or the claim number, if the complaint subject is an insurance claim or claim handling process),
  • what is the purpose of your complaint and what is the outcome that you as complainant would like to achieve,
  • to attach any documentation that could help us to understand the complaint better and speed up its investigation.

The complaint will be handled without delay, no later than 30 days from the receipt of the complaint submission. If this is not possible due to the circumstances of the case, the complainant will be informed of the reasons for extending the time limit for handling the complaint and expected date of resolving of the complaint. 

Alternative options

If you are not satisfied with the handling of the complaint by the insurance company, it is possible to use the alternative dispute resolution, which results from Act No. 391/2015 Coll. on Alternative Dispute Resolution of Consumer Disputes, Act No. 420/2004 Coll. on Mediation and Act No. 244/2002 Coll. on Arbitration Proceedings. A complete list of alternative dispute resolution entities is available on the website of the Ministry of Economy of the Slovak Republic

You also have the possibility to apply for alternative dispute resolution to the Luxembourg supervisory authority, the Commissariat Aux Assurances (CAA). You mayfind more information about the alternative dispute resolution offered by the CAA here.

Supervisory authorities

The complaint may also be addressed to the supervisory authorities of the insurer, which are:

National Bank of Slovakia

Imricha Karvaša 1

813 25 Bratislava

Slovak Republic

Commissariat aux Assurances

11, rue Robert Stumper

L-2557 Luxembourg