Complaints and out-of-court dispute resolution

At Modra zavarovalnica, we are committed to providing high-quality services and ensuring customer satisfaction. Your opinions, suggestions and feedback help us improve. Would you like to share a compliment, comment or complaint? Please contact us at info@modra.si or complete the online form below.

Stage 1: Internal Complaints Procedure

In accordance with the principle of amicable dispute resolution, we provide our savers with an internal complaints procedure before the insurance company’s complaints body, as well as the possibility of out-of-court resolution of any disputes. We have established an internal complaints handling process. Any complaint you may submit will therefore be considered in accordance with the applicable Complaints Handling Rules.

Stage 2: Procedure Before the Selected Provider of Out-of-Court Consumer Dispute Resolution

In accordance with Article 32 of the Out-of-Court Resolution of Consumer Disputes Act (hereinafter: ZIsRPS), Modra zavarovalnica recognises the Mediation Centre of the Slovenian Insurance Association (hereinafter: the Mediation Centre) as the competent provider of out-of-court consumer dispute resolution.

If the policyholder, insured person or any other beneficiary under the insurance contract is a consumer and does not agree with the final decision issued in the internal complaints procedure, they may submit a request to initiate mediation proceedings before the Mediation Centre. For the purposes of this provision, a consumer is a natural person who acquires or uses goods and services for purposes outside their professional or gainful activity. The request may be submitted to the Mediation Centre at the Slovenian Insurance Association, Železna cesta 14, 1000 Ljubljana, telephone: +386 1 3009 381, email: irps@zav-zdruzenje.si.

The request for out-of-court consumer dispute resolution or mediation is handled in accordance with the procedure set out in the Rules on Mediation Procedures in Domestic and Cross-Border Consumer Disputes at the Mediation Centre of the Slovenian Insurance Association, and in line with the Code of Rules for Conducting Mediation in Domestic and Cross-Border Consumer Disputes at the Mediation Centre of the Slovenian Insurance Association.