Insurance problems? This is how you can enforce your claims now!

Insurance problems? This is how you can enforce your claims now!

In 2024, the insurance ombudsman recorded a significant increase in complaints: more than 21,000 consumers contacted the ombudsman with their concerns, which corresponds to an increase of ten percent compared to the previous year. Problems related to water damage were particularly common, with many insurers failing to pay. These developments highlight the challenges consumers face when it comes to their insurance claims. A video provides additional information to help those affected better enforce their claims by explaining four essential steps.

The first two steps to enforcing claims include careful documentation of the damage and taking further steps to enforce claims. In order to avoid the often lengthy and stressful procedures, consumers can resort to the free arbitration offers offered by institutions such as Insurance Ombudsman e. v. be provided.

The Insurance Ombudsman e. v.

Founded in 2001 and based in Berlin, the Versicherungsombudsmann e. V. for out-of-court dispute resolution in the insurance sector. With around 300 members, including insurance companies and the German Insurance Association (GDV), the ombudsman's office aims to achieve a quick and efficient solution for consumers. The arbitration board, consisting of the ombudsman Dr. Sibylle Kessal-Wulf and more than 45 employees – all experts in law and insurance – are responsible for processing the complaints.

Dr. Kessal-Wulf, who has been in office since April 2024, brings extensive experience in the judiciary, including as a judge and member of the Federal Court of Justice. Consumers have the option of having their complaints lodged either in person or through relatives and lawyers. The procedure is free of charge for the complainants, apart from possible personal expenses.

Complaint requirements

For a successful complaint, certain documents should be provided: personal details, relevant correspondence, a description of the facts and the insurance number. Complaints can be submitted online in German; an English form is also available. It is important to file complaints promptly to comply with statute of limitations.

The ombudswoman makes decisions neutrally and impartially; However, it cannot offer legally binding advice. Their decisions are binding for insurers up to an amount in dispute of 10,000 euros, while for higher amounts the recommendations are often not binding. In cases against insurance agents, the ombudsman has no authority to enforce decisions, which is why consumers must pay particular attention to the statute of limitations.

The aim of arbitration is to save time and costs, although there is always the risk of an uncertain outcome. An agreement reached through arbitration is binding on both parties and cannot be reversed. The ombudsman's office has proven to be a valuable point of contact for consumers who need support with their insurance concerns, as well Fehmarn24 reported.