Complaints

An insurance broker’s customer, who is a natural person, a legal person or an unincorporated company, has the right to lodge a complaint about the insurance broker’s activities to the extent not related to the insurance cover.

Complaints can be submitted electronically to the following e-mail: broker.reklamacje@pl.april.com or in writing to the following address: April Polska Broker Sp. z o.o., ul. Sienna 73, 00-833 Warsaw

In the complaint, the customer who is a natural person should include personal data enabling his identification, e.g. name and surname, address of residence, and, optionally, insurance policy number, vehicle registration number, vehicle VIN, as well as a description of complaints regarding services provided by April Poland Broker.

The insurance broker is obliged to respond to the complaint within 30 days of its receipt. To meet the deadline, the response is sent before the deadline.

In particularly complex cases when the analysis of a complaint and providing an answer within the time limit are impossible, the insurance broker provides the customer who made the complaint with the following information:

– explains the reason for the delay;
– indicates the circumstances that must be established for the analysis of the case;
– specifies the expected date for analysing the complaint and providing a response, which may not exceed 60 days from the date of receipt of the complaint.

The response to the complaint shall be delivered to the customer on paper or on another durable medium.