COMPLAINTS PROCEDURE


How to make a complaint

Our priority is to ensure that all our customers receive the highest levels of service. However, if you don’t believe that you have received the quality of service that you were expecting, and want to get in touch with us, we would like to hear from you.

To make a complaint or feedback on the customer service you have experienced, please contact us via email, at: ig-contact@integraglobal.com

If you would like to make a complaint about an unpaid claim or your policy and benefits, please contact us via email, at: member-care@integraglobal.com

To ensure that your complaint is dealt with as quickly as possible, please provide us with all the below information in your correspondence:

  • Name
  • Telephone number
  • Certificate number
  • Your policy type
  • An explanation of the reason for your complaint

If you remain dissatisfied with the outcome of your complaint, please either reply to your complaint response via email, or contact;

Managing Director
Integra Global Health Deutschland GmbH
Bahnhofstrasse 81
82166 Gräfelfing
Germany

If it is not possible to reach an agreement, you have the right to make an appeal to the Insurance Ombudsman.

Information on participation in the dispute settlement procedure in accordance with § 36 Verbraucherstreitbeilegungsgesetz [Consumer Dispute Settlement Act]

According to § 17 Abs. 4 der Versicherungsvermittlungsverordnung [German Ordinance on Insurance Intermediation], we are obliged to participate in the dispute settlement procedure before the following consumer arbitration boards:

Online dispute resolution according to:
Art. 14 Abs. 1 ODR-VO

The European Union provides a platform for online dispute resolution (OS platform), which you can find at:
http://ec.europa.eu/consumers/odr/

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