Contacting Insurance: Your Guide for Smooth Communication and Claim Enforcement
5 Apr 2025
Katrin Straub
Managing Director at nextsure
The right contact with your insurance can be crucial. Discover how to avoid mistakes and communicate your concerns successfully to quickly achieve your rights.
The topic in brief and concise terms
Careful preparation and documentation of every contact with the insurance company is crucial for speedy processing.
Know your rights (e.g. to information, timely processing) and obligations (e.g. truthful information, damage mitigation).
If you encounter issues with insurance, free arbitration bodies like the Insurance Ombudsman are available to assist you.
Laying the foundations for the first contact with the insurance company
Good preparation is crucial for the first contact with your insurance. Have your policy number and personal details ready. Note the reason for your call and relevant details, such as the date of an incident. Insurers often offer multiple contact channels: telephone hotlines are usually suitable for quick inquiries, while online portals often provide forms for claims notifications. Written correspondence via email or letter is recommended for more complex issues or when proof is required. Remember, clear communication and complete information can speed up processing by up to thirty percent.
Knowing your basic rights and obligations is just as important. As a policyholder, you have the right to comprehensive information about your contract. This includes details on premiums, coverage, and cancellation conditions. Your main obligation is to provide truthful information about all relevant aspects, both at the time of contracting and in case of changes or claims. This transparency forms the basis for a trustful collaboration and is crucial for the insurer's willingness to provide services. Observing these points makes the entire process significantly easier.
Mastering effective communication methods and necessary documentation
The choice of the right communication channel depends on your concern. For a quick claim report, many policyholders use the insurer's hotline or online forms. These reports often require your policy number, details of the damage, and your contact information. For contract changes or cancellations, a written form, such as email or letter, is often preferable to have proof. Keep copies of all correspondence and notes of phone calls, including dates and interlocutors, carefully. Comprehensive documentation can be crucial in case of future ambiguities.
The following documents should be prepared or submitted depending on the concern:
For claims: photos of the damage, invoices for damaged items, possibly police report, witness statements.
For contract changes (e.g., address change): your contract number, old and new details.
For benefit applications (e.g., disability): medical certificates, diagnoses, prognoses.
For cancellations: contract number, desired cancellation date.
Prompt reporting of a claim, often within three to seven days, is one of your core obligations. Do not miss this deadline to avoid jeopardizing your entitlement to benefits. You can find the exact deadlines in your insurance terms, called the insurance certificate. Careful preparation and the right choice of channel optimize the processing time.
Set deadlines and act decisively in case of delays
Insurers have obligations to process your concerns promptly. The processing time for a claim settlement can vary; for car damage, it is often four to six weeks after the damage has been quantified. In more complex cases, such as disability insurance, it can take several months. Should your insurer not respond within a reasonable time, follow up actively. Ask for the current processing status and note the outcome of the conversation. If delays persist, set an appropriate deadline for feedback, such as seven to fourteen days.
If no satisfactory response occurs even after the deadline, you can file a board complaint with the insurer. Mention in this complaint that you will involve the Insurance Ombudsman or BaFin if inaction continues. These escalation steps are often effective. Document every step of your written communication. It is your right to expect prompt and fair processing. Be persistent but always remain factual and polite in your communication.
Understanding legal foundations and data protection in insurance contact
The Insurance Contract Act (VVG) and the VVG Information Obligations Ordinance (VVG-InfoV) form the legal basis for your interactions with your insurance provider. Insurers are required to provide you with comprehensive information before the contract is concluded. This includes, among other things, the identity of the insurer, details of the insurance benefits, the total price, information on the right of withdrawal, and the term of the contract (§ 1 VVG-InfoV). Even during the term of the contract, there are information obligations, for instance, in the event of changes to the contract terms or annually concerning the status of profit participation in life insurance policies (§ 6 VVG-InfoV). These transparency obligations significantly strengthen your position as a policyholder.
Data protection plays an important role every time contact is made. Insurances process a multitude of personal, often sensitive, data, such as health data. The processing of these data is only permitted if it is necessary for the fulfilment of the contract (Art. 6 GDPR) or if there is explicit consent, particularly for special categories of data (Art. 9 GDPR). Insurers must observe principles such as purpose limitation and data minimisation. You have the right to information about the stored data. When communicating online, ensure secure connections and avoid sending sensitive data unencrypted via standard email where possible. Many insurers offer secure customer portals for this purpose. Being conscientious with your data is also important when reporting a change of employer.
Expert tips for a successful insurance contact
To ensure that contact with your insurance company is as smooth and successful as possible, follow some expert tips. Document every contact meticulously: Record the date, time, contact person, and key details of phone calls. In case of written communication, such as a call to the insurance hotline followed by correspondence, keep all emails and copies of letters. This documentation can be invaluable in case of discrepancies. Be absolutely honest and complete in all your statements, whether in the application or in the event of a claim. Incorrect or incomplete information can lead to severe consequences under § 19 VVG, including the loss of insurance cover.
Our Expert Tip: Always express your concerns clearly, precisely, and factually. Avoid emotional outbursts, even if you're upset. A structured presentation of the facts with all relevant evidence makes the claims handler's job easier and speeds up the process. Know your rights, such as the right to information and prompt processing, but also your duties, such as the obligation to mitigate loss. In complex cases or if you are unsure, discreet advice such as that offered by nextsure can help you represent your claims optimally. Good preparation and a confident demeanour are often the keys to success.
Final call to get in touch
Communicating with insurance companies doesn't have to be complicated. With the right preparation, knowledge of your rights and responsibilities, and a clear communication strategy, you can effectively represent your interests. Remember that careful documentation and adherence to deadlines are crucial. If problems still arise, the Insurance Ombudsman and BaFin are independent bodies that can assist you. Make use of the digital options many insurers offer today, but don't shy away from personal or written contact if the situation requires it. A well-informed approach to the 'contacting the insurer' process saves time, effort, and leads to quicker results.
Request an individual risk analysis now: Have your insurance situation checked for free and receive specific optimisation suggestions.
More useful links
Versicherungsombudsmann e.V. provides information on its website as an independent arbitration body for insurance disputes.
Wikipedia offers a comprehensive article about the insurance ombudsman.
Ombudsmann Private Kranken- und Pflegeversicherung provides information on its website for complaints regarding private health and care insurance.
Bundesgesundheitsministerium provides information about complaint options with health or care insurance.
Statistisches Bundesamt (Destatis) publishes relevant press releases that may also be of interest for insurance matters.
Gesetze im Internet offers the full text of the Insurance Contract Act (VVG) for review.
FAQ
Welche Rechte habe ich als Versicherungsnehmer bei der Kontaktaufnahme?
Sie haben unter anderem das Recht auf umfassende Information über Ihren Vertrag, auf zeitnahe Bearbeitung Ihrer Anliegen und auf eine Begründung bei Leistungsablehnungen.
Was sind meine wichtigsten Pflichten im Kontakt mit der Versicherung?
Zu Ihren wichtigsten Pflichten gehören die wahrheitsgemäße und vollständige Angabe aller relevanten Informationen (Anzeigepflicht), die pünktliche Prämienzahlung und die unverzügliche Meldung von Schäden sowie die Pflicht zur Schadensminderung.
Wie lange darf die Bearbeitung eines Schadensfalls dauern?
Die Dauer hängt von der Komplexität ab. Bei einfachen Kfz-Schäden oft vier bis sechs Wochen. Bei Berufsunfähigkeitsfällen kann es Monate dauern. Sie können bei unangemessener Verzögerung Fristen setzen.
Ist die Kontaktaufnahme mit dem Versicherungsombudsmann kostenpflichtig?
Nein, das Verfahren beim Versicherungsombudsmann ist für Verbraucher in der Regel kostenfrei. Sie tragen nur eigene Auslagen wie Porto.
Welche Daten darf meine Versicherung bei der Kontaktaufnahme von mir speichern?
Versicherungen dürfen personenbezogene Daten speichern, die zur Vertragserfüllung notwendig sind (Art. 6 DSGVO). Für besonders sensible Daten (z.B. Gesundheitsdaten) ist oft eine ausdrückliche Einwilligung nötig (Art. 9 DSGVO).
Muss ich jede kleine Veränderung meiner Versicherung melden?
Sie müssen jede wesentliche Änderung, die das versicherte Risiko beeinflussen könnte (Gefahrerhöhung), umgehend mitteilen. Dazu zählen beispielsweise Adressänderungen, Berufswechsel oder bauliche Veränderungen am versicherten Objekt.
