Contacting your insurer: Your guide to smooth communication and claim settlement
05/04/25
9
Minutes
Katrin Straub
Managing Director at nextsure
The right contact with your insurer can be crucial. Find out how to avoid mistakes and communicate your concerns successfully so you can assert your rights quickly.
The topic in brief and concise terms
Careful preparation and documentation of every contact with the insurance company are crucial for prompt processing.
Do you know your rights (e.g. to information, prompt processing) and obligations (e.g. truthful statements, mitigation of loss)?
If you have problems with your insurer, free conciliation bodies such as the Insurance Ombudsman are available to you.
Laying the groundwork for first contact with the insurer
Good preparation is crucial for your first contact with your insurer. Have your insurance number and personal details ready. Make a note of the reason for your call and relevant details, such as the date of a claim. Insurers often offer several contact channels: telephone helplines are usually suitable for quick enquiries, while online portals often provide forms for claims notifications. Written correspondence by email or letter is recommended for more complex matters or where proof is required. Bear in mind that clear communication and complete information can speed up processing by up to thirty per cent.
Knowing your basic rights and obligations is just as important. As the policyholder, you are entitled to comprehensive information about your contract. This includes details of premiums, cover and cancellation terms. Your main obligation is to provide truthful information about all relevant facts, both when taking out the policy and when making changes or in the event of a claim. This transparency forms the basis for a relationship built on trust and is crucial to the insurer's willingness to pay claims. Observing these points makes the entire process much easier.
Master effective communication channels and the necessary documents
The choice of the right communication channel depends on your request. For a quick claim notification, many policyholders use the insurer's telephone hotline or online forms. For these notifications, you are often asked for your policy number, details of the claim and your contact information. For contract changes or cancellations, written form, for example by email or letter, is often preferable so that you have proof. Keep copies of all correspondence and notes from phone calls, including the date and the person you spoke to, carefully. Complete documentation can be crucial if questions arise later.
Depending on your request, you should have the following documents ready or submit them:
For claim notifications: photos of the damage, invoices for damaged items, if applicable a police report, witness statements.
For contract changes (e.g. change of address): your policy number, old and new details.
For benefit claims (e.g. occupational disability): medical certificates, diagnoses, prognoses.
For cancellations: policy number, desired cancellation date.
Prompt reporting of a claim, often within three to seven days, is one of your key obligations. Do not miss this deadline so as not to jeopardise your entitlement to benefits. You can find the exact deadlines in your policy terms and conditions, the so-called policy document. Careful preparation and choosing the right channel optimise processing time.
Set deadlines and take decisive action in the event of delays
Insurers have a duty to process your concerns promptly. The processing time for settling a claim can vary; for motor vehicle claims, it is often four to six weeks after the loss has been quantified. In more complex cases, such as income protection insurance, it can take several months. If your insurer does not respond within a reasonable period, follow up proactively. Ask for the current status of the claim and make a note of the outcome of the conversation. If the delay continues, set a reasonable deadline for a response, for example seven to fourteen days.
If there is still no satisfactory response after setting a deadline, you can submit a complaint to the insurer's board. In this complaint, mention that if there is any further inaction, you will involve the Insurance Ombudsman or BaFin. These escalation steps are often effective. Document every step of your written communication. It is your right to expect prompt and fair handling. Remain persistent, but always factual and courteous in your communication.
Understanding legal foundations and data protection in insurance contact
The Insurance Contract Act (VVG) and the Insurance Contract Information Obligations Ordinance (VVG-InfoV) form the legal basis for contact with your insurer. Insurers must provide you with comprehensive information before the contract is concluded. This includes, among other things, the insurer’s identity, details of the insurance cover, the total price, information on the right of withdrawal and the term of the contract (§ 1 VVG-InfoV). Information obligations also apply during the term of the contract, for example in the event of changes to the contract terms or annually regarding the status of profit participation in life insurance policies (§ 6 VVG-InfoV). These transparency obligations significantly strengthen your position as the policyholder.
Data protection plays an important role in every point of contact. Insurance companies process a large amount of personal and often sensitive data, such as health data. The processing of this data is only permitted if it is necessary for the performance of the contract (Art. 6 GDPR) or if explicit consent has been given, 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 data stored. When communicating online, make sure you use secure connections and, wherever possible, do not send sensitive data unencrypted by standard email. Many insurers offer secure customer portals for this purpose. A careful approach to your data is also important when reporting a change of employer.
Use escalation routes for problems with insurance
If irreconcilable differences arise with your insurer, or it does not meet your claim, various escalation routes are available to you. A first point of contact is the Versicherungsombudsmann e.V. This independent arbitration body provides free assistance in disputes between consumers and insurance companies. You can contact the ombudsman by phone, letter, email or via an online form. When making a complaint, describe the facts and enclose copies of relevant documents. The ombudsman's decisions are binding on insurers for disputes up to €10,000; up to €100,000, he can issue recommendations.
Another option is to lodge a complaint with the Federal Financial Supervisory Authority (BaFin). BaFin is the supervisory authority for insurers, but in individual cases it cannot enforce your personal rights; instead, it examines systemic shortcomings. A complaint to BaFin can nevertheless put pressure on the company. Before taking these steps, you should always try to resolve the issue directly with the insurer, if necessary by submitting a complaint to the executive board. Knowing these options, as well as the possibility of changing the policyholder, strengthens your negotiating position.
Important contact details for escalation cases are:
Versicherungsombudsmann e.V.: Postfach 080632, 100 06 Berlin; Telephone (free of charge): 0800 3696000.
Ombudsmann Private Kranken- und Pflegeversicherung: Postfach 060222, 1 0052 Berlin; Telephone (free of charge): 0800 2550444.
Federal Financial Supervisory Authority (BaFin): contact via the online form on the BaFin website.
These bodies offer an out-of-court and usually free means of dispute resolution. You are, of course, always free to take the matter to the ordinary courts. Careful preparation of your documents is of great importance for all escalation routes.
Expert tips for successful contact with your insurer
To make contact with your insurer as smooth and successful as possible, please follow a few expert tips. Keep meticulous records of every contact: note the date, time, person you spoke to and the key points of any telephone calls. When dealing with written communication, such as an call to the insurance hotline followed by correspondence, keep all emails and copies of letters. This documentation can be worth its weight in gold if there are discrepancies. Be absolutely honest and complete in all statements, whether in the application or in the event of a claim. Incorrect or incomplete information can lead to serious consequences under Section 19 of the German Insurance Contract Act (VVG), up to and including loss of cover.
Our expert tip: Always phrase your request clearly, precisely and objectively. Avoid emotional outbursts, even if you are upset. A structured account of the facts, with all relevant facts and evidence, makes the claims handler’s job easier and speeds up processing. Know your rights, such as the right to information and timely processing, as well as your obligations, such as the duty to mitigate loss. In complex cases or if you are unsure, discreet advice, such as that offered by nextsure, can help you present your claim to best advantage. Good preparation and a confident manner are often the key to success.
Communication with insurance companies does not have to be complicated. With the right preparation, knowledge of your rights and obligations, and a clear communication strategy, you can effectively represent your concerns. Bear in mind that careful documentation and соблюдение deadlines are crucial. If problems do arise, independent bodies such as the Insurance Ombudsman and BaFin are there to help you. Take advantage of the digital options many insurers offer today, but do not hesitate to make personal or written contact if the situation calls for it. A well-informed approach to the “contacting your insurer” process saves time and stress and leads more quickly to the desired result.
Request an individual risk analysis now: Have your insurance situation reviewed free of charge and receive specific suggestions for optimisation.
More useful links
Insurance Ombudsman Association provides information on its website as an independent mediation body for insurance disputes.
Wikipedia provides a comprehensive article about the insurance ombudsman.
Ombudsman for Private Health and Long-Term Care Insurance provides information on its website for complaints in private health and long-term care insurance.
Federal Ministry of Health provides information on complaint options for health or long-term care insurance.
Federal Statistical Office (Destatis) publishes relevant press releases that may also be of interest for insurance matters.
Laws on the Internet provides the full text of the Insurance Contract Act (VVG) for reference.
FAQ
What rights do I have as the policyholder when making contact?
Among other things, you have the right to comprehensive information about your contract, prompt handling of your requests and an explanation in the event of claims being declined.
What are my most important obligations when dealing with the insurance company?
Your key obligations include providing all relevant information truthfully and in full (duty of disclosure), paying premiums on time, and reporting any damage without delay, as well as the duty to mitigate damage.
How long can it take to process a claim?
The duration depends on the complexity. In straightforward motor vehicle damage cases, often four to six weeks. In cases of incapacity for work, it can take months. You can set deadlines in the event of unreasonable delays.
Is contacting the insurance ombudsman subject to a fee?
No, the procedure before the insurance ombudsman is generally free of charge for consumers. You only bear your own expenses such as postage.
What data may my insurance provider store about me when contacting me?
Insurers may store personal data that is necessary for the performance of a contract (Art. 6 GDPR). For particularly sensitive data (e.g. health data), explicit consent is often required (Art. 9 GDPR).
Do I need to report every minor change to my insurance?
You must notify us immediately of any material change that could affect the insured risk (increase in risk). This includes, for example, changes of address, changes of occupation or structural alterations to the insured property.
