Contacting Insurance: Your Guide to Smooth Communication and Claim Enforcement
5 Apr 2025
3
Minutes
Katrin Straub
CEO at nextsure
The correct contact with your insurance can be crucial. Learn how to avoid mistakes and communicate your concerns successfully to quickly assert your rights.
The topic in brief and concise terms
Careful preparation and documentation of each contact with the insurance company is crucial for swift processing.
Know your rights (e.g. to information, timely processing) and obligations (e.g. truthful statements, mitigation of damages).
If you encounter any issues with the insurance, you have access to free arbitration services such as the Insurance Ombudsman.
Laying the foundations for the first contact with the insurance company
Good preparation is crucial for the first contact with your insurance company. Have your policy number and personal details ready. Note down the reason for your call and relevant details, such as the date of a claim. Insurers often offer multiple contact channels: telephone hotlines are usually suitable for quick inquiries, while online portals often provide forms for reporting claims. Written correspondence by email or letter is recommended for more complex issues or when proof is required. Remember that clear communication and complete information can speed up processing by up to thirty percent.
Knowledge of your basic rights and obligations is equally important. As a policyholder, you have the right to comprehensive information about your contract. This includes details of premiums, cover, and cancellation conditions. Your main obligation is to provide truthful information on all relevant matters, both when the contract is concluded and in the event of changes or claims. This transparency forms the basis for a trusting cooperation and is crucial for the insurer's willingness to perform. Observing these points makes the entire process considerably easier.
Master effective communication paths and necessary documents
Choosing the right communication channel depends on your issue. Many policyholders use the telephone hotline or online forms provided by the insurer for quick damage reporting. These reports often require your policy number, details of the damage, and your contact information. For contract changes or cancellations, written form, such as by email or letter, is often preferable to provide proof. Keep copies of all correspondence and notes on phone calls, including the date and conversation partner, carefully. A thorough documentation can be crucial in case of later uncertainties.
Depending on the issue, you should have or submit the following documents:
For damage reports: photos of the damage, invoices for damaged items, if applicable police report, witness statements.
For contract changes (e.g., change of address): your policy number, old and new details.
For benefit claims (e.g., disability): medical certificates, diagnoses, prognoses.
For cancellations: policy number, desired cancellation date.
Prompt reporting of damage, often within three to seven days, is one of your primary duties. Do not miss this deadline to avoid jeopardising your entitlement to benefits. The exact deadlines are found in your insurance terms, the so-called insurance certificate. Careful preparation and choosing the right channel optimise processing time.
Set deadlines and take consistent action in case of delays
Insurers have obligations to process your concerns in a timely manner. The processing time for a claim settlement can vary; for motor vehicle claims, 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. If your insurer does not respond within a reasonable period, proactively follow up. Inquire about the current status of the processing and note the outcome of the conversation. If delays persist, set a reasonable deadline for feedback, for example, seven to fourteen days.
If there is still no satisfactory response even after setting a deadline, you can file a formal complaint with the insurance company. Mention in this complaint that if inactivity persists, 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 timely and fair processing. Be persistent, yet always 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 interactions with your insurer. Insurers must provide you with comprehensive information before concluding a contract. 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 duration of the contract (§ 1 VVG-InfoV). There are also information obligations during the term of the contract, for example, in the event of changes to the contract conditions or annually regarding the status of the profit participation in life insurance policies (§ 6 VVG-InfoV). These transparency obligations significantly enhance your position as a policyholder.
Data protection plays an important role in any communication. Insurers process a large amount of personal and often sensitive data, such as health data. The processing of this data is only permissible if it is necessary for fulfilling the contract (Art. 6 GDPR) or if there is an 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 access information about the stored data. Ensure secure connections for online communications, and try not to transmit sensitive data unencrypted via standard email. Many insurers offer secure customer portals for this purpose. A mindful handling of your data is also important when reporting a change of employer.
Use escalation paths for problems with the insurance
Should irreconcilable differences arise with your insurer or if they do not meet your claims, you have various escalation paths available. An initial contact point is the Versicherungsombudsmann e.V. This independent arbitration body assists free of charge with disputes between consumers and insurance companies. You can contact the Ombudsman by phone, letter, email, or via an online form. For a complaint, describe the situation and include copies of relevant documents. The Ombudsman's decisions are binding for disputes up to a value of 10,000 euros; he can issue recommendations for amounts up to 100,000 euros.
Another option is to lodge a complaint with the German Federal Financial Supervisory Authority (BaFin). BaFin is the supervisory authority for insurance companies but cannot enforce your individual rights in specific cases; it examines systemic deficiencies. However, a complaint to BaFin can nonetheless exert pressure on the company. Before taking these steps, you should always try to resolve the issue directly with the insurer, possibly by escalating the matter to the executive board. Being aware of these options, as well as the possibility of changing your insurance provider, strengthens your bargaining position.
Important contact details for escalation cases are:
Versicherungsombudsmann e.V.: PO Box 080632, 100 06 Berlin; Free phone: 0800 3696000.
Ombudsman for Private Health and Nursing Care Insurance: PO Box 060222, 1 0052 Berlin; Free phone: 0800 2550444.
German Federal Financial Supervisory Authority (BaFin): Contact via online form on the BaFin website.
These bodies offer an out-of-court and mostly free means of dispute resolution. The option of going to court always remains open to you. Carefully preparing your documents is of great importance for all escalation routes.
Expert tips for successful insurance contact
To ensure smooth and successful communication with your insurance company, follow some expert tips. Meticulously document each contact: record the date, time, conversation partner, and key details of phone calls. In the 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 information, whether in applications or in the event of a claim. Incorrect or incomplete information can lead to serious consequences under § 19 VVG, up to losing insurance coverage.
Our expert tip: Always present your concerns clearly, precisely, and objectively. Avoid emotional outbursts, even if you're upset. A structured presentation of the facts with all relevant details and evidence makes it easier for the claims adjuster and speeds up processing. Know your rights, such as the right to information and timely processing, but also your obligations, such as the duty to mitigate loss. In complex cases or if you are uncertain, discreet advice, like that offered by nextsure, can help you effectively represent your claims. Good preparation and a confident demeanour are often the keys to success.
Final call to get in touch
Communication with insurance providers doesn't 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. Remember that careful documentation and adherence to deadlines are crucial. If problems do arise, independent bodies like the Insurance Ombudsman and the BaFin are there to assist you. Take advantage of the digital options many insurers offer today, but don't hesitate to seek personal or written contact if the situation demands it. An informed approach to the 'contact with insurance' process saves time, reduces stress, and leads to quicker results.
Request an individual risk analysis now: Have your insurance situation reviewed for free and receive specific optimisation suggestions.
More useful links
Versicherungsombudsmann e.V. offers information on its website as an independent arbitration body for insurance disputes.
Wikipedia provides a comprehensive article about the Versicherungsombudsmann.
Ombudsmann Private Kranken- und Pflegeversicherung provides information on its website for complaints in private health and long-term care insurance.
Bundesgesundheitsministerium provides information about complaint options regarding health or long-term 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 viewing.
FAQ
What rights do I have as a policyholder when getting in touch?
Among other things, you have the right to comprehensive information about your contract, timely processing of your concerns, and an explanation in the event of benefit denials.
What are my main obligations when dealing with the insurance company?
Your key responsibilities include providing truthful and complete disclosure of all relevant information (duty of disclosure), timely payment of premiums, prompt reporting of damages, and the duty to mitigate damage.
How long is the processing of a claim allowed to take?
The duration depends on the complexity. For simple vehicle damages, it often takes four to six weeks. In cases of occupational disability, it can take months. You can set deadlines in case of unreasonable delays.
Is contacting the Insurance Ombudsman subject to a fee?
No, the procedure with the insurance ombudsman is usually free of charge for consumers. You only have to bear your own expenses such as postage.
What data is my insurance allowed to store when contacting me?
Insurance companies are allowed to store personal data necessary for fulfilling 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 promptly notify us of any significant changes that could affect the insured risk (increase in risk). This includes, for example, changes of address, change of occupation, or structural alterations to the insured property.
