Complaint Management & Whistleblowing Policy
Published
01.03.2022
Updated
19.10.2022
Beschwerdemanagement
Es ist das Ziel Ihres Versicherers, des Underwriters und Ihres Maklers, allen Kunden einen erstklassigen Service anzubieten. Dennoch kann es Fälle geben, in denen bei Ihnen der Eindruck entstehen kann, dass dieses Ziel nicht erreicht wurde. In diesem Falle, insbesondere bei Unzufriedenheit im Hinblick auf die Vermittlungstätigkeit bzw. den Versicherungsvertrag oder eine Ihnen gebotene Dienstleistung, stehen Ihnen verschiedene Beschwerdemöglichkeiten offen.
Beschwerden in Bezug auf die Vermittlung des Versicherungsvertrages
Beschwerden, die sich auf die Vermittlungstätigkeit des im Versicherungsschein genannten Maklers beziehen, können unmittelbar an diesen unter den in dem Versicherungsschein angegebenen Kontaktdaten gerichtet werden.
Betrifft Ihre Beschwerde die Vermittlungstätigkeit des Underwriters, können Sie sich unmittelbar bei diesem beschweren. Die Kontaktdaten des Underwriters lauten wie folgt:
Hansekuranz Kontor GmbH
Hafenweg 23
48155 Münster
Tel.: +49 251 915999-0
Fax: +49 251 915999-15
E-Mail: mail@hansekuranz.com
Sollten Sie mit der Entscheidung über Ihre Beschwerde gegen die Vermittlungstätigkeit des Underwriters oder des Maklers nicht einverstanden sein, haben Sie die Möglichkeit, sich an die folgenden unabhängigen Schlichtungsstellen wenden:
Versicherungsombudsmann e. V.
Postfach 080632
10006 Berlin
Tel.: 0800 3696000 / +49 30 206058 99
Fax: 0800 3699000 / +49 30 206058 98
E-Mail: beschwerde@versicherungsombudsmann.de
Web: www.versicherungsombudsmann.de
Weiterhin können sie sich auch direkt an den im Versicherungsschein genannten Versicherer, die wenden, wenn Ihre Beschwerde die Vermittlungstätigkeit Maklers oder des Underwriters betrifft.
Beschwerden in Bezug auf den Versicherungsvertrag
Bei Unzufriedenheiten im Hinblick auf den Versicherungsvertrag, einschließlich der Schadenregulierung, oder eine Ihnen gebotene Dienstleistung können Sie sich bei Ihrem Versicherer unter den in dem Versicherungsschein angegebenen Kontaktdaten beschweren. An Ihren Versicherer gerichtete Beschwerden können auch bei dem im Versicherungsschein genannten Underwriters eingereicht werden, den Ihr Versicherer mit der Beschwerdebearbeitung beauftragt hat.
Weiterhin können Sie Ihre Beschwerde über Ihren Versicherer an die Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin) richten:
Bundesanstalt für Finanzdienstleistungsaufsicht
Graurheindorfer Straße 108
53117 Bonn
Telefon: +49 (0) 228 / 4108 - 0
Fax: + 49 (0)228 4108-1550
E-Mail: poststelle@bafin.de
Web: www.bafin.de
Die BaFin ist zwar keine Schlichtungsstelle und kann einzelne Streitfälle nicht verbindlich entscheiden. Sie prüft aber, ob ein Unternehmen verbindliche gesetzliche Vorgaben einhält.
Einreichung der Beschwerde und Ablauf des Beschwerdeverfahrens
Bei Einlegung einer Beschwerde bei dem Makler, dem Underwriter oder dem Versicherer geben Sie bitte, sofern möglich, die Versicherungsschein- / Identifikationsnummer und / oder Schadennummer an und schildern Ihr Anliegen. Der Eingang der Beschwerde wird bestätigt und diese genau geprüft. Nach Eingang der Beschwerde erhalten Sie in der Regel innerhalb von 14 Tagen eine Entscheidung über Ihre Beschwerde oder einen Zwischenbescheid, mit Gründen für die Verzögerung Angaben, wann die Prüfung voraussichtlich abgeschlossen sein wird.
Die BaFin hat auf Ihrer Internetseite weitere Informationen über die Einlegung einer Beschwerde, die Zugangsvoraussetzungen und den Ablauf des Beschwerdeverfahrens veröffentlicht, die Sie dort auch telefonisch erhalten können.
Weitere Informationen über die Einlegung einer Beschwerde, die Zugangsvoraussetzungen und das Verfahren vor den genannten Schlichtungsstellen (Versicherungsombudsmann e.V.) können Sie über deren Internetseite abrufen oder dort telefonisch erfragen.
Die Möglichkeit, den Rechtsweg zu bestreiten, bleibt in jedem Falle unberührt.
HANSEKURANZ KONTOR WHISTLEBLOWING POLICY (Original Version)
INTRODUCTION
It is important to the Company that any fraud, misconduct or wrongdoing is reported and properly dealt with. The Company therefore encourages all individuals to raise any concerns that they may have about the conduct of others in the business or the way in which the business is run. This policy sets out the way in which individuals may raise any concerns that they have and how those concerns will be dealt with.
This policy applies to all employees of the Company, full time and part time employees on fixed term contracts and others performing functions in relation to the organization, such as agency workers and contractors, are encouraged to use it. It is also available to use by any external third party or counterparty.
This policy and procedure is not contractual and the Company reserves the right to amend it should it, in its sole discretion, elect to do so.
PRINCIPLES
- Everyone should be aware of the importance of preventing and eliminating wrongdoing at work. Individuals should be watchful for illegal or unethical conduct and report anything of that nature that they become aware of.
- Any matter raised under this procedure will be investigated thoroughly, promptly and confidentially, and the outcome of the investigation reported back to the worker who raised the issue.
- No individual will be victimized for raising a matter under this policy. This means that the continued employment and opportunities for future promotion or training of the individual will not be prejudiced because he/she has raised a legitimate concern.
- Victimization of a worker for raising a qualified disclosure will be a disciplinary offence.
- If misconduct is discovered as a result of any investigation under this procedure the organization’s disciplinary procedure will be used, in addition to any appropriate external measures.
- Maliciously making a false allegation is a disciplinary offence.
- An instruction to cover up wrongdoing is itself a disciplinary offence. If told not to raise or pursue any concern, even by a person in authority such as a manager, individuals should not agree to remain silent.
This procedure is for disclosures about matters other than a breach of an employee's own contract of employment. If an employee is concerned that his/her own contract has been, or is likely to be, broken, he/she should use the organization’s grievance procedure.
POLICY
The law provides protection for those who raise legitimate concerns about specified matters. These are called "qualifying disclosures". A qualifying disclosure is one made in the public interest by an individual who has a reasonable belief that:
- a criminal offence;
- a miscarriage of justice;
- an act creating risk to health and safety;
- financial fraud or mismanagement;
- an act causing damage to the environment;
- negligence;
- breaches of our internal policies and procedures;
- breaches of competition law or anti-competitive practices;
- a breach of any other legal obligation;
- conduct likely to damage Munich Re (Group) and/or any associated subsidiary company’s reputation;
- concealment of any of the above;
is being, has been, or is likely to be, committed.
It is not necessary for the individual to have proof that such an act is being, has been, or is likely to be, committed - a reasonable belief is sufficient. The individual has no responsibility for investigating the matter - it is the Company’s responsibility to ensure that an investigation takes place.
PROCEDURE
1. Step One
In the first instance, and unless you reasonably believe your Manager to be involved in the wrongdoing, or if for any other reason you do not wish to approach your Manager, any concerns should be raised with your Manager. If you believe your Manager to be involved, or for any reason do not wish to approach your Manager, then you should proceed straight to Step Three.
Hinrik Wauer (Prokurist)
Carina Kurella (Legal Advisor)
2. Step Two
Your Manager will arrange an investigation into the matter (either by investigating the matter themself or immediately passing the issue to someone in a more senior position). The investigation may involve you and other individuals involved giving a written statement. Any investigation will be carried out in accordance with the principles set out above. Your statement will be taken into account, and you will be asked to comment on any additional evidence obtained. Your Manager (or the person who carried out the investigation) will then report to the board, which will take any necessary action, including reporting the matter to any appropriate government department or regulatory agency.
If disciplinary action is required, your Manager (or the person who carried out the investigation) will report the matter to Human Resources Department and instigate the disciplinary procedure. On conclusion of any investigation, you will be told the outcome and what the board has done, or proposes to do, about it. If no action is to be taken, the reason for this will be explained.
3. Step Three
If you are concerned that your Manager is involved in the wrongdoing, has failed to make a proper investigation or has failed to report the outcome of the investigations to the board, you should inform the General Counsel, who will arrange for another manager to review the investigation carried out, make any necessary enquiries and make his own report to the board as in Step Two above. Any approach to the General Counsel will be treated in the strictest confidence and your identity will not be disclosed without your prior consent.
Konstantin von Jagow (Munich Re)
4. Step Four
Where the matter is more serious, or you feel that your Manager or the General Counsel has not addressed your concern, or you prefer not to raise it with them for any reason, you should liaise with the independent confidential reporting line. Calls are handled by skilled staff and will be treated in complete confidence. A report of the call will be sent to Group General Counsel. The reporting line will not disclose your name, if you wish to remain anonymous.
You can contact the reporting line at any time at:
https://www.bkms-system.net/bkwebanon/report/clientInfo?cin=13mr17&c=-1&language=ger
5. Step Five
If on conclusion of all of the above steps, you reasonably believe that the appropriate action has not been taken, you should report the matter to the proper authority. The legislation sets out a number of bodies to which qualifying disclosures may be made. These include:
- HM Revenue & Customs;
- Financial Conduct Authority;
- Competition and Markets Authority;
- Health and Safety Executive;
- Environment Agency;
- Independent Police Complaints Commission;
- Serious Fraud Office.
Complaint Management
It is the goal of your insurer, underwriter and broker to provide first class service to all clients. However, there may be cases where you may feel that this goal has not been achieved. In this case, especially if you are dissatisfied with the brokerage activity or the insurance contract or a service offered to you, you have various possibilities for complaint.
Complaints regarding the mediation of the insurance contract
Complaints relating to the brokerage activities of the broker named in the insurance policy may be addressed directly to the broker using the contact details given in the insurance policy.
If your complaint concerns the underwriter's brokerage activities, you can complain directly to the underwriter. The contact details of the underwriter are as follows:
Hansekuranz Kontor GmbH
Hafenweg 23
48155 Münster
Phone: +49 251 915999-0
Fax: +49 251 915999-15
e-mail: mail@hansekuranz.com
If you do not agree with the decision on your complaint against the underwriter's or broker's mediation activities, you have the possibility to turn to the following independent arbitration bodies:
Versicherungsombudsmann e. V.
P.O. Box 080632
10006 Berlin
Phone: 0800 3696000 / +49 30 206058 99
Fax: 0800 3699000 / +49 30 206058 98
e-mail: beschwerde@versicherungsombudsmann.de
Web: www.versicherungsombudsmann.de
Furthermore, you can also contact the insurer named in the insurance policy directly, who will contact you if your complaint concerns the brokerage activities of the broker or underwriter.
Complaints concerning the insurance contract
If you are dissatisfied with the insurance contract, including the settlement of claims, or with any service provided to you, you may complain to your insurer using the contact details provided in the policy. Complaints addressed to your insurer may also be submitted to the underwriter named in the policy and appointed by your insurer to handle the complaint.
Furthermore, you can submit your complaint about your insurer to the Federal Financial Supervisory Authority (BaFin):
Bundesanstalt für Finanzdienstleistungsaufsicht
Graurheindorfer Straße 108
53117 Bonn
Phone: +49 (0) 228 / 4108 - 0
Fax: + 49 (0)228 4108-1550
E-mail: poststelle@bafin.de
Web: www.bafin.de
Although BaFin is not a conciliation office and cannot make binding decisions on individual disputes, it is able to provide a range of services and does examine whether a company complies with binding legal requirements.
Filing a complaint and the course of the complaint procedure
When lodging a complaint with the broker, the underwriter or the insurer, please state, if possible, the policy/identification number and/or claim number and describe your concern. The receipt of the complaint will be acknowledged and the complaint will be examined in detail. After receipt of the complaint, you will normally receive a decision on your complaint or an interim decision within 14 days, with reasons for the delay.
BaFin has published further information on its website about lodging a complaint, the conditions of access and the course of the complaint procedure, can also be obtained by telephone.
Further information on lodging a complaint, the requirements for access and the procedure to be followed with aforementioned conciliation bodies (Versicherungsombudsmann e.V.) can be found on their website or can be obtained by telephone.
In any case, the possibility of contesting the legal process remains unaffected.
HANSEKURANZ KONTOR WHISTLEBLOWING POLICY
INTRODUCTION
It is important to the Company that any fraud, misconduct or wrongdoing is reported and properly dealt with. The Company therefore encourages all individuals to raise any concerns that they may have about the conduct of others in the business or the way in which the business is run. This policy sets out the way in which individuals may raise any concerns that they have and how those concerns will be dealt with.
This policy applies to all employees of the Company, full time and part time employees on fixed term contracts and others performing functions in relation to the organization, such as agency workers and contractors, are encouraged to use it. It is also available to use by any external third party or counterparty.
This policy and procedure is not contractual and the Company reserves the right to amend it should it, in its sole discretion, elect to do so.
PRINCIPLES
- Everyone should be aware of the importance of preventing and eliminating wrongdoing at work. Individuals should be watchful for illegal or unethical conduct and report anything of that nature that they become aware of.
- Any matter raised under this procedure will be investigated thoroughly, promptly and confidentially, and the outcome of the investigation reported back to the worker who raised the issue.
- No individual will be victimized for raising a matter under this policy. This means that the continued employment and opportunities for future promotion or training of the individual will not be prejudiced because he/she has raised a legitimate concern.
- Victimization of a worker for raising a qualified disclosure will be a disciplinary offence.
- If misconduct is discovered as a result of any investigation under this procedure the organization’s disciplinary procedure will be used, in addition to any appropriate external measures.
- Maliciously making a false allegation is a disciplinary offence.
- An instruction to cover up wrongdoing is itself a disciplinary offence. If told not to raise or pursue any concern, even by a person in authority such as a manager, individuals should not agree to remain silent.
This procedure is for disclosures about matters other than a breach of an employee's own contract of employment. If an employee is concerned that his/her own contract has been, or is likely to be, broken, he/she should use the organization’s grievance procedure.
POLICY
The law provides protection for those who raise legitimate concerns about specified matters. These are called "qualifying disclosures". A qualifying disclosure is one made in the public interest by an individual who has a reasonable belief that:
- a criminal offence;
- a miscarriage of justice;
- an act creating risk to health and safety;
- financial fraud or mismanagement;
- an act causing damage to the environment;
- negligence;
- breaches of our internal policies and procedures;
- breaches of competition law or anti-competitive practices;
- a breach of any other legal obligation;
- conduct likely to damage Munich Re (Group) and/or any associated subsidiary company’s reputation;
- concealment of any of the above;
is being, has been, or is likely to be, committed.
It is not necessary for the individual to have proof that such an act is being, has been, or is likely to be, committed - a reasonable belief is sufficient. The individual has no responsibility for investigating the matter - it is the Company’s responsibility to ensure that an investigation takes place.
PROCEDURE
1. Step One
In the first instance, and unless you reasonably believe your Manager to be involved in the wrongdoing, or if for any other reason you do not wish to approach your Manager, any concerns should be raised with your Manager. If you believe your Manager to be involved, or for any reason do not wish to approach your Manager, then you should proceed straight to Step Three.
Hinrik Wauer (Prokurist)
Carina Kurella (Legal Advisor)
2. Step Two
Your Manager will arrange an investigation into the matter (either by investigating the matter themself or immediately passing the issue to someone in a more senior position). The investigation may involve you and other individuals involved giving a written statement. Any investigation will be carried out in accordance with the principles set out above. Your statement will be taken into account, and you will be asked to comment on any additional evidence obtained. Your Manager (or the person who carried out the investigation) will then report to the board, which will take any necessary action, including reporting the matter to any appropriate government department or regulatory agency.
If disciplinary action is required, your Manager (or the person who carried out the investigation) will report the matter to Human Resources Department and instigate the disciplinary procedure. On conclusion of any investigation, you will be told the outcome and what the board has done, or proposes to do, about it. If no action is to be taken, the reason for this will be explained.
3. Step Three
If you are concerned that your Manager is involved in the wrongdoing, has failed to make a proper investigation or has failed to report the outcome of the investigations to the board, you should inform the General Counsel, who will arrange for another manager to review the investigation carried out, make any necessary enquiries and make his own report to the board as in Step Two above. Any approach to the General Counsel will be treated in the strictest confidence and your identity will not be disclosed without your prior consent.
Konstantin von Jagow (Munich Re)
4. Step Four
Where the matter is more serious, or you feel that your Manager or the General Counsel has not addressed your concern, or you prefer not to raise it with them for any reason, you should liaise with the independent confidential reporting line. Calls are handled by skilled staff and will be treated in complete confidence. A report of the call will be sent to Group General Counsel. The reporting line will not disclose your name, if you wish to remain anonymous.
You can contact the reporting line at any time at:
https://www.bkms-system.net/bkwebanon/report/clientInfo?cin=13mr17&c=-1&language=ger
5. Step Five
If on conclusion of all of the above steps, you reasonably believe that the appropriate action has not been taken, you should report the matter to the proper authority. The legislation sets out a number of bodies to which qualifying disclosures may be made. These include:
- HM Revenue & Customs;
- Financial Conduct Authority;
- Competition and Markets Authority;
- Health and Safety Executive;
- Environment Agency;
- Independent Police Complaints Commission;
- Serious Fraud Office.
