Complaint

You can file a complaint if you believe that we have violated your right or interest, and especially if you are not satisfied with:

• the quality of our service or our product;
• the conduct of our employees or agents;
• a decision regarding the insurance contract or its execution;
• the execution of your request regarding the insurance contract;
• another type of cooperation with our company.

You can file a complaint in person or through a representative (proxy) in writing in one of the following ways:

• by filling out the form on our website
• by e-mail at prigovori@generali.rs
• by Generali mobile App
• in person, by filing a written complaint at our offices
• by sending a complaint by mail to the following address: Generali Osiguranje Srbija a.d.o., ul. Vladimira Popovića br. 8, 11 000 Beograd.

Please note that we are under no obligation consider a verbal complaint. Providing information verbally on request is not considered reply to a complaint within the meaning of the National Bank of Serbia’s Decision on Handling Complaints of Insurance Service Consumers.

The complaint shall contain the following information:

• name, surname and address of the complainant (for natural persons), and/or business name and head office, and name and surname of the legal representative/proxy (for legal persons);
• reasons for the complaint and your request;
• evidence supporting allegations in the complaint;
• date of submission of the complaint;
• your signature or the signature of your proxy, except when the complaint is submitted electronically.

If you wish, you can file a complaint using our form (complaint – natural persons and complaint – legal persons).
NOTE: If you are filing a complaint through a proxy, a special power of attorney is required. The proxy must have a special authority to file a complaint regarding the business practices of Generali Osiguranje Srbija a.d.o. and to take actions in the complaint procedure, and to access information related to you which is considered personal data within the meaning of the law governing personal data protection, and/or confidential information within the meaning of other laws and regulations.

If you filed a complaint at any of our business premises, we are required to issue a confirmation of receipt of the complaint, stating the time and place of the receipt, as well as the name of our employee who received the complaint. If you filed a complaint electronically, you will receive an automatic confirmation of receipt of the complaint.

DEADLINE FOR THE REPLY TO THE COMPLAINT
We are obliged to reply to the complaint within 15 days from the date of receipt of the complaint. We may extend this deadline for another 15 days, only if there are legitimate reasons to do so, in which case we will inform you in writing.

The complaint handling procedure is free of charge.

Generali Osiguranje Srbija a.d.o. handles each complaint in accordance with the Insurance Law and the National Bank of Serbia’s Decision on Handling Complaints of Insurance Service Consumers.

If you are dissatisfied with our decision or if it is not made within the deadline, you can contact the National Bank of Serbia by submitting a mediation proposal or a complaint in one of the following ways:

• by mail, to the following address: Narodna banka Srbije, Poštanski fax 712, 11 000 Beogra
• electronically, via the National Bank of Serbia website: www.nbs.rs