Complaints

We want you to be satisfied with our service. If this is not the case, please let us know. We take your complaint seriously and use your feedback to improve our service.

If you’re not satisfied with something, please call us. We’ll try to resolve it immediately on the phone. If this isn’t possible, you can also submit your complaint in writing: by post, by email or on My OOM.

The department handling your insurance will handle your complaint carefully and confidentially. All complaints are registered and used to improve our services.

• By email: klacht@oomverzekeringen.nl
• On My OOM
• By post:
  OOM Verzekeringen
  PO Box 3036
  2280 GA Rijswijk
  The Netherlands 

To resolve your complaint, we need the following details:

• Your contact details (address, phone, email address). 
• Your policy number.
• A description of your complaint.
• The desired solution.

If you have any additional information that could us give a better picture of your complaint, please send a copy as well.

We’ll contact you within 10 working days. In most cases, we’re able to deal with your complaint fully by then. Occasionally, we need more time to resolve your complaint. If it’s going to take longer, we’ll let you know. We’ll always inform you within 10 working days how much time we expect to need to provide a complete answer.

It’s possible that the solution to your complaint might not be what you expected. If you’re still not satisfied, you can forward your complaint to an independent party such as a complaints authority, or the court in The Hague.

• For complaints about our health or SOS insurance policies -
  Health Insurance Complaints and Disputes Foundation (SKGZ).
• For complaints about our Non-Life insurance -
  Financial Services Complaints Institute (Kifid).
  
  • If you’re a business customer, the options for submitting a complaint to the Kifid are limited.
  • In all cases, if the Kifid makes a binding decision, you can no longer take the matter to court.
• Court: If you don’t want to or can’t submit your complaint to KiFiD or SKGZ, you can always take the dispute to court. For businesses, the dispute can only be taken to court.
• Insurance Disciplinary Board: The Insurance Disciplinary Board oversees the conduct of insurers.