OfferWe’re here to resolve insurance complaints
How we help
The Insurance Ombudsman provides an independent, impartial service to help resolve disputes with private insurance companies and related problems such as the extent of cover, modifications of insurance contracts, amount of a claim, refusal of daily sickness benefits etc.
The Ombudsman can also help with complaints about accident insurance (UVG/LAA), occupational benefits (BVG/LPP) by collective foundations of life insurers, mortgage loan contracts with insurers for owner-occupied residential property.
Discrepancies regarding
- Contents of an insurance policy
- Scope of coverage
- Amount of a claim
- Self- or third-party-fault
- Conclusion or termination of a policy
- Benefits of an accident insurance (UVG/LAA)
- Duty to provide occupational benefits (BVG/LPP)
- Mortgage loan contracts with insurers for owner-occupied residential property
Dispute resolution – free and independent
The Insurance Ombudsman is here to help in conflict situations. We investigate complaints and seek solutions.
investigating complaints
The Ombudsman Office’s lawyers investigate within their scope of competence written complaints about our member insurance companies. Their aim is to identify legitimate concerns of complainants. If the claims are unjustified, the Ombudsman’s team will explain the legal situation in an easily understandable language.
clarifying questions
Misunderstandings and unclear communication are often the cause of disputes. The Ombudsman Office tries to assess problems from a legal point of view. We try to offer further information, thereby settling questions and uncertainties.
obtaining information
If the Ombudsman Office requires further information to form its own opinion and to find a solution, it may request it from the involved insurer. Likewise, the Ombudsman may contact the insurer to clarify questions concerning case-handling procedures.
seeking solutions
If complaints fall within the competence of the Insurance Ombudsman and raise questions related to insurance law, we will get in contact with the involved insurer. With our intervention we will ask the insurer to give its opinion. In this case, the complaint and the documents submitted to the Ombudsman will be made available to the insurer.
resolving disputes
Ideally, both the complainant and the insurance company will resolve the complaint or reach a settlement in the course of the proceedings. If the parties do not reach a settlement, they can further pursue the complaint. None of the services provided by the Insurance Ombudsman will affect the complainant’s or the insurer’s rights.
Making a complaint
Complain to the insurer
Send your complaint to the insurance company and ask it to provide a written response that indicates its position.
If you’re not happy with the response you get from the insurer, you can ask us to get involved.
Complain to the Ombudsman
When you get in touch with us, we’ll need to know what the problem is and relevant facts of the case.
You should also send us important documents (copies of the correspondence with the insurer, contract documents etc.).
Response from the Ombudsman
Once we’ve checked your complaint is something we can help with, we’ll start to investigate.
If necessary, we’ll contact the insurance company. Ideally, both parties agree to resolve the dispute.
If your complaint is outside the scope of our competence, we’ll inform you how to proceed.
Member Insurance Companies
We resolve conflicts with insurance companies that are members of the Swiss Ombudsman of Private Insurance and of Suva
Do you have any questions?
Here you’ll find answers to frequently asked questions (FAQs).