SATUM CZECH s.r.o. values feedback from its clients and considers it a priority to satisfy their needs and always seek the most suitable solution for them. Should a situation nevertheless arise where a customer (policyholder, insured or other affected persons, hereinafter referred to as “complainant”) has reservations regarding the procedure of the company SATUM CZECH s.r.o. as an independent insurance intermediary, they may file a complaint with the company’s managing director, preferably by email to stiznosti@satum.cz or by letter to the company’s registered office address. The filed complaint should contain information serving to identify the complainant and a sufficiently detailed description of the situation being addressed.
The managing director is obliged to properly deal with the complaint and provide the complainant with a response within 30 days of its receipt. In the response, the managing director shall state whether the complaint is found to be justified or not. In the case of justified complaints, the complainant is informed, inter alia, of the manner in which the complaint will be, or has already been, resolved, when this will happen or has already happened, and also of the measures that the company has adopted or will adopt in order to prevent a similar situation from recurring in the future. This may include, for example, carrying out an extraordinary internal audit of the affected department, workplace, team or employee, appropriate modification of internal processes, standards, etc. If the managing director does not find the complaint justified, he shall state the reasons in his response and inform the complainant of the possibility of contacting the relevant public authorities or professional organisations in case of dissatisfaction (see below).
In addition to filing a complaint with the managing director of SATUM CZECH s.r.o., it is possible to contact the Czech National Bank, which exercises supervision over the conduct of insurance intermediaries’ activities pursuant to Section 94(1) of Act No. 170/2018 Coll., on insurance and reinsurance distribution. It is also possible to contact the relevant insurance company to which the matter relates. If the complainant is convinced that the seriousness of the case so requires, they may file an action against the insurance intermediary at the competent court (usually the district court according to the registered office of the insurance intermediary).
For out-of-court dispute resolution, a consumer, i.e. a person acting outside the scope of their business activity, has the option of contacting, depending on the sector of the insurance concerned, the Financial Arbitrator (available at https://finarbitr.cz/cs/), the Ombudsman of the Czech Insurance Association (see https://www.ombudsmancap.cz/reseni-sporu/informace-o-adr), or the Czech Trade Inspection Authority (https://www.coi.cz/informace-o-adr/). In the case of concluding an insurance contract online, the consumer may also use the European Platform for Online Dispute Resolution (at https://ec.europa.eu/consumers/odr).
