COMPLAINTS AND DISPUTE RESOLUTION
Complaint options:
If you are not satisfied with our service or performance, please address your concerns to us first. You can reach us:
- by phone: 0732 2596
- via our online complaint form
- via email to beschwerde@lamie-direkt.at.
- by post: L’AMIE AG, Hasnerstraße 2, A-4020 Linz
Complaint process:
Regardless of the reimbursement chosen (telephone, e-mail, online form), an employee records the complaint and stores it in the internal system. As part of the recording, all information relevant to the complaint is collated and processed. All complaints are forwarded to the responsible office in the company and dealt with within a reasonable time frame.
The internal performance indicators for the final handling of a complaint provide a resolution after a maximum of 14 days unless the situation is exceptional. The complainant receives a written reply offering redress or remedial action or informing him of the reasoned rejection of the complaint.
The response letter contains, in particular, the information that, in the absence of a satisfactory resolution, the complainant can continue his complaint by contacting the insurer’s complaints office or, if necessary, with national arbitration boards and/or supervisory authorities. For details, please refer to your insurance conditions.
If contrary to expectations cannot satisfactorily resolve your concern, the following offices are available to you for complaint and dispute resolution:
Complaints office via insurance brokers in the BMDW, Federal Ministry for Digitization and Business Location, Department IV / 1 (trade law), Stubenring 1, 1010 Vienna. The complaints office has to receive complaints from customers about insurance brokers free of charge according to §365z1 Abs 1 GewO. Such complaints must be treated and answered in any case. If possible, work towards a mediation. Further information can be found here.
Arbitration bodies:
Legal and arbitration board of the professional association of insurance brokers and consultants in insurance matters: this can be called on to settle disputes out of court. Further information can be found here.
Consumer arbitration board, Internet ombudsman, online dispute resolution platform: As a consumer, you can contact the arbitration for consumer transactions or the Internet ombudsman for out-of-court dispute resolution. Participation in the arbitration process is free and voluntary. The arbitration proposal is not binding.
You can also address your complaint to the EU’s online dispute resolution platform.