Complaint management

Information about complaint handling

Your satisfaction is important to us!

We attach great importance to offering our customers consistently high quality of service. The focus of all our efforts is the satisfaction of our customers.

Should it ever happen that we do not meet your expectations to your satisfaction, please contact us. We take every hint seriously and always see complaints as a chance to work on our continuous improvement.

Below you will find answers on where and how you can file complaints with us and how the complaints procedure works. We also inform you about further possibilities for out-of-court settlement.


How to file complaints with us

You can submit your complaint in writing by letter, by phone, fax or e-mail.


AVW Versicherungsmakler GmbH

Qualitätsmanagement / Beschwerde

Hammerbrookstr. 5

20097 Hamburg

Telefon: (040) 2 41 97 - 0

Telefax: (040) 2 41 97 - 115


What information we need from you

In order to process your complaint quickly, we need the following information from you:

  • Company name and address
  • name of contact person
  • Telephone number or e-mail address
  • Description of the facts


How we treat your complaint

  1. If we receive a complaint from you, we will promptly acknowledge receipt and inform you of the complaint handling procedure and the approximate processing time. If we discover that your complaint concerns an item for which we are not responsible, we will promptly inform you of this and, if possible, notify you of the relevant department.
  2. We will thoroughly review your complaint and will endeavor to respond as soon as possible. If this is not possible, we will inform you of the reasons for the delay and when the test is expected to be completed. Upon request, we will give you all notifications and information in writing.
  3. If we are unable or unable to fully comply with your request, we will explain the reasons for this and point out possible ways in which you can continue to pursue your request.


Arbitration boards for out-of-court dispute resolution

If you are not satisfied with our decision, you have the option of contacting the Ombudsman responsible for out-of-court dispute resolution. The out-of-court dispute resolution procedure is free of charge for you.


The contact details are:

Tel .: +49 0800 3696000 *

Fax: +49 0800 3699000 *


*Free from german network



Stand: 23.08.2019