Legal information

Complaints Procedure

VIPOX brokersko društvo u osiguranju d.o.o. treats every complaint seriously, impartially and without delay. This page describes how to submit a complaint and what you can expect from us.

1. Who may submit a complaint and within what period

A complaint may be submitted by any client, insured person, insurance beneficiary or other interested party who considers that their rights or interests have been affected by the Company's conduct in connection with insurance brokerage services.

A complaint is submitted within 15 days from the day of learning of the reason for the complaint.

2. How to submit a complaint

by post — to: VIPOX brokersko društvo u osiguranju d.o.o., Čekaluša 52, 71000 Sarajevo, marked “Complaint”;
by e-mail — to info@vipox.ba, with “Complaint” in the subject line;
orally, for the record — at the Company's registered office, during working hours (Monday–Friday, 08:00–16:30).

3. What a complaint should contain

the name, or company name, of the complainant and contact details (address, phone, e-mail);
a clearly stated reason for the complaint and a description of the event or conduct it refers to;
evidence supporting the complaint (documents, correspondence, etc.), where available;
the date of submission and the complainant's signature (for written complaints).

4. Handling of the complaint and response deadline

The Company will consider the complaint impartially and with due care, and will provide the complainant with a written response within 15 days of receiving the complaint. If additional time is required (e.g. to obtain documentation from third parties), the Company will inform the complainant, stating the reasons and the expected deadline.

Submitting a complaint and the complaints procedure are free of charge for the complainant.

5. Further steps

If you are not satisfied with the Company's response, or you do not receive a response within the stated period, you have the right to:

contact the Insurance Supervision Agency of the Federation of BiH (www.nados.ba), as the supervisory authority;
initiate amicable dispute resolution (mediation), where a mediation body is available for the specific dispute in Bosnia and Herzegovina;
seek protection of your rights before the competent court in Sarajevo.

If your complaint concerns the processing of personal data, you may also address it to our Personal Data Protection Officer at szlp@vipox.ba — see the Privacy Notice.