Complaints
Alchemy Underwriting Nordics AB is committed to handling complaints fairly, promptly and in accordance with applicable insurance complaints-handling regulations.
This complaints process applies to commercial policyholders, insured entities, brokers, claimants and other eligible complainants.
We are dedicated to improving our services and welcome feedback on all aspects of our services. If you need to raise a complaint, you have the right to do so.
Should you not be satisfied or should you have any complaints about your policy or the handling of a claim, you can submit a complaint by email outlining the circumstances of your concern to complaints@alchemyunderwritingnordics.com.
How We Handle Your Complaint
We handle complaints in accordance with applicable insurance complaints-handling regulations in the relevant Nordic jurisdiction.
Within two to five business days after you have registered your complaint including all necessary information, we will provide you with written confirmation acknowledging that we have received your complaint.
We review your complaint thoroughly and fairly and provide a final response within applicable regulatory timeframes.
In case we need any additional information to assess your complaint, we will contact you to request further details.
If your complaint is particularly complex, and we need more time to investigate, we will contact you within the required local time frame to let you know the status of your complaint.
If You Are Dissatisfied
If you are not satisfied with our final response, you may refer your complaint to an external dispute resolution.
External dispute resolution schemes such as a regulator or an ombudsman service can provide an independent review of your complaint.
Contact details for the relevant external dispute resolution organisations in each Nordic country:
Denmark
Your complaint will be acknowledged, in writing, within 3 (three) business days of the complaint being made.
A decision on your complaint will be provided to you, in writing, within reasonable time, and no longer than 8 (eight) weeks of the complaint being received.
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being received, you may be eligible to refer your complaint to the Insurance Complaints Board in Denmark.
The contact details are as follows:
Ankenævnet for Forsikring
Østergade 18, 2
1100 København K
Denmark
Telephone: +45 33 15 89 00
E-mail: ankeforsikring@ankeforsikring.dk
Website: www.ankeforsikring.dk/english
The complaints handling arrangements above are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights.
Norway
Your complaint will be acknowledged, in writing, within 5 (five) working days of the complaint being made.
A decision on your complaint will be provided to you, in writing, within 15 (fifteen) working days of the complaint being received.
If a final answer cannot be provided within 15 working days of the complaint being received, the insurer must send a preliminary answer to the complainant with a clear indication of the reasons why the answer is not yet available, and with an indication of when the complainant will receive a final answer.
In extraordinary cases, beyond the insurers control, the deadline for sending such a preliminary response can be extended to up to 35 working days from receipt.
Should you remain dissatisfied with the final response or if you have not received a preliminary answer within 15 (fifteen) working days of the complaint being received, or at any time after you have made the complaint to the party named above, you may refer your complaint to the Norwegian Financial Services Complaints Board.
The contact details are as follows:
Norwegian Financial Services Complaints Board (FinKN)
Postboks 53 Skøyen
0212 Oslo
Norway
Telephone: +47 23 13 19 60
Fax: +47 23 13 19 70
E-mail: post@finkn.no
Website: www.finkn.no/English
If you have a ‘Fire & Natural perils’ policy and you experience a decreased compensation or a refusal of compensation from the Insurer, you have the right to appeal to the Appeals Board for Natural Damage Cases.
The contact details are as follows:
Norwegian National Scheme for Natural Damage Assistance/Appeals Board for Natural Damage Cases c/o Norwegian Agriculture Agency
Post-box 1450 Vika
N-0116 OsloNorway
Tel: +47 2413 1000
Email: postmottak@landbruksdirektoratet.no
Website: www.naturskadeordningen.no
The complaints handling arrangements above are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights.
Sweden
Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.
A decision on your complaint will be provided to you, in writing, within 14 (fourteen) calendar days of the complaint being made.
If we are unable to provide a final response within fourteen (14) calendar days, we will inform you of the reasons for the delay and indicate when you can expect to receive a final response.
If you remain dissatisfied with our final response, or if you have not received a final response within the timeframe stated above, you may have the right to refer the matter to an external dispute resolution body, where applicable, or otherwise pursue legal remedies in accordance with your contractual and statutory rights.
For Swedish-based complainants, certain disputes may be referred to the National Board for Consumer Complaints (Allmänna reklamationsnämnden – ARN), where eligibility criteria are met.
The contact details are as follows:
National Board for Consumer Complaints (ARN)
Box 174
101 23 Stockholm
Sweden
Telephone: +46 8 50 88 60 00
Fax: + 46 8 50 88 60 01
E-mail: arn@arn.se
Website: www.arn.se or www.arn.se/om-arn/anmalan/
The complaints handling arrangements above are without prejudice to your right to commence a legal action in court or an alternative dispute resolution proceeding in accordance with your contractual rights.
Finland
Your complaint will be acknowledged, in writing, within 5 (five) business days of the complaint being made.
A decision on your complaint will be provided to you, in writing, within 8 (eight) weeks of the complaint being made.
Should you remain dissatisfied with the final response or if you have not received a final response within 8 (eight) weeks of the complaint being made, you may be eligible to refer your complaint to the Financial Ombudsman Bureau or the Consumer Disputes Board. The contact details of these organisations are as follows:
Financial Ombudsman Bureau
Porkkalankatu 1
00180 Helsinki
Finland
Tel: +358 9 6850 120
Email: info@fine.fi
Website: www.fine.fi/en/frontpage.html
Consumer Disputes Board
Hämeentie 3
P.O. Box 306
00531 Helsinki
Finland
Tel: +358 29 566 5200
Fax: +358 29 566 5249
E-mail: kril@oikeus.fi
Website: https://www.kuluttajariita.fi/en/
The complaints handling arrangements above are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights. You are entitled to institute a claim in the district court of your place of residence in Finland if you are Finnish resident and a policyholder, insured or beneficiary under your insurance contract. Such claim may be instituted within three years after receiving a written information on the final response.
Complaints Officer
You can always direct a complaint to the complaints officer at Alchemy Underwriting Nordics AB:
christian.muller@alchemyunderwriting.se
+46 (0)708 411 136