Internal Procedure for Handling Complaints

The policyholder, the insured person, other beneficiaries under insurance contracts and consumer associations are informed of the possibility of filing a complaint against the work or conduct of the insurance brokerage company ADP Adria d.o.o., which is resolved within the framework of the internal complaint handling procedure by the complaint committee of ADP Adria d.o.o., at the address Dunajska cesta 129, 1000 Ljubljana.

The complaint may refer to the performance of legal obligations and rights of the insurance intermediary and to the careless or improper conduct of the insurance brokerage company.

Procedure:

• The client may address a complaint regarding our conduct in writing to ADP Adria d.o.o., Dunajska cesta 129, 1000 Ljubljana, or by e-mail to info@adp-adria.eu or may submit it orally for the record at the company’s registered office.

• Oral complaints will be handled immediately if possible; however, if the client wishes to receive a written response, a record of the oral complaint shall be prepared and it shall be treated as a written complaint.

• The complaint will be duly considered and a written response will be provided to you as soon as possible (normally within 15 days, but no later than 30 days from receipt of the complaint).

• The complaint shall be decided in accordance with the internal Rules on the Internal Complaint Procedure and Out-of-Court Dispute Resolution.

• If the client does not agree with the resolution of the complaint, he or she may refer the complaint for resolution to the European Centre for Dispute Resolution, Tomšičeva 6, 1000 Ljubljana (www.ecdr.si)

Out-of-Court Dispute Resolution

The policyholder is informed of the possibility of out-of-court dispute resolution between the insurance intermediary and the policyholder pursuant to Article 557 of the Insurance Act (ZZavar-1) in connection with paragraph 2 of Article 579 of the Insurance Act (ZZavar-1), whereby the policyholder may enforce his or her rights against the insurance brokerage company out of court at the European Centre for Dispute Resolution, Tomšičeva 6, 1000 Ljubljana (www.ecdr.si).