All Group companies offer you a common customer service area to listen to and resolve your complaints or claims.
In DKV, we are really interested in any cases where our clients inform us that the Company has not met its service expectations.
Every complaint we receive is an opportunity to improve. That's why our specialised team jumps into action from the very first moment to give you a quick and effective response.
During 2024...
And 4,607 claims have been processed by our Customer Protection and Customer Services departments.
This is the average response time in complaints and 13 days in claims
Of files processed were resolved within 5 days and 93% within 30 days.
Were responded to within 6 to 30 days.
Our Commitment
Each complaint is an opportunity to improve the quality of service offered to the customer, which is a priority for us. Therefore, with an aim to protect and ensure our customers' rights, we endeavour to respond in the most efficient and timely way possibly, aiming to ensure that the process does not take any longer than what is strictly necessary.
All information regarding complaints and claims is analysed and researched by our Customer Defence Service, with the remit to measure and assess the efficiency and effectiveness of how the process is managed across the whole company: branches, call centres and central services.
Additionally, to reflect the view of the client, we analyse these complaints and claims according to their nature or risk, and we carry out continuous monitoring of the client's opinion.
And we commit to responding within a maximum of two months from its initial presentation.
Applicable legislation
The procedures for resolving complaints and claims put forward by customers of financial entities are regulated by Act 44/2002, of 22 November, on Measures to Reform the Financial System, and by Order ECO/734/2004, of 11 March, on customer services and the financial consumer ombudsman, as well as by all other legal provisions that complement or modify the above.