Establishing and maintaining good relationships in full transparency with our clients and business partners is our top priority. Although technology supports us in fulfilling our tasks, it is and will always be the human being who decides and takes responsibility. Despite all our efforts to always perform our tasks carefully and correctly, we cannot exclude the possibility that we may have inadvertently made a mistake or that there may be dissatisfaction with us for other reasons.

We have established a system for handling complaints for the following cases.

• The fastest and most convenient way is via our Complaint Form on this page.

• You can contact us by mail at:
  Baloise Life (Liechtenstein) AG
  Alte Landstrasse 6
  FL-9496 Balzers
  Liechtenstein
• You can contact us by e-mail at: complaints@baloise-life.com
• You can contact us by telephone on: +423 388 90 00
• You can contact us by fax at: +423 388 90 21

Please note that although we can receive complaints by telephone, we still need the complaint in written form in order to be able to process it. Only in this way can we ensure that the information is passed on to the persons who are actually entitled to it. In the case of a complaint made by telephone, we will send the complainant a complaint form.
 

• The complainant's contact details (name, surname, address, telephone/fax number and e-mail address)
• His/her role in relation to the policy (e.g. policyholder, beneficiary or intermediary)
• The policy number
• Description of the claim
• Necessary figures, data and facts relating to the claim

As part of processing complaints, we will collect and store relevant data relating to the complaint and, if necessary, pass it on to you. When processing data, we shall of course comply with the relevant provisions of the Basic Data Protection Regulation.

In addition, life insurance policies in Liechtenstein are subject to what is known as trade secrecy, which, in simple terms, prohibits the insurance company or its employees from passing on information about the policy to third parties unless the policyholder has first released us from this obligation. Therefore, if the complainant is not the policyholder, a signed declaration of exoneration by the policyholder is required for the claim to be processed.

Any kind of dissatisfaction is treated seriously from the outset and - importantly - with us there is no need to use the word 'complaint' either in writing or orally.

All complaints are collected, analysed and evaluated centrally by our complaints department. Your complaint will of course be treated confidentially and as quickly as possible. We normally process files within three to five working days of their receipt.

If we do not find a solution in time, you will receive provisional feedback from us, in which we will explain the reasons for the delay and the next steps in the complaint handling process.

Once we have established our position, you will receive a response in the form of a written statement. We use clear, unambiguous and understandable language.

Your right to take legal action remains unaffected by the filing of a complaint.