Complaints

We want you to be happy with Hanna. If something does not go the way you expect, tell us. You have the right to complain to us at any time, and it costs you nothing.

We take every complaint seriously. It helps us see where we need to do better, and it has no effect on your contract or on an open claim.

The quickest way is the form further down this page. You can just as well send us an email or a letter.

Email

beschwerde@hannadirekt.de

Postal address

Alteos GmbH
Tauentzienstr. 7 b/c
10789 Berlin

• your name and address
• your email address, so that we can reply to you, and your phone number if you would rather we call you back
• your policy or claim number, if your complaint is about a policy or a claim with us
• a clear description of what happened and what you would like us to do
• copies of any related documents

The more precisely you tell us what it is about, the faster we can sort it out.

• We look into your complaint in full.
• We reply to you as quickly as possible.
• If our review takes longer than three working days, we tell you why and when you will get our answer.
• If you wish, you get our answer in writing.
• If we cannot fully resolve your complaint, we explain the reasons and tell you what other options you have.

Participation in dispute resolution proceedings before a consumer dispute resolution body is based on voluntary membership of the Insurance Ombudsman (Versicherungsombudsmann e.V.).

Versicherungsombudsmann e.V.
Postfach 080 632
10006 Berlin

Phone: 0800 3696000
Email: Beschwerde@versicherungsombudsmann.de

You can find more information online: www.versicherungsombudsmann.de

Federal Financial Supervisory Authority

Bonn office
Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin)
Graurheindorfer Str. 108
53117 Bonn

Frankfurt office
Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin)
Marie-Curie-Str. 24-28
60439 Frankfurt

Phone: +49 (0) 228 / 4108 - 0
Fax: +49 (0) 228 / 4108 - 1550
Email: poststelle@bafin.de

You can find more information online: www.bafin.de.