We kindly inform you that on October 1, 2018, the Act of December 15, 2017 on insurance distribution will come into force. This Act comprehensively regulates the rights and obligations of insurance distributors, including insurance brokers.

From the date of entry into force of the Act on Insurance Distribution, a client of an insurance broker who is a natural person, a legal person, or a company without legal personality has the right to lodge a complaint about the activities of an insurance broker in areas not related to the insurance coverage provided.

Complaints may be submitted electronically to the following address: reklamacje@stbu.pl or in writing to the following address: STBU Ubezpieczeniowi sp. z o.o., ul. Rzemieślnicza 33, 81-855 Sopot.

The insurance broker is obliged to respond to the complaint within 30 days of its receipt. To meet the deadline, it is sufficient to send a response before its expiry.
In particularly complex cases, where it is impossible to consider the complaint and respond within the time limit referred to above, the insurance broker shall, in the information provided to the customer who made the complaint:

1. explain the reason for the delay;
2. indicate the circumstances that must be established in order to consider the case;
3. specify the expected date of consideration of the complaint and response, which may not exceed 60 days from the date of receipt of the complaint.

The response to the complaint shall be provided to the customer in paper form or on another durable medium.

We also inform you about the possibility of filing a complaint, as well as the possibility of resolving a dispute through out-of-court proceedings in the case of disputes between the Customer and a financial market entity, conducted by the Financial Ombudsman (www.rf.gov.pl) or proceedings before the Arbitration Court at the Polish Financial Supervision Authority (www.knf.gov.pl).