Complaints

The complaints about the violations of rights or interests related to the work, practices and decision-making of OTP Osiguranje ADO (hereinafter referred to as: Insurance), i.e. related to the representation activities by the Agent, can be submitted in the manner described in the Notice of Complaints download here.

Filing a complaint directly to the Insurance

  • On the business premises of the Insurance: 50a/b Bulevar Zorana Djindjica Street, 11070 Belgrade
  • By letter to the address of the Insurance: OTP Osiguranje ADO Beograd, 50a/b Bulevar Zorana Djindjica Street, 11070 Belgrade
  • In electronic form to the e-mail address: prigovori@otposiguranje.rs
  • By fax on phone number : +381 11 26 07 330

Filing a complaint through the Insurance agent

  • In the business premises of the Insurance agent
  • By letter to the address of the Insurance agent : OTP banka Srbija AD Beograd – Služba za upravljanje kvalitetom i reklamacijama, 50a/b Bulevar Zorana Djindjica Street, 11070 Belgrade
  • In electronic form to the e-mail address: prigovori@otpbanka.rs

Manner of submitting proposals for mediation and objections to the NBS

  • By sending proposals for mediation and objections in writing by mail to the address of the National Bank of Serbia, PO Box 712, 11000 Belgrade;
  • By sending proposals for mediation and objections on the home page of the website of the National Bank of Serbia;

Additional information

If you submit an objection through the Insurance agent, he will deliver the complaint to the Insurance, and you will be notified.

The complaint should include the following:

  • The first and the last name and the address of the complainant, in case the complainant is an individual customer, i.e. the business name and the address of the corporate customer, as well as the first and the last name of its legal representative or the authorized person in case the complaint is filed on behalf of a legal entity;
  • The reasons for the complaint and the complainant’s requests;
  • The evidence that validates the damage from the complaint;
  • The date of the complaint;
  • The signature of the complainant, i.e. the legal representative or the authorized person, unless the complaint is filed electronically.
  • The letter of attorney in case the complaint is filed by the authorized person.

The Insurance is obliged to reply to the complainant no later than 15 days upon the receipt of the complaint in the written form.

Exceptionally, if the Insurance is unable to deliver the response within 15 days of the date of the complaint reception for a reason independent of its will, the deadline may be extended by no more than 15 days, and the complainant will be notified about it by the Insurance within 15 days of the reception of the complaint, stating the reasons why it is not possible to deliver the response within the deadline, as well as stating the deadline within which the response shall be delivered.

If the complaint is submitted by e-mail or the complainant requests the reply to be sent by e-mail, the response may be sent electronically, signed with a qualified electronic signature.

The Insurance and the Insurance Agent cannot charge the user for a fee or any other costs incurred by the complaint.

Got a complaint?

If you are not satisfied with a manner of working of the Insurance, please share that with us

notice*

Obaveštenje

Potvrđujem da ovim putem ne zaključujem Ugovor o osiguranju i da podatke svojevoljno dostavljam isključivo u svrhu mogućeg pribavljanja informativne i neobavezujuće ponude za zaključenje ugovora o osiguranju i to prema podacima koje dostavim Societe Generale Osiguranje a.d.o. Beograd (u daljem tekstu: Osiguranje). U slučaju da popunjeni podaci nisu istiniti, odnosno da iz drugih razloga ili na osnovu volje Osiguravača nije moguće zaključiti ugovor o osiguranju prema ovoj ponudi, Osiguravač neće snositi odgovornost.

Svi podaci koje korisnik Aplikacije dostavi Osiguranju radi izrade informativne ponude su dostavljeni na osnovu njegove slobodne volje, a pristanak da Osiguranje obrađuje te podatke je dat konkludentnom radnjom*, odnosno, samim činom dostavljanja podataka od strane korisnika Aplikacije čime je data saglasnost Osiguranju da iste obradi u svrhu dostavljanja informative ponude osiguranja.

Osiguranje će prilikom obrade podataka postupati u skladu sa Zakonom o zaštiti podataka o ličnosti.

*Konkludentna radnja je radnja, odnosno odgovarajuće postupanje, kojim je jasno, nedvosmisleno i sa sigurnošću iskazan pristanak lica povodom određenog posla. U konkretnom slučaju popunjavanjem ličnih podataka korisnik Aplikacije nesumnjivo daje saglasnost da Osiguranje te podatke koristi, jer u surotnom neće popuniti podatke i dostaviti ih Osiguranju putem Aplikacije.