Complaints procedure
Your lifelong happiness. That’s our priority at NN. And that’s why we always want our products to meet – and even exceed – your expectations. Sometimes things go wrong, and if they do, please let us know. Your satisfaction is our top priority.
Do you have a complaint?
You can first contact your insurance intermediary or your ING branch.
Your intermediary knows you and will often be able to give you an initial answer or they will transfer your request to us.
Do you prefer to contact us directly?
If so, you have several options:
- Send us an e-mail* to complaints@nn.be
- Call us on 02 650 70 66
- Send us a letter by post to: NN Insurance Belgium sa, avenue Fonsny 38, 1060 Brussels
* In your e-mail, don't forget to mention your surname, first name and the number of the policy to which your complaint relates. This will ensure that we can answer your e-mail quickly.
You will receive an acknowledgement of receipt by e-mail within 2 working days after submitting your complaint.
We commit to :
- examine your request professionally and without bias.
- provide you with a response within 10 working days after your complaint.
- ensure that this response is complete and well-founded.
- respect all legal and regulatory provisions relating to privacy and the protection of sensitive data when handling your complaint.
If you are not satisfied with our response
You can contact the Insurance Ombudsman:
Address: Square de Meeûs 35, 1000 Brussels
Mail: info@ombudsman-insurance.be
Call: 02 547 58 71
Website: www.ombudsman-insurance.be
Your complaint will be handled free of charge.
You reserve the right at all times to start legal proceedings.