Are you dissatisfied with our service or products? Please inform us about it. We see complaints as an opportunity to improve our services and see ourselves in a permanent learning process. We have established an internal complaints procedure to ensure that your complaint is dealt with efficiently, fairly and correctly.

What happens to your complaint?

You will receive a confirmation that your complaint has been received.  

We will resolve your concern as soon as possible and get back to you. If the processing takes longer than 5 working days, you will receive an interim message in which we inform you why the processing is delayed.

How can you reach us?

For the fastest possible processing, it is best to send us an email to

Alternatively, you can send a letter to:

ELEMENT Insurance AG - Saarbrücker Str. 37A - 10405 Berlin - Germany

In order for us to quickly find a solution to your concern, we need the following information:   

  • Your name and address
  • Your telephone number
  • Your policy number or claim number (if available)
  • A precise description of your concern
  • A copy of all relevant documents
  • Your mail address

What other options do you have?

You can contact the ombudsman for life, accident and non-life insurance and the EU Commission's online dispute resolution platform with your concern free of charge. You can also complain directly to the German Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht) or go to court.

Further information

Online Dispute Resolution Platform of the EU Commission

Ombudsman for life, accident and property insurances

Versicherungsombudsmann e. V.  

Postfach 08 06 32

10006 Berlin

You can obtain further information via:

Federal Financial Supervisory Authority:

Federal Financial Supervisory Authority (BaFin) Division VBS 4

Graurheindorfer Str. 108

53117 Bonn