Baltijas Apdrošināšanas Nams

A complaint can be submitted:

• In person at BAN’s head office or at a BAN regional branch;
• By post — by sending the complaint to BAN’s registered office address: Antonijas iela 23, Riga, LV-1010;
• By e-mail — office@ban.lv.

BAN accepts a complaint submitted in person, as well as a complaint sent by mail if it is personally signed by the complainant or their representative. When submitted by email, the complaint must be signed with a secure electronic signature.

The complaint must state:

• For individuals — identification information: at least name, surname, and contact details;
• For legal entities — name and registration number, and contact details.
• The essence of the complaint, circumstances, and documents supporting the complaint. If possible, attach documents confirming the grounds of the complaint.
• The date and place of submission of the complaint.

The method by which the complainant wishes to receive the response:

• By mail — specify the postal address;
• By email — specify the email address;
• In person — specify the regional BAN unit;

General description of the complaints handling process and timeframe:

The received complaint is registered and forwarded for consideration;

During the review, all facts and circumstances indicated in the complaint are carefully checked, and all documents attached to the complaint are evaluated;

A response to the complaint is prepared and sent to the complainant;

The response is prepared as quickly as possible, but no later than 20 days from receipt;

If the complainant is not satisfied with the response provided by BAN, the complainant has the right to contact following authorities:

• Latvijas Bankā. Website — www.bank.lv. Latvijas Banka is the supervisory authority of BAN;
• The Ombudsman of the Latvian Insurers Association, if the complainant is an individual, in accordance with the Ombudsman’s regulations. Website — www.laa.lv.
• The Latvian Motor Insurers’ Bureau, regarding insurance indemnity or denial of payment under compulsory civil liability insurance of owners of motor vehicles. Website — www.ltab.lv.
• The Consumer Rights Protection Centre if, according to in accordance with the Consumer Rights Protection Law, the complainant is considered a consumer. Website — www.ptac.gov.lv.
• The Data State Inspectorate. Website — www.dvi.gov.lv.