Complaint management

Your needs take centre stage for us. Of course, this also applies if there is a reason to complain, because we want to constantly improve our products and our service and therefore take criticism very seriously.

We will do our best to respond to your concerns as quickly as possible and will get back to you as soon as possible. If you have any complaints, please contact one of the complaints centres below

We ask you to be as specific as possible about your concerns. Please include your contact details and the insurance policy number or claim number.


Who can I complain to?

Please address your complaint to:

ATRALOsecur GmbH
Heidenkampsweg 45
20097 Hamburg

or to

or to

+49 40 23777-298


How can I make a complaint?

You can complain in various ways: in person, by telephone, by letter, by e-mail or using the contact form on our website.

In your complaint, please describe as precisely as possible what you are complaining about and quote your insurance policy number and/or the claim number.

Please enclose with your complaint all the documents we need to assess your concern. If someone else is complaining on your behalf, please issue them with a power of attorney.


What happens to my complaint?

We will

  • acknowledge receipt of the complaint,
  • fully investigate the complaint and respond to you in plain language within 5 working days,
  • if a response is not possible within this period, inform you of the reasons for the delay and when the investigation is expected to be completed,
  • forward the complaint to the competent body and inform you if the complaint concerns an issue for which we are not responsible.


What can I do if I am not satisfied with the response to my complaint?

You can contact the Chamber of Industry and Commerce (IHK) responsible for our agency, available at, or an ombudsman. The addresses are as follows:

Versicherungsombudsmann e. V.
Postfach 080632
10006 Berlin