Suggestions and Complaints

Ways to Submit Suggestions and Complaints

Customers can submit suggestions and complaints in writing:

• Fill out the complaint form and send it via email to kokybe@ergo.lt.
• Or submit the complaint in writing at any ERGO customer service location.
• ERGO self-service portal.

The complainant must submit the complaint no later than 3 months from the date they became aware of the violation of their rights and/or legitimate interests. However, even if three months have passed, your feedback is still important to us. Please contact us in a way that is convenient for you.

ERGO invites customers to formulate orally expressed complaint in written and submit it using one of the above mentioned ways. 

Processing of Suggestions and Complaints

ERGO reviews suggestions and complaints as quickly as possible, providing a reasoned written response no later than 14 calendar days. If, for objective reasons, more time is needed to prepare a response, we will inform you of the extended response deadline, indicating a new deadline and/or the necessary facts for preparing the response.

The review of your opinion is free of charge.

Content of Suggestions and Complaints

To receive a quicker response from ERGO to your written complaint, please include the following information in your message:

• Personal data of the person submitting the complaint (name, surname, correspondence address, email address, and contact phone number);
• The insurance contract (insurance certificate) number, claim number, or other specific information indicating which event or contract the complaint relates to;
• The date of submitting the complaint;
•  A clear formulation and presentation of the essence of the complaint (what rights and/or legitimate interests related to the services provided by ERGO or contracts entered into were violated); 
• The requests that are being made in the complaint; 
• A list of related documents (copies) and their description; 

If the complaint is submitted in writing (not electronically), please sign the complaint.  If the complaint is submitted through a representative, please provide a properly certified copy of the document confirming the representation.

For your convenience, you can find the complaint form here.

What to Do if You Are Unsatisfied with the Response to Your Complaint?

If the response to your complaint does not satisfy you and you believe that your rights or legal interests have been violated, you have the right to contact the financial market participants' supervisory authority – the Bank of Lithuania (within 1 year after contacting ERGO). Information about the procedure for handling consumer and financial market participant disputes can be found here: http://www.lb.lt/gincu_nagrinejimas.

If you need help, have questions, or wish to consult, we invite you to call us at the ERGO short phone number 1887.

How long do we keep documents related to the complaint? 

We retain the complainants' complaints, related materials, the document specifying the outcome of the complaint review, and the response provided to the complainant for no less than 3 years from the date the final response is provided to the complainant.