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The Versicherungsombudsmann e.V. is a state-recognized, independent consumer arbitration service for insurance matters in Germany [1]. As a registered association, the organization acts as a neutral point of contact for conflicts between consumers and insurance companies or insurance intermediaries [1]. Since its foundation on April 11, 2001, the arbitration service has pursued two central goals: the protection of consumer interests and the out-of-court settlement of disputes [2][3].
The main task of the Versicherungsombudsmann is to examine consumer complaints neutrally, quickly and unbureaucratically [2]. The arbitration service works completely free of charge for consumers [6]. The Ombudsfrau impartially reviews the decisions of the insurers and draws on extensive expertise transferred by the member companies [4].
The jurisdiction extends to numerous insurance lines [1]:
Special regulation: If the value of the complaint is less than 10,000 euros, the decision of the Ombudsfrau is binding for the insurance company [2][6]. For higher complaint values up to 100,000 euros, the Ombudsfrau can also act, but the decision is then not automatically binding [4].
The Versicherungsombudsmann e.V. is accompanied by an advisory board, which includes consumer advocates, to guarantee independence and neutrality [1]. The advisory board consists of seven representatives of the member companies, seven representatives of consumer organizations (including consumer advice centers, the Bund der Versicherten and Stiftung Warentest), two representatives of the insurance supervision and two representatives of the insurance intermediary associations [3].
Since April 2024, Sibylle Kessal-Wulf has been the Ombudsfrau for insurance [1]. The lawyer brings extensive experience and previously worked as presiding judge at the Bundesgerichtshof and member of the Bundesverfassungsgericht [1].
The arbitration service is financed by its member companies, which contribute to the financing through membership fees and flat-rate fees for admissible complaints [1]. Currently (2024), 315 insurers are members of the arbitration service [1]. Almost the entire German insurance market in the retail business is represented in the association [5].
The Ombudsfrau is independent in the exercise of her office and is not subject to any instructions [2]. During the conciliation procedure, any claims of the consumer against the insurer do not expire [4]. This offers consumers security that their rights are protected during the procedure.
Since its foundation, the Versicherungsombudsmann e.V. has been a member of the cross-border network for handling complaints in the field of financial services (FIN-NET) [3], which underlines the international importance and recognition of the institution.
With over two decades of activity, the Versicherungsombudsmann has proven itself as an established institution in the German insurance industry [7]. The arbitration service offers consumers an efficient alternative to costly legal action and thus contributes to consumer protection and conflict resolution. The complete freedom from costs for consumers and the independence of the institution make it an important point of contact for all those who have difficulties with their insurance.
