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Complaints Management Policy

We listen to our clients, understand their wishes  and try to exceed their expectations!

The importance of satisfaction of each client is a strategic priority and corporate value of the company Wiener Städtische osiguranje a.d.o. Belgrade, which we nurture with great care and constantly improve. Client is at the centre of all our decisions and an imperative of our operations. That is why employees of Wiener Städtische osiguranje are obligated to provide high quality service to each of our clients.

Striving to better grasp the needs of our clients, our company uses feedback obtained from them, including complaints. Complaints of clients are considered valuable information. They can help us be better at our job. That is why it is our responsibility to approach all these complaints with due diligence, to professionally and objectively process them, respecting client’s discretion.  Each complains is solved in a far, efficient, equal manner pursuant to the law.

Top management of Wiener Städtische osiguranje has recognized the importance of acting upon clients’ complaints. It undertakes to maintain and improve the complaints management system on all levels throughout the company. This will be achieved through continuous development of employees, professional approach and expertise in processing complaints, as well as by drawing adequate conclusions from analysing complaints. In this way, the level of service will constantly be upgraded.

Because each client is of utmost importance to us, our company will apply this policy in all its organizational parts, especially those in direct contact with clients.