RULES FOR SUBMITTING AND HANDLING COMPLAINTS FROM USERS OF INSURANCE SERVICES
Submission and Handling of Complaints
Porsche Insurance AG – Bulgaria Branch strives to provide high-quality insurance services and professional customer care.
If a user of insurance services is not satisfied with a service provided, they have the right to submit a complaint. All complaints are reviewed in an objective, transparent, and timely manner, in accordance with applicable legislation and the company’s internal procedures.
How to Submit a Complaint
Complaints can be submitted through the following channels:
By post or in person:
Porsche Insurance AG – Bulgaria Branch
Mladost 4 Residential Area
Business Park Sofia, Building 12A, Floor 2
Sofia, Bulgaria
By email:
[email protected]
By phone:
+359 2 8 197 196
Official Language
The official language for submitting complaints is Bulgarian.
Documents submitted in a foreign language must be accompanied by an accurate translation into Bulgarian.
When submitting a complaint by phone, a Contact Center representative will assist you and guide you toward submitting a written complaint—either electronically or in paper form.
Acknowledgment of Receipt
Upon receipt of a complaint, Porsche Insurance AG – Bulgaria Branch will confirm its registration.
Required Information
To ensure faster and more efficient processing, it is recommended that the following information be provided:
- Full name and personal identification number of the complainant
- For legal entities – company name and registration number
- Email address for correspondence
- Contact phone number
- Detailed description of the case
- Insurance policy number and/or claim number (where applicable)
- Any available documents or evidence related to the case
This information is indicative. Complaints will also be reviewed if incomplete, except in cases where no contact details are provided.
Fees
Submitting and processing complaints is free of charge for complainants.
Processing Timeframes
Porsche Insurance AG – Bulgaria Branch reviews complaints within the following timeframes:
- Up to 7 days – for complaints related to the amount of insurance compensation (with a written response including factual and legal justification)
- Up to 1 month – for all other complaints
If You Are Not Satisfied with the Response
If you are not fully or partially satisfied with the response received, you may обратиться to:
Financial Supervision Commission
16 Budapest Street
1000 Sofia, Bulgaria
[email protected]
The complainant also has the right to seek protection through an alternative dispute resolution body or through the competent court.