Most of our customers are satisfied with our service. However, misunderstandings can sometimes occur, and we too make mistakes. We want to ensure that even in those situations, interacting with us remains easy. We are committed to learning from our mistakes and serving you well.
If you are dissatisfied with If’s decision
First, contact the claims department at If that handled your case. You can find the contact details in the decision document. Any misunderstandings can often be resolved immediately. You may also provide us with additional information that could affect the decision we have made.
If you are still dissatisfied with the decision after this, you may contact the If Customer Ombudsman within one (1) year of receiving the decision. The Ombudsman will review your case independently and impartially.
If Customer Ombudsman
The If Customer Ombudsman handles appeals related to, for example, insurance or claims decisions. However, the If Customer Ombudsman cannot take a position on
- statutory insurance policies or claims, or
- cases that are or have been under review by the insurance complaints board, a court of law, arbitration, or another similar external body.
If the review by the If Customer Ombudsman does not lead to the outcome you were hoping for, you may, in most cases, seek further appeal through other external appeal bodies.
Advice and assistance regarding other appeal bodies
If your matter cannot be resolved with us at If, you can contact the Finnish Financial Ombudsman Bureau (FINE), which provides free advice and guidance on compensation matters as well as the interpretation of insurance contracts and terms. FINE’s phone number is +358 9 685 0120 and the address is
Finnish Financial Ombudsman Bureau (FINE)
Porkkalankatu 1
00180 Helsinki
You can also contact Consumer Advisory Services, which offers free guidance and mediation assistance in dispute situations.
Appeal against an insurance company’s decision
You can appeal an insurance company’s decision through
- The Finnish Financial Ombudsman Bureau (FINE), www.fine.fi
- The Consumer Disputes Board www.kuluttajariita.fi
Consumer Disputes Board
Hämeentie 3
P.O. Box 306
00531 Helsinki - or through a general court of law.
You must appeal an insurance company’s decision within three (3) years from the date you received written notification of our decision and the mentioned three-year time limit.
A legal action may be filed with the district court of the insurance company’s domicile, the domicile of the party located in Finland, or the District Court of Helsinki, Western Uusimaa, or Southwest Finland, unless otherwise provided by jurisdictional rules.
Statements issued by advisory boards are recommendations and are not binding on the parties.
If you have a problem with a product or service purchased online, see Consumer Redress in the EU.