Right of Withdrawal

As a private individual, you have a 14-day right of withdrawal for purchases made exclusively remotely, according to the Distance and Home Sales Act (for personal insurance, the withdrawal period is 30 days).

The right of withdrawal does not apply to agreements entered into by a legal entity.

To exercise your right of withdrawal, please contact your representative at our company, or email
kundservice@brookfield.se
or call us at
08 503 093 30 and we will assist you.

Complaints Handling

We value our reputation as providers of quality services. Should you find that our services do not meet your expectations, you are welcome to submit a complaint.
A response or notification regarding further processing will be provided as soon as possible, but no later than 14 days from the date the complaint was received.

If a dispute arises between a customer and Brookfield, it may be heard by a Swedish general court.
Consumers may also have their dispute reviewed by the National Board for Consumer Disputes (ARN).

Complaints regarding the handling and decision in a claims case

If you are not satisfied with the handling or decision in a claims case, claims and complaints should primarily be sent to:

Brookfield Underwriting AB
Attn: Pontus André, Head of Complaints
Box 5775
114 87 Stockholm
Tel: 08-503 093 30
Email: klagomal@brookfield.se

The purpose of this procedure is to resolve the complaint fairly and as quickly as possible.
We will confirm receipt within 5 business days and aim to resolve the complaint within 14 days.
If we cannot resolve the matter directly, an interim response will be sent explaining why.

After receiving a final response, you may appeal to the National Board for Consumer Disputes (ARN) within one year of the decision.
ARN is a public authority that impartially reviews disputes between consumers and companies.
Their decisions are not binding, but most companies follow them.
The service is free of charge.

National Board for Consumer Disputes (ARN)
Box 174
101 23 Stockholm
Tel: 08-508 860 00
Email: arn@arn.se
www.arn.se

If this product was sold online within the EU, you can also use the EU’s online dispute resolution platform:
ec.europa.eu/odr

Complaints concerning the mediation of an insurance policy

Brookfield acts as an insurance intermediary and operates as a coverholder with a mandate to underwrite insurance policies on behalf of selected insurers.
If you wish to submit a complaint regarding the mediation of an insurance policy, please contact your representative at our company or:

Brookfield Underwriting AB
Attn: Pontus André, Head of Complaints
Box 5775
114 87 Stockholm
Tel: 08-503 093 30
Email: klagomal@brookfield.se

Receipt will be confirmed within 5 business days.
We aim to provide a final response within 14 days or will issue an interim response.
If you are still dissatisfied, you may appeal to ARN within one year.

If the product was sold online within the EU, you can also use the EU’s online dispute resolution platform:
ec.europa.eu/odr

Guidance

As a consumer, you can receive guidance from the Swedish Consumers’ Insurance Bureau, the Swedish Consumer Agency, or your municipal consumer guidance service.

Swedish Consumer Agency
Box 48
651 02 Karlstad
Tel: 0771–525 525
Email: konsumentverket@konsumentverket.se
www.konsumentverket.se