Insurance Ombudsman Schemes: A Comparative Analysis

Author: Helmut Heiss; Martin Lorenzon; Marta Ostrowska; Anne-Catherine Nabholz
Publisher: Springer International
ISBN: 9783032014993
Published In: January 2026
Format: Hardback
Jurisdiction: Switzerland ? Disclaimer:
Countri(es) stated herein are used as reference only

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Description
Contents

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The book explores the institution of the insurance ombudsman - an alternative dispute resolution service outside of the court dedicated to resolving complaints filed by customers against insurers and insurance intermediaries. The ombudsman scheme constitutes a significant element of every insurance market, as it contributes to enhancing consumer protection and increasing trust in the insurance industry. Despite these valuable functions, not all jurisdictions provide insurance consumers with easy and effective access to ombudsman services.

In the interest of promoting good market practices, this book provides an in-depth discussion on the role and workings of insurance ombudsman services in Europe. The book may serve as a source of inspiration for both established ombudsman institutions when rethinking their structure, and for emerging markets when considering the introduction of ombudsman schemes. The main body consists of reports on insurance ombudsman schemes in ten representative European jurisdictions, based on a detailed, uniform questionnaire.

Written by experts from academia and representatives of insurance ombudsman offices, the book will benefit ombudsman officers, regulators, supervisors, practitioners, academics, students and, more generally, all those involved with or interested in insurance, dispute resolution and consumer protection.

Part I: Generalities

Introduction

Law-based Ombudsman Schemes: The Finnish experience

On Union Law Concerning Alternative Dispute Resolution Methods with Regard to Insurance Disputes

Part II: Comparative Analysis

Insurance Ombudsman Schemes

Part III: Country Reports

Belgium

Croatia

Finland

France

Germany