Complaints survey
Insurers are required by law to once a year report to the AFM all complaints received, closed and pending. The complaints must be submitted in a fixed format. Below, you can read more about the complaints survey and how to comply with this request.
You submit the information via our AFM Portal. You need to create an account for this. More information about this is available below.
Who is subject to the mandatory complaints survey?
The obligation to complete and submit the complaints survey applies to all insurance providers under Dutch supervision. According to the law, these parties are also required to keep a complaints administration. We consider it important to have an understanding of all parties operating in the Netherlands, which is why we request complaints directed against insurance providers operating in the Netherlands.Preparing for the complaints survey
You can prepare for the complaints survey by reading the KUV 1 Complaints survey specification (pdf, 930 kB), KUV 3 Definitions and range of values (xls, 35 kB) and the KUV 2 Frequently asked questions (pdf, 290 kB). For each complaint, you have to report a number of characteristics. You can do so by filling in KUV 4 Excel Data entry form (xls, 35 kB). You may also choose to compile the reporting yourself and validate it by means of the technical instructions
Filling in or compiling the reporting
Based on the number of complaints received, closed and still pending, you decide whether you enter all requested complaints manually in the KUV 4 Excel Data entry form (xls, 35 kB) or whether you compile and validate the reporting with the help of the instructions. It is important that you make use of the KUV 1 Complaints survey specification (pdf, 930 kB).
You can use the Complaints survey specification, KUV 3 Definitions and range of values (xls, 35 kB), KUV 5 Taxonomy (XSD) (in Dutch) with an XML schema and KUV 6 Range of values reference files (in Dutch) to compile and validate the reporting from your in-house complaints administration. Validating in advance helps you to check whether the reporting meets the range of values and the technical requirements imposed on the reporting.
Planning your complaints survey
All insurance providers receive a demand for information once a year requesting them to upload the reporting. The reporting needs to be submitted via the AFM Portal. Companies that did not receive any complaints also need to register this in the AFM Portal’s reporting environment. Please note: insurance providers with multiple provider licences need to report separately for each licence.Submitting the reporting via the AFM Portal
Reporting can only be done via the AFM Portal. The AFM Portal’s login page has a manual explaining the registration procedure for the AFM Portal and how to authorise staff to submit a reporting.
Complaints administration
Insurers in Europe are required to ensure the proper handling of complaints they receive from clients. This also means that you need to keep a complaints administration. Given that complaints serve as a key indicator of the quality and diligence of your service provision, the AFM is interested in the complaints you receive from Dutch clients.
This is why the AFM has set up an annual complaints survey for insurers. It is set up in a way that contributes substantively to our objectives. The survey annually provides the AFM with a market-wide understanding of trends and developments in relation to complaints that insurers receive from Dutch clients.
In accordance with the guidelines of the European insurance supervisory authority EIOPA, we are required to ensure that insurance providers supply us with information on all complaints received as well as complaint handling.