How to File Insurance Complaint in Poland (Rzecznik Finansowy)

When your insurance company in Poland denies a claim, delays payment, or gives you an unsatisfactory response to a formal complaint, the Rzecznik Finansowy (Financial Ombudsman) is your most powerful free resource. Established by law, the Rzecznik resolves disputes between consumers and financial entities — including all insurance companies operating in Poland, whether Polish or foreign-registered.

What Is the Rzecznik Finansowy?

The Rzecznik Finansowy (RF) is a public institution created under the Act on the Financial Ombudsman of 2015. It operates independently of both the government and the insurance industry, with a mandate to protect consumers in financial disputes.

The RF covers:

• All types of private insurance: health, life, auto, property, travel
• Disputes with insurance intermediaries (brokers and agents)
• Cases where an insurer failed to pay, underpaid, or applied exclusions incorrectly
• Disputes about policy terms, premium refunds, and contract cancellation

The RF does not handle disputes with NFZ (the public health insurer) — those go through the NFZ's own administrative appeal process and the administrative courts.

Contact and website: rf.gov.pl | Telephone: 22 333 73 26 | Address: Al. Jerozolimskie 87, 02-001 Warszawa

Before You File: The Prerequisite Step

You must first exhaust the insurer's internal complaints process before the Rzecznik Finansowy will accept your case. This means:

1. Submit a formal reklamacja (complaint) to your insurer in writing
2. Wait for the insurer's written response, or wait 30 days from submission (60 days in complex cases)
3. If the response is unsatisfactory or no response arrives, you are then eligible to file with the RF

Keep all evidence: a copy of your reklamacja, the date you sent it (registered post tracking or email timestamp), and the insurer's response (or evidence that no response was received).

How to File with the Rzecznik Finansowy

Step 1: Prepare Your Documents

Gather the following before submitting:

• Your insurance policy (polisa) or contract number
• The denial letter or the insurer's complaint response
• Your original reklamacja and proof of submission
• All supporting documents: medical records, receipts, expert opinions, photos (for property/auto), correspondence with the insurer
• A clear, factual written summary of the dispute — what was denied, when, the amount in dispute, and why you believe the insurer was wrong

Step 2: Choose Your Submission Method

Online submission (fastest):

• Visit rf.gov.pl and navigate to "Złóż wniosek" (Submit a request)
• Fill in the online form, attach scanned documents, and submit electronically
• You will receive an automatic confirmation with a case reference number

By post:

• Complete the RF complaint form (downloadable from rf.gov.pl)
• Send by registered post (list polecony) to Al. Jerozolimskie 87, 02-001 Warszawa
• Keep your registered mail tracking number

In person:

• The RF has a public consultation point in Warsaw; check the website for current hours

There is no filing fee. The Rzecznik Finansowy's services are entirely free to consumers.

Step 3: The RF Review Process

After receiving your complaint, the Rzecznik Finansowy will:

1. Assess admissibility: Confirm that your case falls within the RF's scope and that you have completed the internal complaints step
2. Contact your insurer: The RF sends a formal inquiry to the insurance company, requesting full documentation and an explanation of the denial
3. Issue a non-binding opinion (pogląd): The RF will issue a written opinion stating whether it believes the insurer acted correctly or incorrectly under the applicable law and your policy terms

The RF targets a response time of 30 days for straightforward cases, but complex disputes can take 60–90 days. You will be updated by correspondence throughout.

Step 4: Mediation

If both parties agree, the RF can facilitate mediation — a structured dialogue aimed at reaching a voluntary settlement. Many insurers prefer to settle at the mediation stage rather than have a formal opinion published against them. Mediation typically takes an additional 30 to 90 days.

What If the Rzecznik Finansowy Agrees With Your Insurer?

The RF's opinion is non-binding. If the RF sides with the insurer but you believe the decision is wrong, you can still:

• Pursue arbitration at the Sąd Polubowny przy Rzeczniku Finansowym (the Arbitration Court at the RF) — both parties must consent, but decisions are binding
• File a civil claim in the district court (sąd rejonowy) — the RF's opinion, even a negative one, may include reasoning you can use to strengthen your court argument
• Consult the KNF (Komisja Nadzoru Finansowego) — the financial regulator at knf.gov.pl — if you believe the insurer committed a systemic regulatory violation

What If the RF Sides With You?

An RF opinion in your favour is a strong signal to your insurer. While non-binding, it creates reputational and regulatory pressure. Insurers typically pay up or offer a compromise shortly after receiving a negative RF opinion.

If the insurer still refuses, the RF opinion strengthens your position considerably in arbitration or court proceedings.

Tips for a Strong RF Complaint

• Be factual and concise — state the dispute in plain terms, the amount at stake, and the specific clause you believe was misapplied
• Attach everything — the RF cannot request documents on your behalf from third parties, only from the insurer; your own documentation is critical
• Cite the law if you can — reference the Act on Insurance Activity or your policy's OWU terms where relevant
• Follow up — if you have not heard within 45 days, contact the RF by phone to check the status of your case

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Related Reading:

• How to Write an Insurance Appeal Letter
• What Is Medical Necessity?
• Internal vs External Insurance Appeal