Are you dissatisfied with our decision?

Don't hesitate to contact us if something in your insurance contract is unclear or you are not satisfied with a claim settlement decision. We will revise the decision if a mistake has been made.

We handle over 700,000 non-life insurance claims every year with around 95% resulting in compensation. The insurer's decision on a claim is, however, not always what the customer was hoping for.

If you are dissatisfied with a claim settlement decision or want some further information on the decision, please first contact the claims advisor who issued the decision. You can discuss the decision, its grounds and further measures with this person. During your discussion of the issue, new information may come to light which affects the decision in your favour. His or her contact information appears from the claim settlement decision.

If you are still dissatisfied with the claim settlement decision after your discussion with the claims advisor, you can file a complaint or an appeal in another way too, depending on the insurance line. Please see below the options for how to file a complaint or an appeal by insurance policy.

Please note that there is a deadline for filing such a complaint or an appeal. Instructions on how to file a complaint or an appeal attached to the claim settlement decision document show the deadline.

Insurance contract
Contact our customer service if you have questions about your insurance contract. You can message us at op.fi or on OP-mobile, call our service number 0303 0303 or visit the nearest bank branch. You can also call the person who handled the contract if you have received a written decision. The handler's contact information is included in the decision.
Claim settlement decision

The options available for complaining about or appealing a claim settlement decision differ, depending on whether the insurance is statutory or voluntary. There are also other differences in the complaint/appeal process, depending on the line of insurance.

The instructions on how to file a complaint or an appeal, which always accompany the claim settlement decision, include detailed information on how to file a complaint or an appeal related to the decision.

Customer Ombudsman

If the matter is not settled to your satisfaction after discussion with the claims advisor, please contact our Customer Ombudsman.

Customer Ombudsmen handle all correction requests related to insurance contracts and claim settlement decisions under voluntary insurance policies, independent of previous handlers.

However, the Customer Ombudsman cannot handle correction requests for claim settlement decisions under statutory insurance policies, such as motor liability insurance or statutory workers' compensation insurance. Correction requests under statutory insurance policies are handled by other complaint-handling or appeal bodies. In matters concerning insurance contracts, the Customer Ombudsman can process requests related to all insurance policies, including statutory ones.

Fast and independent investigation

In response to a customer’s request, our Customer Ombudsmen investigate whether the claim settlement decision is in line with applicable laws, the insurance terms and conditions, the insurance contract, legal praxis and general compensation praxis. Customer Ombudsmen investigating the validity of the claim are independent of the earlier processing of the case.

The service is free of charge.

In addition to – or instead of – the Customer Ombudsman, you can always contact the Finnish Financial Ombudsman Bureau and other external complaint-handling or appeal bodies.

How to make a correction request for a claim settlement decision

Fill in and send the correction request form online. You do not have to send any receipts and other documents. The Customer Ombudsman will request them if necessary. The Customer Ombudsman will review all documents related to the claim and contact you.

The correction request must include

  • name and contact information
  • personal ID or business ID
  • claim code
  • how the decision should be changed
  • the grounds for your request

If the Customer Ombudsman believes that the decision should be changed based on your request, he will re-submit the case for claims handling. If the decision cannot be changed, the Customer Ombudsman will explain the grounds for his decision.


You can also send your correction request by post, email or fax. See contact information.

If you do not find the Customer Ombudsman's decision satisfactory or you do not wish to make the correction request through the Customer Ombudsman, you can contact other complaint-handling or appeal bodies. The claim settlement decision is accompanied by written guidance on how to file a complaint or an appeal.

Appealing to boards and general courts

If the matter is not settled to your satisfaction, you can contact the Finnish Financial Ombudsman Bureau (FINE). FINE provides advice to consumers in insurance matters, regardless of the line of insurance, and negotiates the case with your insurance company, when necessary.

Operating under FINE, the Finnish Financial Ombudsman Bureau handles claim settlement decisions under voluntary insurance policies and issues recommendations. Consumers may alternatively request a statement from the Consumer Disputes Board.

The Traffic Accident Board issues statements on compensation due to road accidents.

The first instance of appeal for decisions issued under statutory workers' compensation insurance and accident and pension cover for athletes is the Employment Accidents Appeal Board.

The aforementioned bodies handle appeals free of charge.

You can also submit the case to a general court for settlement. However, this is not possible in the case of statutory workers' compensation insurance and accident and pension cover for athletes.