Due to a certain loss of confidence in the financial sector as well as the practices of some insurance agents, insurance as a concept began to be associated with terms such as "the necessary evil", "distrust" or "thrown out money", to which most people respond with "I'm not interested".


In 2013, a certain insurance company in Slovakia registered 321 insurance claims caused by the weight of snow in the total amount of €130,000 in two winter months.

What was the result? The result was that the average amount of indemnity per claim reached €405! Such an amount, in principle, cannot cover the cost of even removing the destroyed roof; the cost of a new roof is counted in tousands of euros. Where is the root of the problem?


The development of real estate prices over the last 25 years indicates that real estate prices have more than doubled, depending on the location.


So is an insurance contract concluded 25 years ago still relevant today?

In these circumstances, the demand for a truly comprehensive solution to the financial situation of clients is becoming more and more urgent.


Credit products, property insurance, investments, income insurance in the event of disability or other unforeseen situations are areas that cannot be viewed in isolation. Complexity is therefore the basic starting point for compiling the client's product portfolio.



This Code respects the Code of Ethics in Insurance, approved by the Slovak Association of Insurance Intermediaries (hereinafter referred to as SASP) and closely follows its provisions. The Association enforces these standards and ensures their observance in order to ensure the good reputation of the Slovak insurance industry.

Subordinate financial agents (PFA) must, above all, defend the interests of their clients, develop optimal insurance programs for them, both in terms of their needs and in terms of the supply of the insurance market. At the same time, PFA is obliged to respect the valid legal regulations, to keep the trade secrets of its clients and to observe the following standards:

A. General principles of conduct of PFA

  • In their activities, PFA is governed by the relevant laws and the relevant implementing regulations, concluded contractual relations with insurance companies and its clients,

  • PFAs participate in competition in their activities, observing legally binding competition rules and not abusing their participation in competition,

  • in the context of competition, PFAs act in accordance with good morals so as not to cause harm to other entities through unfair competition,

  • PFAs refrain from misleading, misleading and unverified statements about their profession, the scope and nature of the intermediary activity,

  • In their activities, PFAs keep the trade secrets of their clients confidential, if this secret is entrusted to them in connection with their activities,

  • In their activities, PFAs refrain from actions that could undermine the confidence of clients and insurance companies or create a false image of intermediary activities,

  • in the event that the PFA does not find a solution to eliminate any conflict with other intermediaries, they seek a solution through the bodies of the Slovak Association of Insurance Intermediaries,

  • PFAs cooperate with SASP in promoting and protecting their interests and needs related to brokering activities,

  • PFA strives to have the necessary personnel and material background, which will enable them to quickly and efficiently address the needs and interests of the insured and the insurer.

B. Principles of conduct of employees of intermediary companies

Employees of brokerage firms follow the following ethical standards:

  • employees represent their company with dignity and the insurance company of which they are a part,

  • employees avoid any activity that would lead to a conflict of interest between the employee and the company,

  • employees observe trade secrets, even after the termination of their employment in the insurance industry,

  • employees adhere to strict rules of ethics, do not use the information and materials of their company for their personal benefit, in particular they must not abuse their position to accept or demand financial or material benefits from anyone, nor must they ever offer or provide similar benefits themselves,

  • in order to increase their professional knowledge, employees constantly take care of their education.

C. Principles of conduct of PFA in relations with insurance companies

In particular, PFAs comply with the following rules:

  • PFAs have an up-to-date overview of the situation on the insurance market, individual insurance companies and their products and are one of the elements of competition in the insurance market,

  • when placing a business, PFAs behave impartially and professionally, in particular avoiding any defamation or favoring of any of the insurance companies,

  • PFA maintains good cooperative relations with insurance companies, which are usually enshrined in cooperation agreements.

  • The PFA is independent in its decision-making,

  • PFA does not disseminate information about the situation or behavior of the insurance company, which contains inaccuracies or insufficiently proven data,

  • Through its activities, PFA participates in creating and maintaining a healthy and functioning insurance market.

D. Principles of conduct in customer relations

Brokerage firms and their employees are governed by the following rules:

  • PFAs apply a courteous, fair and impartial approach to all clients,

  • PFAs are primarily obliged to represent the interests of their clients, to develop optimal insurance programs for them both in terms of their needs and in terms of the supply of the insurance market,

  • likewise, PFAs are obliged to provide clients with true and objective advice and explanations of the various characteristics, rights, obligations and prices of insurance which, in their opinion and belief, would be adequate for the risks that the client wishes to cover,

  • PFA solves and promotes the insurance interests of its clients,

  • PFAs ensure that all facts concerning the insurance of clients are kept confidential,

  • PFAs provide essentially complete, truthful, unbiased and comprehensible information on insurance products and insurance companies. PFA does not withhold any written evidence or documentation from the client concerning the conclusion of his insurance. The PFA provides its advice and information only in those areas in which it is professionally competent,

  • PFAs do not negotiate insurance with speculative intentions,

PFAs are responsible for the comprehensive processing of insurance program proposals, for consulting and advisory activities, for the management of already concluded insurance policies and for co-operation in insurance and claims events.


In Púchov 25.10.2010


Ing. Ján Pobežal




Art. 1

Basic provisions


1. These Complaints Rules regulate all legal relations arising between the Company and the Client on the basis of and in connection with the application of complaints related to the quality or accuracy of services provided by the Company on the basis of and in connection with contracts concluded between the Company and the client, in particular procedures and deadlines. handling of these complaints, the method of payment of costs associated with complaints and special related legal relationships.


Art. 2

Definition of terms


1. A complaint and a complaint (hereinafter referred to as a complaint) is considered to be an oral or written submission of the client, in which the client expresses his disagreement with the method of performance and the result of a specific service provided by a company employee.

2. The complaint may be filed by any client or his / her authorized representative authorized in accordance with generally binding legal regulations, whereby a power of attorney on which the signature of the principal is officially certified is required for the valid application of the complaint.

3. Client a person using a service falling within the scope of the Act on Financial Intermediation and Financial Advisory on the basis of a contract concluded with the company.


Art. 3

Procedures and deadlines for handling complaints


1. The client can file a complaint in several ways, namely:

a) In writing to the Company's address given in the header of this document

b) By phone on tel. line + 421 917 54 88 17

c) In electronic form to the e-mail address

d) Through a co-worker of the Company

e) Through a contractual partner of the Company

If the complaint is submitted in a form other than specified in points a) to e), the client is obliged to send the complaint in writing to the Company's address within 3 working days of filing the complaint.

At the client's request, the company is obliged to confirm receipt of his complaint.

2. The client is obliged to file a complaint in the manner specified in point 1 of this article, no later than 6 months from the day when the client had the opportunity to learn about the fact that is the subject of the complaint. If a generally binding legal regulation stipulates a different period of liability for defects in the service provided by the company than the period specified in the previous sentence and if such a regulation does not allow the parties to agree on a different time, the client is obliged to file a complaint no later than the period specified in this regulation.

3. If the client does not file a complaint within the period under the previous paragraph, his rights from liability for defects expire.

SM 07 Directive on the method of handling complaints Version 02 of clients and potential clients in accordance with § 26 of the Act page 3/3

4. The complaint must contain:

A) name, surname of the client and a valid address to which the result of the complaint investigation will be sent. In the case of a legal entity, the business name of the company, the name and address of the registered office, and the contact person shall be stated.

B) a definite, comprehensible and correct description of the case with the information necessary to resolve the complaint and a description of how the client was affected by his rights

C) annexes and documents justifying the complaint (copies of contracts, Investment Questionnaire, etc.).

D) the rights exercised by the client through the complaint

E) handwritten signature of the client

If the complaint does not contain the above requirements, the company is not obliged to deal with the complaint and examine its legitimacy, until the client removes the deficiencies of his complaint, while the period for handling complaints begins to run from the moment of elimination of all deficiencies.


Art. 4

Receipt and handling of complaints


1. Complaints after delivery to the address of the Company's registered office are submitted to the Compliance Officer, who will ensure the registration and resolution of the complaint. Complaints are handled in the order of their acceptance into the Company.

The deadline for handling the complaint is 30 calendar days from the receipt of the complaint to the Company. In the event that for serious reasons it is not possible to handle the complaint within the above period, the client is informed of this fact in writing. The company reserves the right to request from the client to supplement the complaint so that it can be successfully resolved.

The complaint must be processed no later than 30 days after its delivery. Within this period, the complainant must be informed in writing of how the complaint will be handled. The 30-day period may be extended to 60 days in justified cases, but the complainant must be notified within 30 days of the extension and the reasons for its extension.

Method of registration of complaints, record of complaints and possible corrective measures taken:

Minimum content requirements of the record of the complaint: name, surname and address of residence of the complainant, resp. business name and registered office of the complainant, subject of the complaint, date of receipt of the complaint, identification of the persons complained of, if the complaint was lodged with specific persons, procedure for assessing the complaint and evaluating whether the complaint is justified or not, elimination of deficiencies, if the complaint is justified by the date of processing the complaint.

2. The client is obliged to provide the cooperation necessary to clarify the claimed fact, and if he refuses to provide this, the company is not obliged to perform a further verification of the complaint and is not obliged to examine its validity.

3. The costs associated with the handling of the complaint, which was assessed as justified after its assessment, shall be borne by the Company. In the case of a complaint that was settled as unjustified after its assessment, the client is obliged to reimburse the Company for all costs incurred by the company in connection with the handling of this complaint.


In Púchov 25.10.2010

Ing. Ján Pobežal



  Púchov, Trenčín Region, Slovakia

Tel: +421 918 977 594

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