Coalition Complaints Procedure

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Complaints Procedure

Coalition Insurance Solutions makes every effort to deliver a high-quality service to our customers. If you have a complaint about our service or a claim, we operate a swift and effective complaint-handling procedure as follows:

If you wish to make a complaint, you should contact complaints@coalitioninc.com. We also have an online chat facility on our website where complaints can be raised.

When registering your complaint, please provide as much relevant information as possible, including your policy number, a summary of your complaint, and any actions already taken to address the issue (if any).

When we receive a complaint, we will acknowledge it within one business day or as soon as possible. If this is not achievable, we aim to resolve your complaint by the close of business on the fifth day, following receipt of the complaint. If we have resolved your complaint within this timeframe, we will respond with the outcome of the investigation.
If we are unable to resolve your complaint within the specified timeframe, we will acknowledge your complaint within five business days. In this acknowledgement, we will provide you with the name and contact information of the person responsible for communicating with you about your complaint. This individual will not be directly involved in the matter that is the subject of your complaint. They will possess the authority and experience necessary to address your concerns and explain the results of the investigation.
We will thoroughly investigate your complaint and respond as quickly as possible. You can expect a detailed written response within 30 business days. If we cannot resolve your complaint within this timeframe, we will provide regular written updates on our progress every 10 business days. These updates will outline the reasons for the delay, the additional time required to address your complaint, and when you can expect our final response.
If we resolve your complaint within the 30 business days, we will send you a written response detailing the findings from our investigation.
If we are still unable to resolve your complaint after 30 business days, we will write to you explaining the reasons for the continued delay and when you can expect our final response.
Within 5 business days of concluding the investigation, we will inform you of the outcome.

Insurance cover is issued by Coalition Insurance Solutions, filial af Coalition Insurance Solutions GmbH, Tyskland (HRB 133708), a Danish branch registered with the corporate registration number CVR 45116212 (“CIS DK”), cooperating in the Danish market with Allianz Global Corporate & Specialty Swedish Branch Office (Business Register Org. nr. 516409-0861)(Insurer), and with respect to the Swedish market on a cross-border and freedom of services basis by Coalition Insurance Solutions GmbH (HRB 133708) (“CIS SE”), cooperating with Allianz Global Corporate & Specialty Swedish Branch Office (Business Register Org. nr. 516409-0861). This information with regard to the cyber insurance products provided herein is of a general nature only and does not take into account any person's particular circumstances. All descriptions of coverage are subject to the terms, conditions, and exclusions of the individual policy. Before making a decision (or advising your client), please refer to the relevant applicable policy or contact your broker. CIS DK and CIS SE may receive remuneration from an insurer. See imprint and disclaimers. Copyright © 2025. All rights reserved. Coalition and the Coalition logo are trademarks of Coalition, Inc.

Complaints Procedure

Coalition Insurance Solutions makes every effort to deliver a high-quality service to our customers. If you have a complaint about our service or a claim, we operate a swift and effective complaint-handling procedure as follows:

When registering your complaint, please provide as much relevant information as possible, including your policy number, a summary of your complaint, and any actions already taken to address the issue (if any).

If we resolve your complaint within the 30 business days, we will send you a written response detailing the findings from our investigation.

If we are still unable to resolve your complaint after 30 business days, we will write to you explaining the reasons for the continued delay and when you can expect our final response.

Within 5 business days of concluding the investigation, we will inform you of the outcome.