How to file a complaint with Kifid in the Netherlands

The short answer

First submit a written complaint to your insurer and wait at least 8 weeks for their final response. Not satisfied with how they handled it? Then you can file a complaint with Kifid via their website within one year of the final rejection. Kifid only handles complaints that were first submitted to the insurer. Treatment by Kifid is free for consumers up to €25,000. For higher amounts you pay €50.

What does Dutch law say?

Kifid was established under the Financial Supervision Act (Wet financieel toezicht) and handles disputes between consumers and financial service providers in the Netherlands. Insurers are legally required to be affiliated with a recognised dispute resolution body. Kifid's decisions are binding for the insurer but not for you as a consumer. You always retain the right to go to court under Dutch law. Kifid must make a decision within 90 days.

What should you watch out for?

Pay close attention to deadlines: you only have one year after the final rejection by the insurer to approach Kifid. Keep all correspondence with your insurer as evidence. Kifid does not handle complaints about insurers' policies, but only about the execution of your policy. Check whether your insurer is affiliated with Kifid in the Netherlands.

Example from practice

Jan has water damage and his insurer refuses to pay out because they claim it's pipe breakage due to poor maintenance. Jan files a written complaint with his insurer in January. In March he gets a definitive no. He now has until March of the following year to go to Kifid. Kifid rules that the insurer has insufficient evidence for their position and determines they must pay out. This decision is binding for the insurer under Dutch law.

What can you do?

Follow these steps to properly prepare and submit your complaint in the Netherlands.