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Magdeburger Insurance – Complaint and Request Management Process

Magdeburger Insurance considers customer satisfaction as one of the fundamental elements of its corporate culture. All requests and complaints from our customers are evaluated in accordance with the principles of speed, transparency, confidentiality, and accountability, and the process is managed in compliance with relevant regulations.

How Can You Communicate?

You can convey all your requests and complaints regarding your policy or our services through the following channels:

Our Complaint Management Policy

  • Magdeburger Insurance integrates the complaint management system established within the legal framework into its corporate structure.
  • Personal information subject to complaint processes is evaluated only by designated units within the organization and is not shared with third parties without customer approval.
  • All incoming complaints and feedback are recorded by Customer Relations and directed to the relevant units.
  • All obligations and commitments regarding complaint management are fulfilled completely.
  • A fast, effective, and open communication environment is established to ensure trust and transparency with customers.
  • Applications submitted outside of business hours are processed on the next business day.

As Magdeburger Insurance, we place great importance on protecting the privacy and security of your personal data. We implement all necessary technical, administrative, and physical security measures in accordance with the Personal Data Protection Law (“KVKK”).

Your data is processed for the purpose of carrying out service processes and in compliance with relevant legislation, and is not shared with third parties except for legal obligations.

Complaint Management Process

  1. Receiving the Complaint by Our Company (call center, social media, email)
    As soon as your application is received, your record is immediately created in the system.
  2. Initial Assessment
    The complaint is reviewed and processed based on the information shared by the Complaint Management Officer that same day (ID number, policy number, claim file number, license plate).
  3. Forwarding to the Relevant Unit
    The request/complaint is transferred to specialized units according to the topic. If no information is missing, the expert unit takes action to resolve the issue as quickly as possible.
  4. Review Process
    The review is completed within an average of 15 business days. If necessary, the customer is informed about any additional time required.
  5. Interim Information
    If the process takes longer, the customer is informed about the current status.
  6. Finalization
    Once the review is complete, the final result is communicated to the customer in writing or verbally (via call center or email).
  7. Official Application Channels
    Our insured clients may also apply to SEDDK or the Insurance Arbitration Commission.

Satisfaction Measurement

After the request or complaint process is completed, feedback is gathered from you to improve our service quality. Satisfaction calls made by our Call Center will evaluate your views and suggestions, contributing to the enhancement of our processes.