Complaints and feedback policy
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Vörður places great emphasis on listening to customers' voices and experiences. Complaints are dealt with as quickly as possible, since we see them as an opportunity to improve and strengthen our service to customers.
This policy is issued with reference to articles 9 and 10 of act no. 100/2016 on insurance activities and rules no. 353/2022 on sound and proper business practices.
We want to increase customer satisfaction by ensuring a transparent, fair and efficient process for registering and handling feedback and complaints received by Vörður.
To promote a consistent approach to handling complaints, with the aim of increasing customer satisfaction and preventing similar incidents from recurring.
The policy applies to all of the company's operations and is valid for all employees, contractors, and others who carry out tasks on behalf of Vörður.
Complaints can be submitted by phone, in writing by post, or electronically through vordur.is.
Confirmation of receipt of a complaint and subsequent communications are conducted in writing or in a manner corresponding to the channel through which the complaint was received. Receipt is confirmed within 24 hours, and a decision on the matter must be reached within four weeks. If the matter cannot be resolved within that timeframe, the customer will be informed of the status, the reasons for the delay, and when a response can be expected.
If a complaint or piece of feedback is unclear, further information will be requested from the customer so that it can be addressed properly and effectively.
All complaints are logged in a dedicated complaints register, and information on how they were handled is kept on file for at least five years.
Any personal data that may accompany complaints is processed in accordance with act no. 90/2018 on data protection and the processing of personal data.
If a customer feels that their case has not been given a satisfactory review, or that the outcome does not comply with applicable laws or regulations, they may refer the matter to one of the following adjudicating bodies, among others:
The insurance complaints committee operates under an agreement between the Ministry of Finance and Economic Affairs, the Consumers' Association of Icelandic, and Finance Iceland. The committee handles disputes concerning liability for compensation, including the assessment of fault and the division of responsibility between consumers and insurance companies. It also deals with disputes concerning the interpretation and application of act no. 30/2004 on insurance contracts.
The insurance companies' claims committee handles disputes concerning fault and the apportionment of fault in vehicle-related damages, where such matters affect the assessment of compensation obligations under statutory motor vehicle insurance. The committee does not, however, take a position on disputes regarding the amount of compensation.
The Consumer Agency is the government authority responsible for consumer affairs, overseeing the implementation of various consumer protection laws. The Consumer Agency's website provides information on when and how consumers can turn to the agency if they believe their rights have been violated.
Everyone is free to take their case to the courts if business partners are not satisfied with the company's decision on, for example, liability for damages, the opinion of the Claims Committee, or the ruling of the Appeals Committee.
The director of sales and service is responsible for ensuring that this policy is followed and updated as needed. Those responsible for handling and resolving cases receive regular training in receiving and processing feedback, with the aim of ensuring professional and thorough handling of cases.
The compliance officer ensures that effective internal controls are in place for complaints and that processes are reviewed regularly.
This policy shall be reviewed regularly, and no less frequently than every three years, or as needed in light of legislative changes that may affect its content.
Guðbjörg Heiða Guðmundsdóttir, CEO of Vörður tryggingar hf.
Updated 26 May 2025