Independent broker in life insurance

We have created this Service Guide to give you a clear understanding of our operations, organization and services. It explains our values, service structure and how we prioritize your interests. The pointer, along with our terms and conditions, applies to all agreements with Schouten Zekerheid, separate from insurance contracts.

Today's choices, affect tomorrow's world.

Because of this, we feel it is important to contribute to making the world more sustainable.

That's why we work with partners who push for sustainable damage repair rather than replacement. This repair is carried out by local repair shops to reduce CO2 emissions.

Sustainability is an important theme within our organization as well as our recovery partners.

It is important to us that you are satisfied with your contact with our organization and our services.

Therefore, we would like to hear from you if there is anything you are not satisfied with. Other comments are also welcome. 

How do you report a complaint?
Our staff will be happy to help you resolve the problem. You can file an official complaint in the following ways. We will contact you as soon as possible:

• Online: by filling out the complaint form
  - Email: by sending an e-mail
  - Post: by sending a letter to Schouten Zekerheid for the attention of the management, PO Box 8789, 3009 AT Rotterdam

A report containing the word "complaint" is a complaint to us. If you mention it, we will immediately address your complaint appropriately.

When will you receive a response?
You will receive an acknowledgement of your complaint from us within 3 business days. We will respond to the content of your complaint within 3 weeks. Sometimes we need more time, we will always let you know within 3 weeks.

Are we unable to reach a solution?
Are you not satisfied with the solution we propose or have we declared your complaint unfounded? Then you can submit your complaint within 3 months to the independent Financial Services Complaints Institute (Kifid). You can also choose to submit your complaint to the court.

The Kifid does not handle complaints from companies. If, as a company, you are not satisfied with the handling of your complaint, you can take it to court.

We work with authorized agent VvE Assuradeuren of Rotterdam, a trade name of Schouten Zekerheid Assuradeuren B.V.. VvE Assuradeuren has the authority ('power of attorney') to act directly on behalf of a number of insurers and does almost everything an insurer does.

VvE Assuradeuren bears no financial risks, has its own license from the Financial Markets Authority and, as an authorized agent, can provide better and faster service.