STEP-BY-STEP ROUTE · BANKING & TAXES
Dispute with an insurance company
Understand how to complain to the insurer first and, if necessary, take the next official step with the National Bank of Serbia.
Free step-by-step guide
This guide is based on official sources. Requirements, forms and local procedures may change, so open the link in the relevant step and check the current version before filing.
Open a step to see the action and its relevant official link. Required documents may depend on your case; check the list for your grounds before filing.
My step checklist and print guide
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01Distinguish a claim from a complaint
What to do
First comply with policy requirements for reporting the insured event. A complaint about refusal, valuation, delay or conduct does not replace the insurance claim.
Where to go
Your insurer's claims department.
What to prepare
- Policy, terms, claim reference and evidence of the event
First identify your route
- The insurer rejected the claim or paid less than expected.
- The insurer did not answer the written complaint.
- You need the NBS route after the required first complaint to the insurer.
02Challenge the insurer's decision in writing
What to do
Identify the policy and claim, disputed decision and requested correction. Attach evidence and retain proof of the insurer's receipt.
Where to go
The insurer's official written-complaints channel.
What to prepare
- Complaint, insurer decision and invoices / reports relevant to the claim
Example enquiry
An illustrative example, not an official form. Use the prescribed form where required.
To [insurer]. Policy [number], claim [number]. I dispute the decision dated [date] because [facts and policy terms]. I request [specific correction]. Attachments: [list]. Name, contact, date. This is a draft, not an official form.
03Receive the reply or record that it is overdue
What to do
The NBS form specifies a 15-day insurer reply period. Keep the reply or evidence of the original complaint. Check the form's escalation conditions and deadline.
Where to go
The insurer, then NBS if the complaint remains unresolved.
What to prepare
- Reply or evidence of the original complaint
04Use the insurance-specific form
What to do
Choose the NBS insurance complaint, not the bank form. Attach the policy and dispute history; disclose court proceedings if any. Mediation uses a separate form.
Where to go
NBS insurance-services consumer protection.
What to prepare
- NBS form, policy, complaint, reply and evidence
Translation and filing
Translation and certification
Before translating a foreign-issued record, ask the receiving institution whether it needs a Serbian translation by a court-certified translator (sudski tumač), whether an apostille/legalization is required, and in which order. Requirements differ by country and document. An ordinary or automatic translation is not a certified translation when certification is required.
What happens next
File only through the confirmed method. Keep a copy of the submission, case/application number and proof of receipt. Ask how to check status, when to expect a reply and what to do if more information is requested.
Document overview and case variants
What may be required
- Insurance policy
- Claim notification
- Insurer decision/calculation
- Written complaint and response
- Photos, invoices, reports and other evidence as relevant
Compare this list with the documents in each step and the chosen authority's requirements. You can read the guide and prepare the package yourself without submitting a request.
Common variants
- The insurer rejected the claim or paid less than expected.
- The insurer did not answer the written complaint.
- You need the NBS route after the required first complaint to the insurer.
The correct variant can only be confirmed after checking your status, documents and the authority's requirements.
What Serbia 360 can prepare — result preview
RESULT PREVIEW
What you receive if you order preparation
Before paying, you can see what the paid work actually delivers. The free guidance remains available whether or not you order anything.
Route, official sources, preliminary document list and a clear next step.
Work completed in the specimen case:
- Prepared: Completed insurer complaint
- Prepared: Completed insurer refusal discrepancy table
- Confirm the facts and sign the complaint.
- Refer any legal dispute to an appropriate professional.
Open the full specimen, copy its text or download the document. Required authority forms follow that institution’s rules; certification is performed by an authorised professional.
Package contents and review sheet · How to use the prepared output
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Serbia 360 helps organize documents and administrative steps. We do not make decisions for public authorities and do not replace a lawyer, notary, doctor or consulate where professional involvement is required.