ING works exclusively with CZ for health insurance. ING acts as an intermediary for these insurances and is your trusted point of contact. You can take out these insurances through ING (only online via Mijn ING and the ING App). CZ is the insurer offering these policies, specifically for ING customers. CZ manages your insurance: this means they collect the premium, process changes to your policy, and handle any healthcare reimbursements.
"}},{"componentType":"sectionTitle","title":"Complaint about ING’s service"},{"componentType":"paragraph","richBody":{"value":"Do you have a complaint about the premium calculation or about applying for the CZdirect Health Insurance via Mijn ING or the App? Then you should follow ING’s complaints procedure. This concerns complaints about ING’s role as an intermediary between you and the insurer (CZ).
"},"textLinks":[{"url":"/en/bank/about-ing/complaints","text":"Check here how to submit a complaint to ING"}]},{"componentType":"sectionTitle","title":"Complaint about your CZdirect Health Insurance, a healthcare provider, or CZ’s service"},{"componentType":"paragraph","richBody":{"value":"Do you have a complaint about the CZdirect Health Insurance, a healthcare provider, or CZ’s service? And can’t resolve it with the employee involved? Then you can submit a complaint to CZ, which has an internal complaints procedure in place.
How can you do this?
If you’re not satisfied with how your complaint was handled, CZ will first provide more information about the reason for their decision. They prefer to do this by phone. If they can’t reach you, they’ll send an email or letter. You’ll receive this information within 20 working days after your request for reconsideration.
Still disagree with their decision despite the additional explanation? Then write a letter to CZ’s Legal Affairs department. CZ will confirm in writing that they’ve received your request. The Legal Affairs department will then reassess the decision. You’ll receive a letter with the outcome of this reassessment within four weeks of your request.
"}},{"componentType":"sectionTitle","title":"Foundation for Complaints and Disputes in Health Insurance (SKGZ)"},{"componentType":"paragraph","richBody":{"value":"Still disagree after CZ’s Legal Affairs department has reviewed your case? Then you can contact the Stichting Klachten en Geschillen Zorgverzekeringen (SKGZ). SKGZ can ask the Health Insurance Ombudsman to mediate. If mediation doesn’t lead to the desired outcome, or if you prefer not to use mediation, you can request the Health Insurance Disputes Committee to issue a binding decision. A binding decision means both you and CZ must comply with it.
Note: You’ll need to pay €37 to the Disputes Committee. This amount will be refunded if the committee rules in your favor.
You can also choose to take your case to a civil court. This is possible if CZ hasn’t responded within four weeks of your request for reconsideration, or if CZ has stated that they are upholding their decision. If a binding decision has already been issued by the Disputes Committee, the court usually won’t reassess the case in detail.
"}},{"componentType":"linkList","iconTitle":{"title":"More information"},"textLinks":[{"url":"/en/personal/insurances","text":"All about Insurances"},{"url":"https://assets.ing.com/m/8b4b6aa4537bd1b/original/Dienstenwijzer_CZ_Direct_Zorgverzekering_via_ING_112022.pdf","text":"Collaboration ING and CZ"}]}]}}}