Procedure contract

Complaint about a rejected home insurance claim

A complaint about a rejected home insurance claim, or about the way that claim was handled.

Demonstration simulation: this assistant has been given access to Kustwal's published procedure contract. General-purpose AI assistants do not universally discover WebMCP endpoints, hidden files or new websites automatically.

Official procedure contract

Issuer: Kustwal Verzekeringen
Environment: Kustwal Verzekeringen · Demonstration Environment
Status: Approved demonstration contract
Version: 1.2
Effective date: 2026-06-01
Approved by: Customer Relations, Compliance
Jurisdiction: Netherlands (placeholder value)
Schema: handlefirst.procedure-contract/v1

Official complaint procedure, version 1.2. Published and maintained with HandleFirst.

Where the requirements come from

Applicable obligations: The formal obligations that apply to complaint handling. They fix what a complaint file has to identify: who is complaining, which decision is questioned, and what is asked of the insurer.
Approved complaints policy: The complaints policy approved by Customer Relations and Compliance. It sets the channel a complaint arrives through, the notice that goes above a prepared complaint, and the rule that Kustwal accepts a complaint even when a document is missing.
Handling practice: What complaints handlers need in order to start work without a follow up question. Reviewed with each version of this contract. Individual complaints are never published and never leave the case system.

Representations

This procedure helps you submit a complaint. It does not assess your policy coverage, decide your claim or provide legal advice.

What this procedure does not decide

whether the policy covers the damage
whether the claim decision was right
who is responsible for the damage
what compensation, if any, is due
what your legal rights are

What a complaint has to contain

Policy reference: It identifies the policy the complaint is about, so the complaint reaches the right file.
QuestionWhat is your policy reference?
FormatA policy reference is two letters, a hyphen and four digits.
Claim reference: It links the complaint to the claim that was decided.
QuestionWhat is the reference of the claim that was rejected?
FormatA claim reference is two letters, the year and five digits.
Claim type: It tells the complaints team which kind of claim was decided.
QuestionWhat kind of claim was it?
Current situation: It states where the claim stands now, so the complaint starts from the right point.
QuestionWhat is the current situation with your claim?
Requested route: It records that you are making a formal complaint rather than a new claim.
QuestionDo you want to make a formal complaint about this decision?
Contact emailNeeded to start: It is the address the complaints team replies to.
QuestionWhat email address should Kustwal reply to?
FormatPlease give an email address the complaints team can reply to.
Date of the rejection decision: It fixes which decision the complaint is about.
QuestionWhat date is on the rejection decision?
FormatPlease give the date as year, month and day. If you are not sure of the exact date, an approximate date is enough.
What you are dissatisfied withNeeded to start: It is the substance of the complaint: the part the complaints team has to answer.
QuestionWhat part of the decision or claim handling are you dissatisfied with?
FormatPlease describe in your own words what you are dissatisfied with.
What you would like to happen: It tells the complaints team what you are asking for.
QuestionWhat would you like Kustwal to do next?
Options
Reconsider the claim decision
Explain the decision
Correct something in the claim file
Contact from a complaints handler

Evidence you can add

The rejection letter: It shows exactly what was decided and on what date.
QuestionPlease upload the decision letter, if you have it.
Accepted formatsPDF, JPG, PNG
Maximum files3
Earlier correspondence: It shows what has already been discussed, so nothing is asked of you twice.
QuestionPlease add earlier letters or emails about this claim, if you have any.
Accepted formatsPDF, JPG, PNG
Maximum files5
Photographs, invoices or other loss evidence: It shows what was already sent with the claim, so the complaints team looks at the same material you did.
QuestionPlease add photographs or invoices you already sent, if that is useful.
Accepted formatsPDF, JPG, PNG
Maximum files10

If something is missing

You can make a complaint even when you cannot supply every document. Your contact email and a description of what you are dissatisfied with are enough to start.

If something is missing, the complaints team may come back to you with a question. A missing item never stops you from making a complaint.

Where a complaint goes

The Kustwal complaints channel

complaints@kustwal.example

Complaints reach the complaints team at the complaints mailbox. This channel is unchanged. A complaint prepared with this procedure arrives the same way as any other complaint.

The complaints team confirms receipt of every complaint that reaches this channel.

What a prepared complaint contains

01Policy reference
02Claim reference
03Date of the decision
04What the claim was about
05What I am dissatisfied with
06Attached evidence
07What I would like to happen
08Contact details

Illustrative procedural guidance, not legal advice. Please review this complaint before sending.

What a prepared complaint never contains

Conclusions about policy coverage: What the policy covers is decided in the claim, not in the complaint. The complaint says what happened and what you are asking for.
Assessments of liability: A complaint does not settle who is responsible for the damage.
Fraud assessments: Nothing in a prepared complaint raises or answers a fraud question.
Claims that the insurer acted unlawfully or in bad faith: A complaint describes what happened and what you want looked at again. It does not accuse.
Invented facts, dates, rights, regulations or case law: Everything in the complaint comes from what you supplied. Nothing is filled in for you.
Threats of escalation: Asking for the decision to be looked at again is enough.
Compensation calculations: A complaint does not price the damage.
Generic legal boilerplate: Standard clauses add length and nothing else.

Change history

1.02025-11-03First published version of the complaints procedure for rejected home insurance claims.
1.12026-02-16Added the plain language purpose to every requirement. Recorded that evidence is useful but never required.
1.22026-06-01Added the machine readable and agent readable representations. Recorded the rule that a complaint is accepted when a document is missing.

Prepare a complaint with this procedure