AK warns consumers not to rely on oral insurance advice

An insurer waived a deductible of nearly 500 euros after intervention by the Carinthian Chamber of Labour, which is warning consumers that verbal assurances from insurance representatives may not be legally binding, ORF Kärnten reported.

The consumer had called her insurance representative before a planned hospital stay to ask about possible costs. She was told that “everything was covered”, but soon received a bill for almost 500 euros.

She contacted the Chamber of Labour’s consumer protection service because she believed the verbal information was binding. However, the deductible had been clearly agreed in the insurance contract.

“From a legal point of view, the lack of information during the telephone call does not establish a claim to have the deductible waived,” said consumer protection officer Valentina Konatschnig.

The Chamber of Labour nevertheless intervened with the insurer and secured a goodwill arrangement. The insurer waived the deductible in this case.

Chamber of Labour President Günther Goach warned that many policyholders rely on verbal information and later face unexpected costs. He advised consumers to obtain such information in writing so they are protected in the event of a dispute.