Cachet Insurance Broker OÜ's procedure for resolving client complaints

Complaints Handling Procedure

Version 2.0 – 26.08.2025 The purpose of this document is to inform users how complaints are submitted and resolved when the users are dissatisfied with the services of Cachet (as defined below).

Quick Guide

Please refer to the detailed full version below for more information on How to file a complaint, Information required in the complaint, Examination and response to the complaint and Confidentiality and Protection. To submit a complaint about a dissatisfaction with the services of Cachet, please use one of the following methods:

Online Complaint Form

Complete this form and submit it directly.

Email

Send your complaint to complaints@cachet.me. Please include:

Full name and contact details
Policy number (if applicable)
A clear description of the issue and when it occurred
Any supporting documents (e.g., letters, screenshots, receipts)

If your complaint contains a financial claim, please sign it digitally before sending by email.

Phone

Customers may also contact us by phone (+372 668 2834, Mon–Fri, 9:00–17:00 EET) to raise a complaint or to seek assistance with the complaints process. Note: This channel is intended for informal enquiries or support only, and only counts as a formal submission in connection with the first two options. To ensure your complaint is properly documented and processed in accordance with legal requirements, we ask that formal complaints be submitted via our online complaint form or by email.

Definitions

Cachet: Cachet Insurance Broker OÜ (registry code 14920263, located at Tatari 64, Tallinn 10134), a company acting as an insurance broker in accordance with the Estonian Insurance Activities Act, and Cachet OÜ (registry code 14560702, located at Tatari 64, Tallinn 10134), a company acting as a technology services provider for the insurance intermediary activities.
User: The policyholder who has entered into an insurance contract through Cachet, or any other user of Cachet, including the insured person and the beneficiary.
Web Portal: https://cachet.me/
Complaint: A formal complaint or a complaint prepared on a durable medium with other formal data and documents as described below, submitted to Cachet by the User regarding the activities of Cachet.
Complaint Form: The recommended complaint form that the User can use to file a Complaint. The form is available via the link above and also through the Web Portal.
Complaints Email: complaints@cachet.me
Complaints Number: +372 668 2834 (Mon–Fri, 9:00–17:00 EET)

How to File a Complaint

If the user is not satisfied with the services of Cachet, they have the right to file a Complaint with Cachet, following one of the following methods:

Web Portal – A User can file a Complaint by completing the Complaint Form, either directly or through the Web Portal.
Email – The User can send their Complaint directly to the Complaints Email, including the information from Section 2 below in their Complaint.
Call – Customers may also contact us by the Complaints Number to raise a concern or to receive assistance with submitting a formal complaint.

Please note that complaints made by phone are treated as informal or preliminary unless followed up in writing. For complaints requiring a formal investigation or written response, Cachet may request that the Customer submit their Complaint via the Complaints Email or through the Complaint Form, in line with legal requirements.

Information Required in the Complaint

The User should provide the following information when submitting their Complaint by Email or if asked by the Cachet representative during the Call (if applicable):

Full name and contact details;
Policy number (if applicable);
A clear description of the problem and when it occurred;
Any supporting documents (letters, screenshots, receipts). A Complaint containing a financial claim must be signed by the User digitally and sent by email to the Complaints Email.

If the complaint is submitted by a person who does not have a contractual relationship with Cachet, the representative of Cachet shall do an identity check. If it is necessary to process any as of yet undisclosed personal data of the User in order to resolve the Complaint, Cachet could only do it based on the consent of the User, unless another legal basis could be relied on, such as legitimate interest. It is not possible to examine and resolve the complaint without a proper legal basis.
When filing a complaint on behalf of a legal person, the representative of Cachet has the right to demand proof of the right of representation.

Examination and Response to the Complaint

Cachet shall notify the User as soon as possible of the commencement of the complaint procedure or the rejection of it (listing the reasons for rejection) via the Web Portal or the User’s email address, also informing the User of the expected term for resolving the Complaint.
Cachet will acknowledge the receipt of the Complaint and include information about the outline of the complaints process. This will be provided to the User as soon as possible after the commencement of the complaint procedure or the rejection of it (listing the reasons for rejection) via the User’s email address.
Cachet shall then examine and respond to the Complaint as soon as possible, but no later than within 14 calendar days.
If it is not possible to resolve the Complaint within the aforementioned term, Cachet shall inform the User of the reasons for extension and the new term for resolution.
If the initial response by Call does not resolve the Complaint, Cachet shall inform the Client of their right to submit the Complaint with formal data via the Web Portal or by Email.
After examining the Complaint, Cachet shall send a response with details to the User via the Web Portal or by other means as communicated to the User.
If it is not within the competence of Cachet to resolve the complaint, Cachet shall give recommendations to the User, if possible, regarding whom to turn to with the Complaint.

If the User does not agree with Cachet’s answer, they have the right to:

Ask to escalate the review to a senior manager at Cachet;
Contact their relevant supervisory authorities, such as the financial supervisory authority or the consumer protection authorities (if the User is a consumer). For instance in Estonia, the Estonian Financial Supervision and Resolution Authority (www.fi.ee) or the court (www.kohus.ee). Consumers also have the right to submit a complaint to the Consumer Protection and Technical Regulatory Authority (www.ttja.ee).

Confidentiality and Protection

We are committed to safeguarding the privacy and rights of anyone who submits a complaint.
All complaints are handled in strict confidence in accordance with applicable data protection laws.
Personal data is only made available to persons authorised to investigate and resolve the Complaint, or where disclosure is required by law or regulation.
Complaint records and related personal data are kept only for as long as necessary to handle the complaint, to meet legal or regulatory requirements, and, where appropriate, for as long as there is a legitimate interest in keeping them (such as investigating recurring issues, ensuring fair resolution, or responding to follow-up questions or disputes).
Once the retention period expires, personal data is permanently deleted or irreversibly anonymised so it can no longer be linked to the User.
Submitting a complaint in good faith will not result in any adverse treatment by Cachet.

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Cachet Insurance Broker OÜ’s procedure for resolving client complaints