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![Daniela Ngole Epie-Inauen held the appointment with the insurance company for a non-binding and free consultation.]()
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Daniela Ngole Epie-Inauen held the appointment with the insurance company for a non-binding and free consultation.
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![The Graubünden woman became aware of the offer from Bieler Versicherung Life Solutions Sàrl. She was promised free baby products.]()
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The Graubünden woman became aware of the offer from Bieler Versicherung Life Solutions Sàrl. She was promised free baby products.
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![An employee of the company called and an appointment was made. Then the appointment was confirmed via Whatsapp. But in the Christmas stress, the 34-year-old forgot the conversation.]()
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An employee of the company called and an appointment was made. Then the appointment was confirmed via Whatsapp. But in the Christmas stress, the 34-year-old forgot the conversation.
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![The insurance company defends itself with this picture at the request of BLICK. In any case, customers would be informed that a fee could be incurred if they missed the appointment.]()
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The insurance company defends itself with this picture at the request of BLICK. In any case, customers would be informed that a fee could be incurred if they missed the appointment.
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“A contract is a contract, and contracts are to be kept – that’s the principle,” says Bettina Umhang, specialist lawyer for liability and insurance law, to VIEW. From a purely legal point of view, Life Solutions Sàr is probably on the safe side.
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When the phone rings shortly before Christmas, Daniela Ngole Epie-Inauen (34) from Chur GR has no idea that she will end up with a bill of 100 francs. Not for a subscription or anything else – but for a missed appointment.
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An employee of Bieler Versicherung Life Solutions Sàrl reports to the heavily pregnant woman. It all sounds completely harmless. «It was about a free consultation. In return, he promised me some baby care products as a gift. Of course I was happy about that ”, says Ngole Epie-Inauen to BLICK. Both make an appointment for the interview on December 23, which is confirmed via Whatsapp.
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But in the stress of Christmas, the mom of two forgets the meeting with the insurance man. “I had a lot to do. Unfortunately, the appointment went under. I didn’t think too much either, ”said the native of Graubünden. Life Solutions Sàr no longer answers either. The matter seems off the table. A fallacy!
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“There was no question of costs”
When Ngole Epie-Inauen opens her letters, she is hit. Including an invoice from Bieler Versicherung. “I’m supposed to pay 100 francs for the missed appointment. An impudence.” The company justifies itself in the letter. The general terms and conditions (GTC) indicate that there is a compensation fee.
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The Graubünden woman doesn’t understand. «I have not signed a contract, only verbally agreed for the consultation. There was no question of costs. It would never have occurred to me that I would have to pay 100 francs in the end. “
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Attention was drawn to the compensation fee
The insurance company defends itself against the allegations. “Not only Ms. Ngole Epie-Inauen, but every member was of course informed about the revocation of consent to data processing and the compensation fee for a missed appointment before registration,” explains Life Solutions Sàr at the request of BLICK.
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In addition, the appointment with Ms. Ngole Epie-Inauen had been confirmed four times. The insurance company sends a screenshot as proof. You can see on it: the link for an online consultation. Below is the information about the compensation fee – how much it would be cannot be seen from this.
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The compensation fee would not apply if the customer canceled the appointment at least 24 hours before the agreed time. Even so, the insurance company would often waive the fee out of goodwill if customers canceled an hour or two before the appointment. At the same time, Life Solutions Sàr makes it clear: “Any appointment that is not canceled on time costs us time that we could use for other customers.”
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“A contract is a contract, and contracts are to be kept”
Ngole Epie-Inaue sees it differently that she has been adequately informed about a fee. She didn’t click anything either. “There was only this call. Not more.” She feels betrayed.
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And not just them. The mother of two isn’t the only one who has been billed for the compensation fee. Angry customers complain in field reports about the company and the 100 francs invoiced.
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Despite all the anger: From a legal point of view, Life Solutions Sàr is probably on the safe side. “A contract is a contract, and contracts are to be kept – that’s the principle,” says Bettina Umhang, specialist lawyer for liability and insurance law, to VIEW. This only applies if Ngole Epie-Inaue has confirmed the terms and conditions in whatever form on the Internet. “If she has not done so, the terms and conditions are not part of the contract and she does not have to pay the 100 francs,” explains Umhang.
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Mommy doesn’t want to pay the bill
If the insurance company drew attention to the fee on the phone, it had to prove it. For the lawyer, it is clear in any case: “This behavior of the insurance company is certainly not customer-friendly.”
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Because simply withdrawing from the contract and thus avoiding the compensation fee is unfortunately not possible. «The statutory 14-day right of withdrawal only applies to services over 100 francs. However, the customer must also have reasonable knowledge of the terms and conditions, ”explains lawyer Stanislava Wittibschlager.
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In plain language: A lot of trouble for Daniela Ngole Epie-Inaue – for a missed appointment. The mom, who will soon be three times, doesn’t want to pay the 100 francs at first – and wait and see.
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