Information

We aim to ensure a high standard of customer service and to make our communication clear and efficient at all times.

Your feedback, comments, and expectations are very important to us. If you have any complaints, concerns, or questions regarding our services, we encourage you to inform us.

Complaints may be submitted in writing, either by email or by post.

All complaints must initially be submitted to the insurer’s authorized representative in Lithuania. Contact details:

Masterisk UAB
Ukmergės st. 283, LT-06313 Vilnius, Lithuania
Email: info@masterisk.lt

Each complaint received will be reviewed promptly and responsibly. If a complaint cannot be resolved within a short period of time, you will be provided with written information within no later than 5 business days outlining the further handling process and the timeframe for resolving the complaint. The total complaint handling period shall not exceed 35 business days from the date the complaint is received.

If you do not receive a written response within 15 business days, or if you are dissatisfied with the decision, you have the right to refer the dispute to the Bank of Lithuania for out-of-court dispute resolution.

Contacts of the Bank of Lithuania:
Bank of Lithuania
Supervision Service
Gedimino Ave. 6, 01103 Vilnius, Lithuania
Tel. +370 5 268 0029
Email: info@lb.lt
www.lb.lt/consumer_protection

As the Insurer is authorised and registered in Belgium, if you remain unhappy with the response provided by Masterisk UAB you can also address your complaint to the Belgian Ombudsman:

Insurance Ombudsman
Square de Meeûs 35
1000 Briuselis
Belgium
Phone: +32 (0) 2 547 58 71
Email: info@ombudsman-insurance.be
https://www.ombudsman-insurance.be/

Any disputes between the parties to an insurance contract shall be resolved in accordance with the laws of the country in which the policyholder is resident.

Masterisk, UAB is a specialised surety bond Managing General Agent (MGA) operating under delegated authority from the insurer.

Masterisk is not an insurer and does not assume insurance risk — the risk is borne by the insurance company, while we are responsible for risk assessment, decision-making, issuance of bond documentation, and client service.

Insurance claims are administered by Masterisk, UAB on behalf of the insurer and in accordance with the approved claims handling policy.

Please report any insured event by email at: claims@masterisk.lt

MGA (Managing General Agent) – tai specializuotas draudiko atstovas, kuriam draudimo bendrovė suteikia įgaliojimus vertinti riziką, priimti sprendimus dėl draudimo suteikimo ir išduoti draudimo sutartis savo vardu:

• operates under clearly defined delegated authority from the insurer,
• acts in accordance with insurer-approved rules and limits,
• specializes in specific insurance lines (such as surety insurance),
• užtikrina greitesnius sprendimus ir kokybišką rizikos vertinimą.

An MGA acts as the insurer’s operational and expert partner, while insurance coverage is always provided by a licensed insurance company.

In most cases, surety bond documentation can be issued on the same business day once all required information and documentation have been received.