Europe Complaints Procedure
How to make a Complaint
The Insurer will review the complaint information and provide an acknowledgment of receipt within a period not exceeding 10 working days from receipt of the complaint, unless the response itself is provided to the complainant within that period. The Insurer undertakes to respond to each complainant without unnecessary delay and in all cases within a period of 30 days as from the date of receipt of his/her complaint, except where the complexity of the request requires an extensive analysis, in which case the Insurer will indicate the causes of the delay and the foreseeable date of its response.
The complaints can be addressed to:
Head of Compliance
SI Insurance (Europe), SA (“SIIE“)
40 Avenue Monterey
L-2163 Luxembourg
Grand Duchy of Luxembourg
Email: [email protected]
If we can’t respond fully to your complaint after you contact us, or you are unhappy with our final response, you can submit your complaint to the competent supervisory authority or, if you are a consumer, to the insurance mediation organization, before starting the legal proceedings.
In case you have not received a response or a satisfactory solution within 90 days of your complaint to the Insurer, you can contact the Commissariat aux Assurances (the CAA) in Luxembourg for the out-of-court complaint resolution within one year (12 months) term from the date of your complaint to the Insurer.
Head of Compliance
SI Insurance (Europe), SA (“SIIE“)
40 Avenue Monterey
L-2163 Luxembourg
Grand Duchy of Luxembourg
Email: [email protected]
Alternatively, if you are a consumer, you can refer your complaint to an Insurance Ombudsman in Luxembourg:
Association des Compagnies d’Assurances (ACA)
c/o Médiateur en Assurance
B.P. 448
L-2014 Luxembourg
Grand Duchy of Luxembourg
Fax: +352 44 02 89
Email: [email protected]
Website: https://www.aca.lu/
If you were sold this product online or by other electronic means and within the European Union (EU) you may refer your complaint to the EU Online dispute Resolution (ODR) platform. Upon receipt of your complaint the ODR will escalate your complaint to your local dispute resolution service – this process is free and conducted entirely online. You can access the ODR platform on http://ec.europa.eu/odr.