Complaints Channel

We provide our clients and other stakeholders with a Complaints Channel with the aim of ensuring proper, transparent and effective handling of any complaint or claim that may arise.

What constitutes a claim? 

A claim is considered to be any expression of disagreement submitted by a client or user in relation to the services provided, when they consider that their rights have been violated or that the company's actions have not been in accordance with applicable regulations, contractual conditions or good practices in the insurance sector.

How to file a complaint?

Claims must be submitted exclusively through the form provided at the bottom of this page, completing the following mandatory fields:

 · Name and surname of the complainan

 · Email
 · Phone number
 · What is your complaint about?

Who handles the claim?

The management and resolution of claims is the responsibility of a senior company official, specifically designated for this purpose, who acts with due functional independence, as well as with criteria of objectivity, impartiality and respect for applicable regulations, in accordance with the best practices of the insurance sector.

Response deadlines

Una vez enviada la reclamación, la empresa la resolverá y comunicará su decisión en el plazo máximo legalmente establecido, y en todo caso dentro de los plazos previstos por la normativa aplicable del sector asegurador.

What happens if the customer is not satisfied? 

If the customer is not satisfied with the decision made or the maximum time limit has passed without a response, they may submit their complaint to the Complaints Service of the Directorate General of Insurance and Pension Funds (DGSFP). To do so, it is essential to have previously filed a complaint with the Customer Service Department (SAC) or the Policyholder Ombudsman of the insurer and to have received no response within one month or to be dissatisfied with the outcome: https://dgsfp.mineco.gob.es/es/Consumidor/Reclamaciones/Paginas/InformacionProcedimiento.aspx

Key steps for the claim:

• Prerequisite: One month must have passed since the complaint was filed with the Insurer's Customer Service Department without a response or with an unsatisfactory resolution.
• Submission deadline: It must be submitted to the DGSFP within one year of the insurer's notification that exhausts the internal route.
• How to claim: It can be done electronically (requires digital certificate or electronic ID) or on paper (addressed to Paseo de la Castellana 44, 28046 Madrid).
• Documentation: It is recommended to use the official form downloadable from the DGSFP Claims Service.
• Effects: The DGSFP report is final in the administrative process, not binding (it does not obligate the insurer), but it serves as proof of malpractice and justifies legal actions.
  
  

Free nature of the procedure 

The process of submitting and processing claims is completely free for the claimant.