Complaints and Claims

We want to help you resolve any issues related to the issuance and collection of policies, the tracking of your claim, or any other management you need through these priority channels and give you a quick response.

If, after being attended to in any of the above cases, you are not satisfied with the action or decision taken, you may submit a written complaint to Complaints and Claims.

Who can contact the Complaints and Claims Service?

Any natural or legal person who has the status of Policyholder, Insured, Beneficiary, Injured Third Party, or successors of any of the foregoing may contact the Complaints and Claims Service.

How to contact the Complaints and Claims Service

You can contact the Complaints and Claims Service by means of a written document stating the following information:

- Identification of the claimant.

- Identification or reference of the contract and/or claim.

- Reasons for the complaint or claim.

- Identification of the Delegation, Department or Agent, if the complaint or claim arises from their action.

- Request being made.

- Indication that the claimant is not aware that the complaint or claim is being processed through administrative, arbitration or judicial proceedings.

- Place, date and signature of the claimant.

The claimant must provide, together with the written document, the documentary evidence related to the case and in their possession.

The letter should be addressed to: Servicio de Atención de Quejas y Reclamaciones de Assek Europe Compañía de Seguros y Reaseguros S.A.U. Paseo de la Castellana 140, 3º-IZ 28046 – Madrid

Through this form or by writing to atencion.clientes@assekeurope.es

The written complaint or claim can also be submitted in person at our offices. To expedite your complaints or claims, we provide you with a specially prepared form in our offices that meets the formal requirements demanded by Order ECO/734/2004 and the Operating Regulations of the Complaints and Claims Service.

How the claim is processed

The Complaints and Claims Service acknowledges receipt and may collect from both the claimant and the various departments or services of Assek Europe Compañía de Seguros y Reaseguros S.A.U. all the background and information it requires.

The Complaints and Claims Service analyzes the case and makes a decision within a maximum period of ONE MONTH from the date the claim is presented to the Customer Service Department.

If this period has elapsed without a response, the complaint or claim will be deemed rejected.

In the event that the claimant does not agree with the decision of the Complaints and Claims Service or one month has passed without a response, they may appeal to the Claims Service of the Directorate General of Insurance and Pension Funds:

Servicio de Reclamaciones de la Dirección General de Seguros y Fondo de Pensiones. Paseo de la Castellana, 44 - 28046 - Madrid
http://www.dgsfp.mineco.es
  

In order to appeal to the corresponding Claims Service, it is necessary to prove that the complaint or claim has been previously filed with the Complaints and Claims Service, justifying that a period of one month has elapsed since its submission, without it having been resolved or that its admission has been denied or the claim has been rejected in whole or in part.

• Regulations for customer protection of Assek Europe.

The European Commission provides consumers with a platform for online dispute resolution  in consumer matters, which you as a consumer can use.