I. Why we value your feedback?

We highly value your feedback and believe that it plays a crucial role in enhancing our business practices and service quality. If you have any feedback or unresolved issues that you would like us to address, we strongly encourage you to reach out to us. Below, you will find information on how to contact us and the collaborative process we follow to resolve any concerns you may have.

II. How can you contact us?

We are able to process any requests that are directed to us in the languages German, English, French and Italian. Requests can also be addressed in Luxemburgish but may trigger a longer processing time

1. In writing

Please contact us by writing to the following address:

Clerical Medical Customer Services
37 Boulevard Joseph II
1840 Luxembourg
Email (Italy): cs-italia@admin.clericalmedical.com
Email (Germany/Austria): kundenservice@clericalmedicaladmin.eu
Email (Luxembourg): cs-lux@admin.clericalmedical.com

Please be aware that E-Mail is considered an insecure form of communication. If you use this form of communication, it is at your risk as it is not fully encrypted.

2. By phone

Should you need to speak directly, please dial
(+352) 27 941 612 for Luxembourg,
(+49) 40 822 169 752 for Germany or
(+39) 47 11 43 10 03 for Italy to reach our Customer Services Departments.

Our opening hours:
Monday – Friday
9-17 except holidays.

Please make sure that you have your policy and/or complaint number available, along with any specific details related to the issue, to facilitate the communication process.

III. What happens when you file a complaint?

Upon receiving your complaint, we will promptly record it and ensure that your concerns are addressed in a timely manner, aiming for a fair resolution for all parties involved.

Throughout the complaints process outlined in this notice, we commit to fulfilling the following requirements:

• Acknowledging the receipt of or answering your complaint within five (5) business days of reception;

• Treating your complaint with respect and protecting your personal data;

• Providing a response to your complaint, within thirty (30) days from the date of receipt of your complaint to the date on which the response is sent to you.

Where an answer cannot be provided within this period, we will communicate the reasons for the delay and indicate the date on which you can expect a response or decision from us.

The service department will respond to all questions and complaints and also to all follow-up questions until your concern is resolved or rejected.

IV. What happens if you are dissatisfied with our response or handling?

If you are not satisfied with our response or the way your complaint was handled, you have the option to request a review by our Complaints Manager.

To initiate the review process, please contact our Customer Services Departments using the details previously mentioned. In your request, kindly provide detailed reasons for seeking a review and specify the desired outcome. This information will assist in assessing and reviewing your complaint.

We will provide you with a written response that outlines the final decision of the Complaints Manager, along with the reasons supporting it.

If we are unable to respond within thirty (30) days of receiving your request to review, we will inform you about:

(i) the timeframe for the Complaints Manager's review;
(ii) when you can expect a response from the Complaints Manager;
(iii) the reasons for the delay;
(iv) your right to complain to the CAA and Médiateur if you are dissatisfied with the reasons; and
(v) the CAA's contact details.

You may choose to file a request with the CAA at any time, including:

• if we have been unable to resolve your complaint within 30 days;

• if you are dissatisfied with the outcome of your complaint; or

• if you are dissatisfied with the findings of the Complaints Manager.

The CAA provides a fair and independent financial services complaint resolution service that is free to consumers. The request must be filed with the CAA in writing, by post, fax or email to the CAA (to the address/number mentioned below), or online via the CAA website. In order to facilitate the filing of a request, the CAA publishes a template on its website.

Under CAA Regulations, complaints may be referred to us if it has not gone through our complaints process and at least 90 days have gone by since our process was initiated.

Commissariat Aux Assurances

Address of the Headquarters: 11 Rue Robert Stümper, L-2557 Luxembourg
Fax: +352 226911
Email: reclamation@caa.lu
Online contact forms: FR, EN , DE,

The CAA should be contacted either in French, English, Luxembourgish, or German, in writing.

The implication of the CAA in relation to a complaint does not preclude you from subsequently exercising any legal rights which you may have if you are still unhappy with the outcome. Before doing so however, we strongly recommend that you obtain independent legal advice. The parties to the procedure before the CAA commit to maintain the confidentiality of the documents and communications exchanged during the procedure.

Additionally, you can contact the Luxembourgish body adhering to the FIN-NET system, Médiateur en Assurances, at the following address:
Médiateur en Assurances
c/o ACA – B.P. 448
L-2014 Luxembourg
Email: mediateur@aca.lu

Further information, as well as the application form, is available on the website:
https://www.aca.lu/fr/mediation/pourquoi-la-mediation/

You can also contact your local regulator. For detailed country specific information please refer to the dedicated country webpages for:
• Germany: https://www.clericalmedical.com/de
• Austria: https://www.clericalmedical.com/austria
• Italy: https://www.clericalmedical.com/it