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Luxembourg complaints handling

Definition of a complaint

A statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaints handling should be differentiated from claims handling as well as from simple requests for execution of the contract, information or clarification.

 

Definition of a complainant

A person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already lodged a complaint e.g. a policyholder, insured person, beneficiary and in some jurisdictions, injured third party.

 

Timescales

A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.

A final response to be provided within 8 (eight) weeks of receipt of the complaint.

 

External Dispute Resolution

ACA, Association des Compagnies d’Assurances et de Reassurances Luxembourg Insurance and Reinsurance Association) – Mediateur en Assurances (Insurance Ombudsman)
12, rue Erasme,
L – 1468 Luxembourg
T: (+352) 44 21 44 1
F: (+352) 44 02 89
E: aca@aca.lu
www.aca.lu

CAA, Commissariat aux Assurances
7, boulevard Jospeh II,
L-1840 Luxembourg
Tel: (+352) 22 69 11 -1
Fax: (+352) 22 69 10
E: caa@caa.lu
www.caa.lu

Service national du Mediateur de la consommation (National Consumer Ombudsman Service)
Ancien Hotel de la Monnaie
6, rue du Palais de Justice
L – 1841 Luxembourg
Tel: (+352) 46 13 11
Fax: (+352) 46 36 03
E: info@mediateurconsommation.lu
www.mediateurconsommation.lu