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
Tel: (+352) 44 21 44 1
Fax: (+352) 44 02 89
E-mail: aca@aca.lu
Website: https://www.aca.lu/en/insurance-obudsman