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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

Consumers’ Union (ULC)

55, rue des Bruyères

L-1274 Howald

Luxembourg

Tel: 49 60 22 1

Fax: 49 49 57

E-mail: info@ulc.lu

Website: www.ulc.lu/fr/Organes/Detail.asp?T=2&D=descr&ID=6