Luxembourg complaints handling

Definition of a complaint

Complaint filed with a professional to recognize a right or to redress a harm.

Definition of a complainant

Any natural person who acts for purposes which are outside his/her commercial, industrial, artisanal or professional activity and has filed a complaint with the insurance professional.

Timescales

A prompt acknowledgement of the complaint, in writing, within a period not exceeding 10 (ten) business days of the complaint being made.

A final response to be provided within a period not exceeding 30 (thirty) days from the date of receipt of the complaint.

Where an answer could not be provided within this period, the professional must inform the complainant of the reasons for the delay and indicate the date on which his examination is likely to be achieved.

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

E-mail: aca@aca.lu

Website: https://www.aca.lu/en/insurance-obudsman