important for us to know when you are not happy as this gives us the opportunity
to put ... FAO: Quality Department 13, rue Edward Steichen L-2540 Luxembourg.
Feedback Management At Globality Health we welcome all positive feedback where clients compliment us on our products and services. It is equally important for us to know when you are not happy as this gives us the opportunity to put matters right for you and implement improvements.
How do I provide my feedback? Please feel free to provide feedback in whichever way is easiest for you. In all cases we aim to reply via email within 2 working days of receipt.
By email
[email protected]
By fax +352 270 444 5599
By post FAO: Quality Department
13, rue Edward Steichen L-2540
Luxembourg
What we need if you would like to file a complaint To help us investigate your complaint, please make sure you provide us with:
A description of your complaint
What you’d like us to do to put things right
Your name and address
A daytime phone number or email address
Your policy number, if you are already a customer with us
Any relevant reference numbers or documents
Getting back to you Once you have contacted us, we’ll do our best to resolve your complaint in a consistent and timely manner.
You should receive an initial confirmation of receipt of your complaint within two working days.
We endeavour to answer all your concerns within three weeks.
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What happens if I’m not satisfied with your answer? If for any reason you’re not happy with our response, please let the team that handled your complaint know so that we can have the opportunity to see if there is anything further we can do. Once we have investigated all aspects of your concern, we will send you our final response.
If you’re still not happy The Ombudsman for Insurances acts independently of Globality and provides a free service as an impartial mediator of unresolved client concerns. All parties involved in a dispute are dealt with in a fair and impartial manner, with all dealings kept in confidence. If you’re not satisfied with our final response, you can address your concern to the Ombudsman (A.C.A.) at the following address:
Association des Compagnies d’Assurance (A.C.A.) Address: 12, rue Erasme L-1468 Luxembourg (Grand Duchy of Luxembourg) Tel: (+352) 442144-1 Fax: (+352) 440289 E-Mail:
[email protected]
You may find further information on this link: http://www.aca.lu/activites/convention-collective/.
Taking your concern further The Commissariat Aux Assurances is the Luxembourg official monitoring body of the insurance sector. Complaints may be received by the Commissariat aux Assurances which will forward the complaint to the insurance undertaking for their position on the matter. Should there be an infringement of legal provisions of the IMD national implantation law; the CAA may instruct the insurance undertaking to change its position. Should there be a civil law problem, only the courts are competent to hear the case according to article 84 of the Luxembourg Constitution. You may contact the Commissariat aux Assurances at: Commissariat aux Assurances (C.A.A.) Address: 7, boulevard Royal, L-2449 Luxembourg (Grand Duchy of Luxembourg) Tel: (+352) 22 69 111 Fax: (+352) 22 69 10 E-Mail:
[email protected] You may find further information on this link: www.commassu.lu
Important: The filing of a complaint with the Médiateur en Assurances or the Commissariat aux Assurances does not affect your right to initiate legal action before the competent courts of law. In such an instance, you may be responsible for your own expenses in relation to the legal proceedings (e.g. lawyer/expert’s fees). Please refer to your General Conditions of Insurance/Insurance Contract with respect to the competent court for any dispute arising from your insurance contract.
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