Any insurance company has to process its own complaints policy. It ensures you a quick and fair treatment of your claim. This compulsory legal act is a proof of security for you and also of service quality for our company. The below explained procedure is compliant with the current legal rules, the Autorité de Contrôle Prudentiel et de Résolution (ACPR – the French insurance supervisor) recommendations and the European directives.
Where to address my complaint?
To be efficient and prompt, your request must be addressed to your usual contact person, which is :
– your broker, who offered you to subscribe to an insurance policy
– the insurance policy’s administrator
Indeed, Axéria Prévoyance delegates the administration of its policies to third parties who are in charge of treating complaints on behalf of this insurance company. Axéria Prévoyance may eventually treat an insured person’s specific complaint. In case Axéria Prévoyance would not be qualified to handle his request, it will be transferred within the same day to the regarded administrator.
How do I send my complaint to Axéria Prévoyance?
In the face of the unprecedented spread of the coronavirus, the complaints process can not be held by regular postmail or telephone. However, we remain mobilized in your interest by email: via our website www.axeria-prevoyance.fr – through the Contact form you will find in « Contact us ».
For complaints related to policies you have subscribed on Axéria Prévoyance’s website, you may use the European Online Dispute Resolution platform. It has been set by the European Commission in order to steer the digital consumer to the qualified national mediator. It is accessible on http://ec.europa.eu/consumers/odr. Any complaint you register in this platform will be transferred to the French Insurance Mediator.
How will my complaint be processed?
Despite the very unusual context, the objective is to provide you an answer within 10 working days. In case it will take more time, you will receive an update of you complaint within these 10 days. In any case, the process will not take more than 2 months.
What should I do in case I am not satisfied with your answer?
In case you would not agree with the resolution, you can contact Axéria Prévoyance’s dispute resolution service via our website, « Contact us » who will run another assessment of your request, within the above mentioned delay.
What would happen next if the complaint was still not resolved?
In case there is still no agreement, you may solicit the French Insurance Mediation by email to firstname.lastname@example.org or via Internet, on the Insurance Mediator’s website https://www.mediation-assurance.org