COMPLAINTS MANAGEMENT POLICY
The following document describes the DKV Luxembourg S.A. complaints management process. Every complaint is dealt with by the appropriate employee in order to quickly reach a satisfactory solution. The complaints manager registers every detailed complaint in a special programme. If you would like to make an official complaint to DKV Luxembourg S.A., you can go back to the section “Making a Complaint”.
DEFINITIONS
In principle, any dissatisfaction with the insurance company expressed by a complainant relating to an insurance contract or the provision of services should be treated like a complaint. A complainant is a person with claim to a complaint being examined by DKV Luxembourg S.A.: e.g. insurance policy holder, insured persons, beneficiaries, … For all complaints made via an authorised representative, family member, or legal adviser, the complaints manager decides whether the complaint can be dealt with without impinging upon professional confidentiality. You will of course be informed about the complaints manager’s decision as quickly as possible.
MAKING A COMPLAINT
Ways to get in touch with DKV Luxembourg S.A.:
COMPLAINT FORM:
In order to deal with your complaint as efficiently as possible, we ask that you please to fill in the following points at a minimum:
- date of the incident (which led to your complaint),
- reason for your complaint,
- describe the details of your complaint under “your comments”.
If you would like to receive a reply about your complaint, please include an address, E-Mail address, or telephone number.
All personal data and information are handled with the utmost confidentiality.
OTHER OPTIONS:
- By post to:
DKV Luxembourg S.A.
Complaints Manager
11-13, rue Jean Fischbach
L-3372 Leudelange - by E-Mail (FEEDBACK@DKV.LU) or Fax (+352/42 64 64-499).
For verbal complaints, we request that you contact us on +352/42 64 64-1 or that you make your complaint directly at the reception at head office – your complaint will then be passed on to the appropriate member of staff.
NOTIFICATION OF A SUGGESTED SOLUTION
If your complaint can be dealt with immediately, you will be notified of a suggested solution within 8 days from the receipt of the complaint. If the complaint requires further analysis and therefore will take longer to process, you will be notified of this within 8 days, either with a receipt of confirmation or via another method of communication. A suggestion solution will then be sent within 30 days of this first message.
OBJECTIONS
Should the complaint not be dealt with to your satisfaction, please request an alternative suggested solution from DKV Luxembourg S.A. Should this solution still prove unsatisfactory, you can go to the following bodies, or take legal action.
Association des Compagnies d’Assurances et de Réassurances (ACA)
12, rue Erasme
L-1468 Luxembourg
B.P. 448
L-2014 Luxembourg
Commissariat aux Assurances (CAA)
7, boulevard Joseph II
L-1840 Luxembourg
Union Luxembourgeoise des Consommateurs (ULC)
55, rue des Bruyères
L-1274 Howald
