Complaints management policy

This document describes the complaints management process at DKV Luxembourg S.A. Each complaint will be examined by the competent person who will then be able to offer you a satisfactory solution directly. The complaints manager enters each complaint in a dedicated programme. If you wish to submit an official complaint to DKV Luxembourg S.A., you can consult the "Submit a complaint" section.

As a general rule, any expression of dissatisfaction addressed to the insurance company by a complainant concerning an insurance contract or a benefit must be considered as a claim. The complainant is the person entitled to have his/her claim examined by DKV Luxembourg S.A.: e.g. policyholders, insured persons, beneficiaries, etc. In the case of claims made by authorised representatives, relatives or the legal counsel of an insured person, the Claims Manager decides whether the claim can be processed without infringing professional secrecy. You will, of course, be informed of the Claims Manager's decision as soon as possible.

How to contact DKV Luxembourg S.A. :

"Complaints form"

To enable us to deal with your complaint as effectively as possible, please provide at least the following information:

the date of the incident (the cause of your complaint),
the reason for your complaint,
describe the details of your complaint in "Your comments".
If you wish to be contacted, please provide an address, e-mail address or telephone number. All personal data and information will be treated in the strictest confidence.

• By post:

DKV Luxembourg S.A.
Claims Manager
11-13, rue Jean Fischbach
L-3372 Leudelange

• by e-mail (FEEDBACK@DKV.LU) or by fax (+352/42 64 64-499).

For any verbal complaint, you can contact us on +352/42 64 64-1 or submit your complaint directly to the head office reception desk, which will forward it to the appropriate person.

If your complaint can be dealt with immediately, a solution will be proposed to you within 8 days of receipt of the complaint. If the complaint requires a detailed analysis and therefore a longer processing time, you will be informed within 8 days by acknowledgement of receipt or by any other means of communication. A solution will be proposed to you within 30 days of this information.

If your complaint is not dealt with to your complete satisfaction, please contact DKV Luxembourg S.A. so that an alternative solution can be proposed to you. If this solution does not satisfy you either, you may contact one of the following organisations or take legal action.

Association of Insurance and Reinsurance Companies (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