Complaints handling

II. How to make a complaint?

A complaint must be made in writing and sent by post or by email. A standard form is available for submitting a complaint to us. This form must be sent:

Go to the online complaint form

– By post:
SAAM VERSPIEREN GROUP, Service Réclamations, 60 rue de la Chaussée d'Antin, 75009 PARIS

– By email: to the address servicereclamations@saam-assurance.com

III. How is your complaint handled?

1. What happens to your complaint

We undertake to acknowledge receipt of your complaint within a maximum of 10 working days of receiving it. If you do not hear from us within this period, it means we have not received your complaint; in that case, please kindly send it to us again.

If your complaint falls within the scope of our delegated management authority, we handle it as described in points 2 and 3 below.

If it falls outside the scope of our management delegation, we forward it to the insurance company to be handled by them.

2. Processing times

We undertake to provide you with a response (positive or negative) within 60 days of receiving all the elements of your complaint.

3. Response provided

If you are a private individual and are not satisfied with the response to your complaint, you may refer the matter to the mediator of La Médiation de l'Assurance. Please note that only disputes concerning personal insurance between you and a broker belonging to a trade body that is a member of La Médiation de l'Assurance fall within the remit of the mediator of La Médiation de l'Assurance.

You can consult the Mediation Charter on the website https://www.mediation-assurance.org/la-charte-du-mediateur/

You can contact the mediator in any of the following ways:

Postal address:
La Médiation de l'Assurance
Pôle CSCA
TSA 50110
75441 Paris Cedex 09

Email:
le.mediateur@mediation-assurance.org

Website address:
www.mediation-assurance.org

Please note that this procedure is not open to professionals.

IV. Document retention

Documents relating to the subject of your complaint are kept for 5 years from the acknowledgement of receipt of your complaint.