Procedure for treatment of complaints
Carré Neige Department
TREATMENT OF COMPLAINTS pursuant to ACPR's recommendation circular (2011-R-5 of 15/12/2011)
The complaint concerns individual persons, it can be submitted by postal mail, by email or by phone following the procedure below.
The broker aims to permanently provide you with a quality service.
If, however, you encounter difficulties with the service delivered and wish to submit a complaint, you can send a letter of complaint :
1/ TO THE BROKER GBC MONTAGNE
IN THE EVENT OF A DISAGREEMENT OR DISSATISFACTION REGARDING THE EXECUTING OF THE POLICY CONCERNING THE ASSURANCE COVER (please refer to the detail of guarantees per product in OUR OFFERS).
If you are not satisfied with the answer that you receive, you may send a letter to: SOGESSUR RECLAMATIONS CLIENTS - TSA 91102 - 92894 Nanterre Cedex 9 - FRANCE.
2/ TO THE COMPANY EUROP ASSISTANCE
IN THE EVENT OF A DISAGREEMENT OR DISSATISFACTION REGARDING THE EXECUTING OF THE POLICY CONCERNING THE ASSISTANCE COVER (please refer to the detail of guarantees per product in OUR OFFERS).
By post to the following address: EUROP ASSISTANCE - SERVICE RÉCLAMATIONS CLIENTS - 1 promenade de la Bonnette - 92633 Gennevilliers cedex - FRANCE
GBC MONTAGNE, SOGESSUR and EUROP ASSISTANCE undertakes to acknowledge receipt of your letter within a period of 10 business days and to deal with your claim within a period of two months at most.
For all the guarantees, if the disagreement persists, the complainant may use the Mediation of the Insurance by postal mail provided that no judicial action has been committed:
LA MEDIATION DE L’ASSURANCE
75441 Paris Cedex 09
ADMINISTRATIVE AUTHORITY RESPONSIBLE FOR OVERSIGHT IS :
The French Prudential and Resolution Authority - ACPR
4, place de Budapest
CS 92 459
75 436 Paris Cedex 9