Complaints

Procedure for treatment of complaints

Service concerned Carré Neige Department
Object TREATMENT OF COMPLAINTS pursuant to ACPR's recommendation circular (2011-R-5 of 15/12/2011)
Complaint 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 reply that you receive, you can send a letter to the MUTUAIDE ASSISTANCE «INSURANCE DEPARTMENT» – TSA 20296 - 94368 BRY-SUR-MARNE CEDEX - FRANCE.
MUTUAIDE ASSISTANCE undertakes to acknowledge receipt of your letter within a period of 10 business days. Your complaint will be dealt with within a period of two months at most.

2/ TO THE COMPANY MUTUAIDE 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).

If you are not satisfied with the answer that you receive, you may send a letter to: MUTUAIDE ASSISTANCE «CUSTOMER QUALITY DEPARTMENT» –8/14 AVENUE DES FRERES LUMIERE - 94368 BRY-SUR-MARNE CEDEX - FRANCE.
MUTUAIDE ASSISTANCE undertakes to acknowledge receipt of your letter within a period of 10 business days. Your complaint will be dealt with within a period of two months at most.

3/ TO GROUPAMA PROTECTION JURIDIQUE

IN THE EVENT OF A DISAGREEMENT OR DISSATISFACTION REGARDING THE EXECUTING OF THE POLICY CONCERNING THE GUARANTIE LEGAL DEFENCE AND RECOURSE COVER.

  • By postal mail to:
    GROUPAMA PROTECTION JURIDIQUE
    « QUALITY DEPARTMENT »
    14/16 Rue de la République
    92800 PUTEAUX
    FRANCE

GBC MONTAGNE, MUTUAIDE ASSISTANCE and GROUPAMA PROTECTION JURIDIQUE 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
TSA 50110
75441 Paris Cedex 09
FRANCE

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
France

Waiver

Document of information for the exercise of the planned right of renunciation for the article L.112-10 of the code of the insurances.

You are invited to verify that you are not already covered by any policy covering one of the guaranteed risks by the « Carré Neige », « Carré Neige Intégral », « Carré Neige Nordique » or « Carré Neige Saison » policy (depending of the product concerned). If that is the case, you will benefit from the right to withdraw from this policy for a period of fourteen (calendar) days as from signing it, free of any charges or penalties, so all the following conditions are met:

  • You signed this contract to non-professional purposes;
  • This contract comes as a supplement to the purchase of a good or a service sold by a supplier;
  • You justify that you are already covered for one of the guaranteed risks by this new contract;
  • The contract which you wish to give up is not entirely executed;
  • You have not declared any claim guaranteed by this contract.

In this situation, you can exercise your right to give up this contract by sending the « Form of renunciation of the insurance contract in case of multi insurance » accompanied with a document justifying that you already benefit from a guarantee for one of the guaranteed risks by the new contract to GBC MONTAGNE by postal mail at the following address: GBC MONTAGNE – « Carré Neige » Department - B.P.19 - 73704 Bourg Saint-Maurice Cedex FRANCE.

The insurer has to pay you off the paid premium, within thirty days as from your renunciation.

If you wish to give up your contract but if you do not satisfy all the conditions above, verify the modalities of renunciation planned in your contract.

WAIVER FORM TO DOWNLOAD