LEGAL INFORMATION
Complaints & mediation
How to make a complaint and, if necessary, refer the matter to the insurance ombudsman.
1. Making a complaint
A complaint is a statement in which you express dissatisfaction with us. A request for information, advice, clarification or a service does not constitute a complaint.
Any complaint may be sent to Étude et Réalisation d’Assurances by post, by email or by telephone:
ÉTUDE ET RÉALISATION D’ASSURANCES
27 Avenue de l’Opéra, 75001 Paris, France
To help us deal with your complaint, please provide your contact details, the reference of the file or policy concerned, the precise subject of your complaint and, where relevant, any supporting documents.
2. How your complaint is handled
Your complaint is recorded on receipt and then examined by authorised staff. You will receive an acknowledgement of receipt, followed by a written and reasoned reply.
Handling complaints is free of charge. It does not affect your ability to pursue any other remedies available to you.
3. Referring the matter to the insurance ombudsman
If the reply given does not satisfy you, or if no reply is received within the applicable time limit, you may refer the matter free of charge to the French insurance ombudsman, provided that the conditions for doing so are met and that no court proceedings have been brought in respect of the same dispute.
La Médiation de l’Assurance
TSA 50110
75441 Paris Cedex 09
France
La Médiation de l’Assurance website
Ombudsman referral form
The ombudsman’s opinion is not binding on the parties. You remain free to bring the matter before the competent courts.
4. Supervisory authority
The insurance intermediation activity of Étude et Réalisation d’Assurances is supervised by the Autorité de contrôle prudentiel et de résolution (ACPR). The ACPR does not intervene in the settlement of individual disputes between a firm and its clients.
Autorité de contrôle prudentiel et de résolution — ACPR
4 place de Budapest
CS 92459
75436 Paris Cedex 09
France
Official ACPR website