COMPLAINTS MANAGEMENT PROCEDURE FOR PORTUGAL
1. INTRODUCTION AND SCOPE
1.1 INTRODUCTION
Utmost Luxembourg S.A., a life assurance company incorporated in Luxembourg and regulated by the Commissariat aux Assurances (CAA), is authorised to conduct life assurance business in Portugal and other European countries under freedom of services legislation.
Our aim is to act with due care, skill and diligence to ensure that all customers are treated fairly at all times. We listen carefully to customer feedback and, where complaints arise, we seek to handle them independently, promptly and efficiently. Utmost Luxembourg S.A. is dedicated to making a difference, building a better future for our customers and better serving all our stakeholders.
The purpose of this procedure is to provide complainants with information on how we handle complaints in Portugal.
1.2 DEFINITION
Complaint means an expression of grievance or dissatisfaction, whether oral or written, relating to:
the provision, or offer to provide, a product or service; or
the failure or refusal to provide a product or service.
A complainant may be the policyholder, insured person, beneficiary, legal heir(s), or a person duly authorised to represent any of the above.
2. HOW CAN YOU SUBMIT A COMPLAINT TO THE COMPANY?
Utmost Luxembourg S.A. is fully committed to providing the highest level of service to our customers. If, for any reason, you are dissatisfied with the service you have received, we will seek to fully investigate and resolve any complaints brought to our attention.
Complaints may be submitted:
- By post: Utmost Luxembourg S.A., 4, rue Lou Hemmer, L-1748 Luxembourg, Grand Duchy of Luxembourg
- By email: [email protected]
- By telephone or fax: Tel: +352 34 61 91 1
In addition, complaints may also be submitted through the electronic complaints book available on our company website.
To ensure that we handle your complaint as efficiently as possible, please provide the following information when submitting a complaint:
- Name of the complainant.
- Contact details of the complainant.
- The complainant’s relationship with Utmost Luxembourg S.A. (for example, policyholder, beneficiary, insured person, third party, etc.).
- Policy number (if applicable).
- A detailed description of the complaint, including the reason(s) for dissatisfaction and any additional information that may be relevant to Utmost Luxembourg S.A. in investigating the complaint.
3. WHAT HAPPENS WHEN YOU SUBMIT A COMPLAINT?
Your complaint will be handled efficiently and professionally by a senior member of the Customer Service department.
We will acknowledge receipt of your complaint within 1 business day and provide you with the name of the person responsible for handling your complaint.
We will endeavour to issue a final response to your complaint within 20 business days of receiving it.
Please note that failure to provide sufficient information in the initial complaint may result in a delay in the investigation and resolution of your complaint.
4. WHAT IF YOU ARE NOT SATISFIED WITH THE OUTCOME OF YOUR COMPLAINT?
If you are not satisfied with the outcome of your complaint, you have the right to refer it to the Consumer Ombudsman in Portugal, the Financial Services and Pensions Ombudsman in Luxembourg or the Portuguese Insurance and Pension Funds Supervisory Authority (ASF). In addition, if you are not satisfied with any of the amicable mechanisms available for resolving your complaint, you may also refer it to the Insurance Information, Mediation, Ombudsman and Arbitration Centre.
The contact details for each of these supervisory bodies are set out below.
Portuguese Consumer Ombudsman
Under applicable legislation, policyholders, insured persons, beneficiaries or affected third parties have the right, if they disagree with a position adopted by Utmost Luxembourg S.A. or are dissatisfied with the services provided by this entity, to submit a complaint to the Portuguese Consumer Ombudsman.
The Consumer Ombudsman has been appointed by Utmost Luxembourg S.A. on the basis of their recognised standing, professional qualifications, integrity and independence.
The intervention of the Consumer Ombudsman does not prejudice the complainant’s right to seek redress through the competent courts or through alternative out-of-court dispute resolution mechanisms. This includes, where applicable, any system established for the resolution of cross-border disputes.
A complaint will only be admissible for consideration by the Consumer Ombudsman if it has previously been submitted to Utmost Luxembourg S.A.. You may submit your complaint to the Consumer Ombudsman using the following contact details:
- Name: Mr. Tiago Caiado Guerreiro
- Address: Rua Castilho, 39, 15.º, 1250-068, Lisbon, Portugal
- Email: [email protected]
Upon receipt of a complaint, the Consumer Ombudsman will issue a written response within 30 business days or within 45 business days in cases of exceptional complexity.
The recommendations of the Consumer Ombudsman will be available on our company website.
If you are not satisfied with the outcome of the Consumer Ombudsman’s investigation, or if you prefer not to pursue this route, you may refer your complaint to the following bodies:
Autoridade de Supervisão de Seguros e Fundos de Pensões,
Address: Avenida da República, 76, 1600-205 Lisboa,
Commissariat aux Assurances
Address : 7, boulevard Joseph II, L-1840 Luxembourg,
https://www.caa.lu/fr/accueil.
Association des Compagnies d’Assurances (Service Médiation) at
Address : 12, rue Erasme, L -1468 Luxembourg,
https://www.aca.lu/fr/mediateur-assurance