COMPLAINTS

Our aim is to always provide you with a high-quality service, although we do appreciate that there may be instances where you may feel it is necessary to lodge a complaint.

Without prejudice to your right to take legal action, if you have any problems or questions, your first point of contact is always your advisor. If you have a complaint, contact him and he will do everything possible to find a solution.

If you are not satisfied by the solution proposed by your advisor, contact atHome Assurance via support@athomeassurance.lu or send a written complaint to:atHome Assurance
To the attention of : Direction agréé
25, route d'Esch
L-1470 Luxembourg

To ensure that your complaint contains all necessary elements and can be treated as fast as possible, we suggest that you submit the following information:

First and last name, address
Telephone number
Insurance company involved
Client or policy number
Reason for the complaint

How will we threat your complaint?

We will send a written acknowledgement for every complaint received that requires more than 3 day to be treated. We will treat your complaint and will strive to you within a month. You will receive a written explanation and the results of our analysis as well as a proposal for a solution.

If no solution has been found you can contact the Commissariat aux Assurances, authority authorised to receive and examine complaints from consumers in accordance with Article 2, (1), litera g, of the Act of 7 December 2015 on the insurance sector:

Commissariat aux Assurances

caa@caa.lu

The complaints handling arrangements above are without prejudice to your right to start judicial proceedings.