The Médiateur en Assurances (Insurance Ombudsman)
In the first instance, you can address your complaint to the Luxembourg insurance ombudsman, or Médiateur en Assurances. The contact details for the ombudsman are as follows:
Médiateur en Assurances
Association des Compagnies d’Assurances et de Réassurances (ACA)
12, rue Erasme, L-1468 Luxembourg
+352 442 1441
+352 44 02 89
The Luxembourg insurance ombudsman acts independently of Globality Health and provides, free of charge, a mediation service for unresolved problems between insurance companies and their clients. All parties involved in a dispute are dealt with by the ombudsman in a fair and impartial manner, with all dealings kept in confidence.
Further information for the Médiateur en Assurances, with details on how to submit a dispute for resolution, can be found through this link (in French): http://www.aca.lu/activites/conventioncollective/. If you require any information from us in order to submit a dispute, please let us know and we shall be happy to support you.
The Commissariat aux Assurances (CAA)
You may alternatively contact the Commissariat Aux Assurances (CAA). The CAA is the official monitoring body of the insurance sector in Luxembourg and is thus Globality Health’s regulator.
If we have been unable to resolve your complaint, you may contact the CAA with details of the dispute. The CAA will contact us and ask us to explain our decision. If they decide that we have broken any legal provisions of the relevant insurance or financial services laws as they apply in Luxembourg, they may instruct us to change our decision regarding your complaint. You may contact the CAA at:
Commissariat aux Assurances (CAA)
7, boulevard Joseph II, L-1840 Luxembourg
+352 226 9111
+352 22 69 10 or +352 22 69 11 444
You may find further information for the CAA through this link (in French): www.commassu.lu.
Please note: the filing of a complaint with the Médiateur en Assurances does not affect your right to initiate legal action before the competent courts of law. In such an instance, you may be responsible for your own expenses in relation to the legal proceedings (e.g. lawyer or expert’s fees). Your General Conditions of Insurance (GCIs) will specify the competent court for any dispute arising from your insurance contract. Should there be a civil law problem, only the courts are competent to hear the case according to Article 84 of the Luxembourg Constitution.