Complaints handling process

In case of a complaint, you are initially invited to contact your usual RSA representative. If you still wish to make a complaint, you can do so in writing via our complaints department:

In writing to:

Service Réclamation
French branch of RSA Luxembourg S.A.
Tour Pacific
11-13 Cours Valmy
92277 Paris La Défense.

By telephone:

Tel: (+33) 0158 714 035

By email:

serviceclient.france@eu.rsagroup.com

RSA Luxembourg S.A. undertakes to acknowledge receipt of the complaint within a maximum of ten (10) working days from the date on which the complaint is sent.

We commit ourselves to provide an answer within a maximum of two (2) months from the date on which the first written expression of your dissatisfaction was sent.

In any event, you may refer, free of charge, your complaint to the Médiation de l’Assurance (Insurance Mediation) two (2) months after the first written complaint was sent, regardless of the person or department to whom it was sent and whether or not a response was received.

The complaint may be lodged:

• By email (by visiting: https://www.mediation-assurance.org/)
• Or by post to the following address:

La Médiation de l'Assurance
TSA 50 110
75441 Paris CEDEX 09.

Your request to the Médiation de l’Assurance must be made within one (1) year of your written complaint to the insurer.

The Mediator’s opinion is not binding, and you are free to take your case to the competent court.