Relevant Information for Customers
Relevant Information for the Customer
Policyholders, insured parties, beneficiaries or injured third parties under insurance contracts, as well as members, contributors, participants and beneficiaries of pension funds, may submit complaints to Real Vida Seguros, which will handle them in accordance with the terms set out in the Complaints Management Regulation.
Definition of a Complaint
What is a complaint
Under Regulatory Standard no. 07/2022-R of 7 June, issued by the Insurance and Pension Funds Supervisory Authority, a complaint is understood to mean an expression of disagreement with a position taken by an insurance company or managing entity, or of dissatisfaction with the services provided by them, as well as any allegation of possible non-compliance, submitted by clients.
What is not a complaint
The concept of a complaint does not include statements forming part of the contractual negotiation process, requests for the fulfilment of legal or contractual obligations, communications relating to the claims settlement process or to the payment of benefits, or any requests for information or clarification.
What is a complaint
Under Regulatory Standard no. 07/2022-R of 7 June, issued by the Insurance and Pension Funds Supervisory Authority, a complaint is understood to mean an expression of disagreement with a position taken by an insurance company or managing entity, or of dissatisfaction with the services provided by them, as well as any allegation of possible non-compliance, submitted by clients.
What is not a complaint
The concept of a complaint does not include statements forming part of the contractual negotiation process, requests for the fulfilment of legal or contractual obligations, communications relating to the claims settlement process or to the payment of benefits, or any requests for information or clarification.