{"id":6735,"date":"2025-07-23T16:16:51","date_gmt":"2025-07-23T13:16:51","guid":{"rendered":"https:\/\/ca-life.othonas.aboutdev.gr\/?page_id=6735"},"modified":"2025-12-10T14:25:38","modified_gmt":"2025-12-10T12:25:38","slug":"ypovoli-paraponon","status":"publish","type":"page","link":"https:\/\/ca-life.gr\/en\/ypovoli-paraponon\/","title":{"rendered":"Complaints Submission"},"content":{"rendered":"
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Complaints Submission<\/h1>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t
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Ways to submit your complaint <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/i><\/span>\n\t\t\t<\/i><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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If you want to address a complaint, you can use one of the following ways:<\/p>

  1. Email at complaints@ca-life.gr<\/a> with the subject \"Complaint\"<\/li>
  2. Fill in the following form here<\/a><\/li>
  3. Post: to Cr\u00e9dit Agricole Life, at Filellinon 25, 105 57 Athens<\/a> with the indication \u00abTo Customer Service\u00bb<\/strong><\/li><\/ol>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t
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    Handling Customer's Inquiries <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/i><\/span>\n\t\t\t<\/i><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    The handling of customers\u2019 inquiries and more significantly the complaints management is a very important aspect for the evaluation of Cr\u00e9dit Agricole Life quality level. Cr\u00e9dit Agricole Life makes its best efforts to cater to the client\u2019s requirements, however, if this is not achieved, it has set up a process to respond to every complaint rapidly and in the most effective way, in order to ensure a fair and equal response to the clients\u2019 needs and requests.<\/p>

    In line with our group\u2019s general guidelines for the way of handling such cases, as well as the local legal requirements as provided by Decision 88\/05.04.2016 of the Bank of Greece, Cr\u00e9dit Agricole Life has developed the procedure described herewith, which is followed with due diligence.<\/p>

    The definition used for a complaint is the following:<\/p>

    \u201cComplaint means a statement of dissatisfaction addressed to Cr\u00e9dit Agricole Life by a person relating to the insurance contract or service he\/she has been provided with. The notion of complaints shall not include claims or simple requests for execution of the contract, information or clarification.\"
    \u201dThe definition used for a complainant is the following: \u201cComplainant means a person who is presumed to be eligible to have a complaint considered by Cr\u00e9dit Agricole Life and has already lodged a complaint, e.g. policyholder, insured person, beneficiary.\u201d<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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    Complaints handling procedure <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/i><\/span>\n\t\t\t<\/i><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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    The procedure to be followed depends on the classification for each case. Irrespective to the severity of the complaint Cr\u00e9dit Agricole Life provides the following:<\/p>

    1. Sends without delay (and no later than 10 days from the date of receipt of the complaint), a letter of acknowledgement to the claimant about the receipt of the complaint and the expected dead-line for the response that Cr\u00e9dit Agricole Life is committed to comply with.<\/li>
    2. The deadline cannot be more than 50 calendar days from the receipt of the complaint. In case this cannot be ensured due to the complexity of the case handled, Cr\u00e9dit Agricole Life notifies the claimant for the possible delay with a justified response.<\/li>
    3. Whether the complaint is resolved positively or not, Cr\u00e9dit Agricole Life notifies the claimant about the possibilities for recourse of the complaint to the relevant authorities which can be used for out of court resolution, namely: