Complaints Submission

Ways to submit your complaint

If you want to address a complaint, you can use one of the following ways:

  1. Email at complaints@ca-life.gr with the subject "Complaint"
  2. Fill in the following form here
  3. Post: to Crédit Agricole Life, at Filellinon 25, 105 57 Athens with the indication «To Customer Service»

The handling of customers’ inquiries and more significantly the complaints management is a very important aspect for the evaluation of Crédit Agricole Life quality level. Crédit Agricole Life makes its best efforts to cater to the client’s 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’ needs and requests.

In line with our group’s 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, Crédit Agricole Life has developed the procedure described herewith, which is followed with due diligence.

The definition used for a complaint is the following:

“Complaint means a statement of dissatisfaction addressed to Crédit 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."
”The definition used for a complainant is the following: “Complainant means a person who is presumed to be eligible to have a complaint considered by Crédit Agricole Life and has already lodged a complaint, e.g. policyholder, insured person, beneficiary.”

The procedure to be followed depends on the classification for each case. Irrespective to the severity of the complaint Crédit Agricole Life provides the following:

  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 Crédit Agricole Life is committed to comply with.
  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, Crédit Agricole Life notifies the claimant for the possible delay with a justified response.
  3. Whether the complaint is resolved positively or not, Crédit 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:
    • the General Directorate of Market and Consumer Protection. For further information, visit the website https://kataggelies.mindev.gov.gr.
    • The Consumer Ombudsman. For more information, visit the website www.synigoroskatanaloti.gr. It is noted that this Authority does not handle cases submitted more than 3 months from the date on which the complainant became fully aware of the act or omission detrimental to him that constitutes the consumer dispute, and
    • the Bank of Greece (as supervisory authority for the insurance companies). For further information, visit the website www.bankofgreece.gr.
  4. At any time during the settlement, or Crédit Agricole Life’s response, the claimant also has the right to be informed about any data or document used for the analysis of his/her case and the response of Crédit Agricole Life.

Crédit Agricole Life informs all clients that the activation of this process or the report to the relevant authorities does not affect the limitation of the client’s legal rights.

For any information related to the course or Crédit Agricole Life’s response to a case the claimant can refer to the Help Desk of Crédit Agricole Life
To the attention of: Mr. Eftychios Nikolaou.