General information on complaints management at Corbroker - Corretores de Seguros, S.A.

General concepts

  1. Policyholders, insured persons, beneficiaries or injured third parties may submit complaints to Corbroker - Corretores de Seguros, S.A., hereinafter Corbroker, under the terms set out below. Complaints Management Policy;
  2. Under the terms of the laws and regulations in force, a complaint is any expression of disagreement with the position taken or of dissatisfaction with the services provided by the company, as well as any allegation of possible non-compliance, presented by policyholders, insured persons, beneficiaries or injured third parties.

Claims that are part of the contract negotiation process, communications inherent to the claims settlement process and any requests for information or clarification are not considered complaints.

Complaints addressed to Corbroker (*)

  1. How to complain
    a) By e-mailto the e-mail address reclamacao@corbroker.pt;
    b) By letter, addressed to:

    Ana Clara Gouveia
    Av. 5 de Outubro 17, 2º
    1050-047 Lisbon

    c) By fax, for the number 213245149;
    d) By filling in complaint sheet from the relevant book, available at all Corbroker branches;
    e) Complaints can also be submitted to "electronic complaints book"using the link: www.livroreclamacoes.pt

Electronic Complaints Book
  1. Minimum claim requirements
    a) Written presentation;
    b) Full name of the complainant and, if applicable, the person representing them;
    c) Quality of the claimant, namely the policyholder, insured person, beneficiary or injured third party or the person representing them;
    d) Contact details of the complainant and, if applicable, the person representing them;
    e) Number of the claimant's identification document;
    f) A description of the facts that gave rise to the complaint, identifying those involved and the date on which the facts occurred, unless this is manifestly impossible;
    g) Date and place of the complaint.
  1. The complaint, which will be acknowledged within 10 days, will receive a written response within a maximum of 20 days from receipt of the complaint, complying with the minimum requirements indicated in the previous point. This response period may be extended to 30 days in particularly complex cases.

Other organisations to which complaints can be addressed

Insurance and Pension Funds Supervisory Authority (ASF)

Avenida da República, 76
1600-205 Lisbon

* Corbroker reserves the right not to admit the complaint, under the terms of the regulations in force, whenever:

(i) Essential data is omitted that makes the respective management unfeasible and has not been duly corrected;

(ii) If you intend to submit a claim regarding a matter that falls within the competence of arbitration or judicial bodies or when the matter that is the subject of the claim has already been resolved by those bodies;

(iii) The complaint reiterates a previous complaint submitted by the same complainant in relation to the same matter and which has already been answered, unless it contains new facts;

(iv) The complaint has not been submitted in good faith or its content is categorised as vexatious.