Costumer services

Customer services is the department responsible for attending to and resolving complaints by the Company's clients relating to their legally recognised interests and rights.

In compliance with current legislation, the Company is required to attend to and resolve complaints within two months of their presentation before this service.

In the event of disagreement over the decision taken by Customer Services or of failure to comply with the duty of resolution within the period stipulated, you have the right to resort to the Complaints Service of the General Directorate of Insurance and Pension Schemes, which is based in 28046 Madrid, Paseo de la Castellana, 44, To lodge a complaint with this Complaints Service, you must first have completed the Customer Services complaints procedure.

The work of the Customer Services Department is regulated under the Rules approved by the Company's Ruling Bodies, which also establish the procedures for submitting and processing complaints. A copy of these Rules is available for you in our offices and can also be downloaded here.

The offices of the Customer Services Department are located at the headquarters of ASSISTÈNCIA SANITÀRIA COL·LEGIAL, SA D'ASSEGURANCES, Avinguda Josep Tarradellas, 123-127, ground floor, 08029 Barcelona,

The regulations regarding transparency and protection of clients' rights are covered in the following legislation:

  • Law 44/2002, of 22 November, on Measures to Reform the Financial System.
  • Royal Decree 303/2004, of 20 February, approving the Regulations of the Committees for the Defence of Financial Services Clients.
  • Order ECO/734/2004, of 11 March, on Customer Services Departments and the Financial Institutions Clients' Ombudsman.
  • Law 50/1980, of 8 October, on Insurance Contracts.
  • Royal Legislative Decree 6/2004, of 29 October, approving the consolidated text of the Law on the Regulation and Supervision of Private Insurance Companies.
  • Royal Legislative Decree 1/2007, of 16 November, approving the consolidated text of the General Law on the Defence of Consumers and End-Users.