Customer Service

If you wish to file a complaint or claim please note that you must follow these steps:

1. Go to our offices. Our staff will try to help you solve your problem.
2. If we have not satisfied your demands, please write to our Customer Service (Inade, Instituto Atlántico del Seguro). This service has the obligation to resolve complaints or claims within a maximum period of one month in case you are considered a "consumer" and two months in the rest of cases.
3. In case of disagreement with the result of the pronouncement of our Service, or if after two months since you have submitted your complaint or claim, your request has not been resolved, you should contact the Claims Service of the General Directorate of Insurance and Pension Funds.

Claims Services

FINANCIAL SERVICES TRANSPARENCY AND CUSTOMER PROTECTION REGULATIONS

• Law 44/2002, of 22 November, on measures to reform the financial system.
• Order ECO/734/2004 of 11 March, on the departments and services of attention to the client and the defender of the financial entities.
• Order ECC/2502/2012, of 16 November, by which regulates the procedure of presentation of claims before the services of claims of the Bank of Spain, the National Commission of the Market of Values and the General Direction of Insurances and Funds of Pensions.
• Royal Decree-Law 3/2020, of 4 February, on urgent measures incorporating into Spanish law various European Union directives in the field of public procurement in certain sectors; private insurance; pension plans and funds; in the field of taxation and tax litigation.
• Law 7/2017, of 2 November, which incorporates into the Spanish legal system Directive 2013/11/EU, of the European Parliament and of the Council, of 21 May 2013, on the alternative resolution of consumer disputes.

It has a Professional Civil Liability policy and has financial capacity in accordance with current legislation

You can DOWNLOAD HERE the regulations of the operation of this service

You can  DOWNLOAD HERE the form for the presentation of complaints and claims