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Making a complaint

Striving to offer the best possible quality of service is our top priority. However, if you are not satisfied with the service you receive or encounter a problem, you have a range of options.

Where should I send my complaint?

First instance: send your request to our Client Services department

By post:
Cardif Lux Vie
Client Services
BP 691 – L-2016 Luxembourg

By e-mail:
reclamation@cardifluxvie.lu

Please remember to include your contact details (name and address) as well as full reference details for your

insurance policy (policy name and number).

You will receive confirmation that your complaint is being processed within 8 days of receipt. If research is requi- red, you will receive a final response within a maximum period of 1 month.

Second instance: contact the complaints department

If you are not satisfied with the response received, you may contact the Complaints Department at the following address:

Cardif Lux Vie
Cellule Réclamations
BP 691 – L-2016 Luxembourg

If you are still not satisfied:

You may contact the Insurance Ombudsman at the ACA* by post:

ACA – Service Médiation 
12 rue Erasme
L -1468 Luxembourg

Or contact the Commissariat aux Assurances :

11 rue Robert Stumper
L -2557 Luxembourg

* Association of Insurance and Reinsurance Company.

The CAA plays a key role in the handling of requests for the out-of-court resolution of disputes. The autho- rity’s staff responsible for dealing with these requests have the requisite knowledge and skill, as well as an overall understanding of the law. Your request to the CAA, which can be made free of charge, may be submitted in Luxembourgish, German, French or English.

The submission and the processing of complaints are always free of charge.