Complaint

What is a complaint?

A complaint is an expression of dissatisfaction towards a professional, regardless of the recipient. It can come from any individual, even in the absence of a contractual relationship with the professional: clients (individuals or businesses), former clients, beneficiaries, individuals who requested a product or service from the professional or were contacted by a professional, including their representatives and beneficiaries. A request for service, performance, information, or advice is not a complaint.

How can I file a complaint?

You can send us your complaint by choosing one of the following methods:

1. By Email, by sending a message to: reclamation@tca-assurances.com
2. By post, at the following address:
   TCA ASSURANCES
   1 rue Eugène Desteuque – BP 2508
   51070 REIMS Cedex
3. By phone, by contacting our customer service at (03.23.27.77.77)

If your issue cannot be resolved immediately during your phone call with our customer service, we encourage you to submit your complaint in writing (via email or post as described above). You will receive a written response to your complaint within 10 business days, or an acknowledgment of receipt within the same timeframe if the matter requires a more thorough review. TCA ASSURANCES is committed to responding within 2 months. However, if your dispute remains unresolved or if no response is provided, you may refer your case to the appropriate mediator without delay.

How can I refer my case to the mediator?

The appropriate mediator is the French Insurance Mediation Service. You can refer a dispute involving GASANMAMO INSURANCE LTD (insurance company) and/or TCA ASSURANCES (insurance intermediary) to the mediator:

1. By post, at the following address:
   La Médiation de l’Assurance
   TSA 50110
   75441 Paris Cedex 09
2. By email, by sending a message to: le.mediateur@mediation-assurance.org
3. Using the dedicated online form: https: //formulaire.mediation-assurance.org/