Legal information.

Relevant information for the client.

1. Relevant information for the client.

Policyholders, insured parties, beneficiaries, or affected third parties may file complaints regarding services provided by AZUAGA SEGUROS at no cost or charge

A. Filing Complaints with AZUAGA SEGUROS

The autonomous function responsible for managing complaints at AZUAGA SEGUROS is carried out through the Complaints Management Center (CMC).

If you wish to file a complaint directly with AZUAGA SEGUROS, you may use the following means:

I. Complaints Management Center

II. Fill out the Complaints Book, available at the headquarters of AZUAGA SEGUROS and at customer service points, or by accessing the “electronic complaints book” through the link:

https://www.livroreclamacoes.pt/Inicio/

  • Minimum requirements for a communication to be considered a complaint:

a) Submission in writing or by any other means that provides a durable record;

b) Full name of the complainant and, if applicable, the person representing them;

c) Status of the complainant/representative, i.e., policyholder, insured, beneficiary, or affected third party;

d) Contact details of the complainant and, if applicable, of the person representing them;

e) Identification number of the applicant;

f) Description of the events that motivated the complaint, with identification of the parties involved and the date the events occurred, unless manifestly impossible;

g) Date and place of the complaint.

AZUAGA SEGUROS will confirm receipt of the complaint within 5 business days, sending a response within 20 business days of its receipt, or within 30 business days in cases of special complexity, provided the complaint meets the minimum requirements listed.

For more information, you can consult the Complaints Management System Regulations available at https://www.azuagaseguros.com/documentacion-corporativa/

B – Complaints Directed to the Customer Ombudsman

Complaints addressed to AZUAGA SEGUROS that have not received a response within a maximum of 20 business days, or in particularly complex cases, within 30 business days, or when the complainant disagrees with the outcome of the complaint, may be directed to the Customer Ombudsman.

  • Identification of the Customer Ombudsman of AZUAGA SEGUROS:

Dra. PAULA PADREL DE OLIVEIRA

Address: av. ª da República, nº 6 – 4ª Izquierda, 1050-191 Lisboa

Email: ppo@vpsm.eu

  • Minimum requirements for filing a complaint with the Customer Ombudsman of AZUAGA SEGUROS:

a) Name and surname of the complainant and, if applicable, the person representing them;

b) Status of the complainant/representative, i.e., policyholder, insured, beneficiary, or affected third party;

c) Contact details of the complainant and, if applicable, of the person representing them;

d) Identification number of the applicant;

e) Identification of AZUAGA SEGUROS S.A. as the entity being complained about;

f) Description of the events that motivated the complaint, with identification of the parties involved and the date the events occurred, unless manifestly impossible;

g) Date and place of the complaint.

For more information, you can consult the Complaints Management System Regulations available at https://www.azuagaseguros.com/documentacion-corporativa/

C – Complaints Directed to the Insurance and Pension Funds Supervisory Authority (ASF)

Complaints that have been previously submitted to AZUAGA SEGUROS and have not received a response within a maximum of 20 business days from the date of receipt (which may be extended to 30 days in more complex cases), or when the complainant disagrees with the response and are not pending resolution at other instances, may be presented to the ASF.

  • Means to file a complaint:

Complaints can preferably be submitted by completing the form available on the Consumer Portal – https://www.asf.com.pt/isp/PortalConsumidor/Reclamacoes – and must be accompanied by the following information:

a) Full name and contact details of the complainant and, if applicable, of the person representing them;

b) Identification number of the applicant;

c) Power of attorney granted by the complainant to their representative, if applicable;

d) Identification of the denounced entity;

e) Description of the events;

f) Copy of the complaint filed with the denounced entity and proof of the date of its submission;

g) Response from the denounced entity, if applicable, and

h) Where appropriate, the policy or contract number, the complaint file number, and the claim file number assigned by the entity may also be indicated.

Alternatively, complaints can also be sent by postal mail to:

Insurance and Pension Funds Supervisory Authority

AV. da República, 76, 1600-205 Lisboa

D – Recourse to Judicial and Extrajudicial Dispute Resolution Mechanisms

The submission of complaints directly to AZUAGA SEGUROS, the Customer Ombudsman and the ASF does not exclude the possibility of resorting to the courts or to out-of-court dispute resolution mechanisms, including those relating to cross-border disputes, which allow them to be resolved more quickly and at a lower cost to consumers, in accordance with the provisions of Law No 144/2015, of 8 September, and additional information can be found on the Consumer Portal – Alternative Consumer Dispute Resolution Entities (consumidor.gov.pt).

  • Azuaga Seguros is a member of the Insurance Information, Mediation, and Arbitration Center (CIMPAS), on whose website, https://www.cimpas.pt/pt, more detailed information about its operation can be found, and whose contacts are:

Address: av. Fontes Pereira de Melo nº11, 9th Left, 1050 – 115 Lisboa

Phone: 213 827 700

Email: geral@cimpas.pt

E – European Online Dispute Resolution Platform

For situations arising from contracting exclusively online/via the Internet, in accordance with Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013, there is also the possibility of using the European Online Dispute Resolution Platform. https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=ES

2. Customer Service Policy

Azuaga Seguros maintains, in legal and regulatory terms, a Treatment Policy available for consultation at https://www.azuagaseguros.com/documentacion-corporativa/.

3. Code of Conduct

Azuaga Seguros maintains, in legal and regulatory terms, a Code of Conduct, according to which its principles regulate its actions and which is available for consultation at https://www.azuagaseguros.com/documentacion-corporativa/