At Swiss Life, we are committed to offering the highest level of service to our clients. We take all complaints seriously and follow the procedure to make sure we handle each matter in the most appropriate way.

We are sorry if we have not met your expectations. If you feel that your rights have not been recognised, or there is any harm to redress, you can raise the issue with us by following our complaints procedure. 

At Swiss Life, we are committed to offering the highest level of service to our clients. We take all complaints seriously and follow the procedure to make sure we handle each matter in the most appropriate way. 

How to make a complaint to Swiss Life

If you would like to make a complaint, please write to us. You can send your complaint by using our form on this website, directly via email to complaints@swisslife.com, or post it to the following address:

Swiss Life (Luxembourg) S.A.
Vertigo Naos Building
6 rue Eugène Ruppert
L-2453 Luxembourg 

When you can expect to hear from us

Once we receive your complaint, we will confirm receipt within 10 working days, unless we have already resolved the matter within that time.

We aim to resolve your complaint as quickly as possible and will always respond within at least 30 days from the day we receive it. If we need more time to fully investigate the matter, we will contact you to explain the reason for the delay and provide you with an expected response date.

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Contact us

If you would like to make a complaint, please write to us.

Our Executive Committee will investigate any escalated complaints. You can send your letter to the same address as above but addressed to either:

  • Head of Global Private Wealth
  • Head of Global Employee Benefits

Please choose the department that is most relevant to the complaint.

The Commissariat aux Assurances (CAA), supervisory authority for the insurance sector in the Grand Duchy of Luxembourg, seeks to resolve complaints without involving the courts. Although any agreement reached will not be legally binding, the mediation-style procedure offers a free, impartial, fair, transparent and efficient way to reach a resolution, overseen by the CAA.

You can ask the CAA to help resolve your complaint by completing a written form. The form is available online at the following link, where you will also find more information about the process:

https://www.caa.lu/fr/consommateurs/resolution-extrajudiciaire-des-litiges

Before contacting the CAA, you should check that your request meets the guidelines for the insurance sector outlined in this document:

https://www.caa.lu/uploads/documents/files/RCAA_19-03_REL_EN.pdf

The European Commission has approved a number of alternative dispute resolution routes to ensure fairness, efficiency and accessibility. Each body has its own rules and procedures. You can find a list of the bodies on the following website:

https://ec.europa.eu/consumers/odr/main/?event=main.adr.show

In some EU Member States, the law requires insurance companies to appoint a dispute resolution body, i.e. a Consumer Ombudsman. You can file a complaint through one of these organisations if you do not feel that we have given you a satisfactory response.

Currently, Swiss Life has a Consumer Ombudsman in the following jurisdictions:

Belgium
Ombudsman des Assurances
Square de Meeûs 35
1000 Bruxelles 
T: +32 (0) 2 547 58 71
info@ombudsman.as      

Portugal
Prof. Maria Inês Martins
Rua Duque da Terceira
n° 266-4.°4000-534
Porto (Portugal)
mariaines.vomartins@gmail.com