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 a procedure to make sure we handle each matter in the most appropriate way. 

 
 

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

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 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.

If you are not satisfied with our response, you can escalate the matter in one of three ways:

1. Escalation through Swiss Life
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.

2. Out-of-court resolution 
The Commissariat aux Assurances (CAA), the Luxembourg insurance regulator, 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/uploads/documents/files/DRER_EN.pdf

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

3. Alternative dispute resolution bodies
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
Please contact the Ombudsman using the details below:  

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

Portugal
Please contact the Ombudsman using the details below: 

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