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 online form below, directly via email to the respective e-mail address listed below or by post to the following office address
For Liechtenstein:
Swiss Life (Liechtenstein) AG
Industriestrasse 56
LI-9491 Ruggell
Principality of Liechtenstein
complaints.liechtenstein@swisslife.com
For Luxembourg:
Swiss Life (Luxembourg) SA
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 all escalated complaints. You can send your letter to the same address as above.
2. Out-of-court resolution
The Financial Market Authority Liechtenstein (FMA), as well as the Liechtenstein Insurance Supervisory Authority, attempt to resolve complaints without resorting to the courts.
Complaints must be submitted in writing by e-mail to info@fma-li.li or by post to the following address:
Financial Market Authority Liechtenstein
Landstraße 109
PO Box 279
9490 Vaduz
Principality of Liechtenstein.
The complaint should contain the following information:
- Regarding the person lodging the complaint:
- First name and surname;
- Contact information (address, telephone number, e-mail address). - Concerning the persons involved:
- Name and surname or company name of the supervised financial intermediary or other person or organisation
- Address;
- Nature of the relationship (customer, interested person, etc.). - As regards the content (What is the complaint about?)
- Description of the facts of the case;
- Reason for the complaint;
- Various supporting documents (correspondence, account and deposit statements, contracts, investor profile, product information, promotional material, etc.). Note: copies, not originals.
- Date and signature
3. Conciliation Board of Liechtenstein
Mitteldorf 1
PO Box 343
FL-9490 Vaduz
Principality of Liechtenstein
F : + 423 238 10 31
E : info@schlichtungsstelle.li
Further information on the procedure before the conciliation body can be found on the following website http://www.schlichtungsstelle.li/Anfragen.html
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