Although we are committed to always satisfying our policyholders, and guaranteeing the best possible experience, we also think about our dissatisfied policyholders.

 

This is why we of course give you the possibility to file a complaint in the event of disagreement with one of our decisions concerning a claim, for example.

 

For this, we have defined 3 complaint channels so that we can receive all feedback and respond to you quickly. 

 

1️⃣ : Submit a complaint by email

In order for our quality department to be able to assist you, we invite you to send us an email to the following address: [email protected]with your insurance contract number. Your contact details and a reminder of the situation encountered.

 

We undertake to acknowledge receipt of your message by email within 10 working days. Within this same period and up to 20 additional days, you will receive a response from one of our advisers.

 

2️⃣: Registered mail

If you disagree with the answer given to you, you can contact our complaints service by registered mail at the following postal address:

 

Complaints Department

5 Rue Pleyel

93200 - Saint Denis

 

 

 

We undertake to acknowledge receipt of your mail by email upon receipt of it by our services within 10 working days. Within this same period and up to 20 additional days, you will receive a response from one of our advisers.

 

3️⃣: Enter the mediator

After 60 days, if a disagreement persists, you can appeal to the Insurance Mediator, external and totally independent organization. 

 

❗ As a reminder:

Without having first followed one of the two preceding steps, you could be refused entry to this organization which intervenes only as a last resort. 

``

? Some tips so that your complaint can be dealt with as quickly as possible:

  • Remember to remind us of your Lovys contract number

  • When it concerns a claim, your claim reference

  • A summary of the situation encountered with as much detail and facts as possible so that we can understand the situation 

If you encounter a problem of a general nature, concerning your contract, invoicing, or the life of your contract, we invite you to contact our services via our communication channels by telephone, live chat or email at the address [email protected].