Contact others

• Dial the phone number 0 800 810 812 (7/7 and 24/24h), from abroad: +33 1 41 85 97 97. 
• For a litigation (legal protection contract): dial the phone number 0 800 813 810 from 8.30am to 7.00pm, from Monday to Friday and Saturday from 9.00am to 4.00pm, from abroad: +33 2 35 59 42 78.

1 – How to report a difficulty, unsatisfaction or disagreement

Your complaint related to the application or interpretation of your insurance contract¹ is handled by our experienced and trained employees on the processing of complaints.

¹ Complaints about the marketing of your contract should be made to the insurance intermediary who distributed the contract to you

Any medical complaint must be submitted to the insurer’s Medical Advisor in an envelope marked “confidential – medical secret”.

If you want to discuss with your privileged interlocutors about your dissatisfaction, you can contact:

• Your banking advisor who is your daily contact, he is at your disposal to meet your expectations and provide you with solutions adapted to your requirements. He is the privileged interlocutor you can contact in case of a complaint related to your insurance contract. You will find his details on your bank account statement. He will do his utmost to reach an agreement.
• the Management Service in charge of your claim and in particular the management assistant with whom you are in contact for a damage insurance claim (car, home, health and other insurance). You can submit your complaint by phone, post or email.

If, after your exchange, you are not fully satisfied or if you wish to contact the insurer’s complaint department directly, you have the right to submit a written complaint.

Depending on the nature of the contract, you can contact:

• For a damage insurance contract (car, home, health and others), covered by Pacifica, to:
  Pacifica – Service consommateurs
  8-10, boulevard de Vaugirard
  75724 Paris cedex 15
  France
• For a savings or retirement life insurance contract covered by Predica, to:
  Predica – Relation et Service clients
  16-18, boulevard de Vaugirard
  75724 Paris cedex 15
  France
• For a provident, death, funeral or loan insurance contract covered by Predica or CACI, to:
  Crédit Agricole Assurances – Service réclamation
  TSA 82222
  59652 Villeneuve d’Ascq cedex
  France
• For a retirement life insurance contract covered by Crédit Agricole Assurances Retraite, to:
  Crédit Agricole Assurances Retraite
  Centre de gestion
  TSA 66004
  France

**** How to make your complaint

You can submit your unsatisfaction at any time. To do this, you must formalize your complaint in writing by indicating:

• Your first name and surname
• Your contract number
• The summary of your complaint

If your complaint has been made orally or by chatbot and you are not entirely satisfied with the response you received, we invite you to make your complaint by means of a durable written medium (e.g. postal or email).

**** Response times

Your interlocutors acknowledge receipt of your written complaint in writing within a maximum period of 10 working days from its dispatch and endeavor to respond in writing to your written complaint as soon as possible and at the latest within 2 months from its dispatch.

2 – Insurance Mediation

You have not received an answer, or the answer from our services does not meet your expectations:

You can use a free mediation procedure within the framework of the Insurance Mediation Charter that you can find on the website www.mediation-assurance.org:

It is possible to refer the matter to the ombudsman:

• in any case, 2 months after the first written complaint has been sent, irrespective of the contact person or department to which it was submitted and whether or not it has been answered,
• without delay, if, following a first written complaint, the response provided does not satisfy you regardless of the contact person or department to which it was submitted,
• if no legal action has been taken.

This procedure shall be without prejudice to any other legal remedy.

The Insurance Ombudsman is competent for disputes related to the application or interpretation of an insurance contract (excluding marketing). You can contact him at the following address:
La Médiation de l’Assurance
TSA 50110
75441 PARIS Cedex 09 France
Or on the website: http://www.mediation-assurance.org.