Making a Complaint

Our promise to you. RCI Insurance aim to provide you with great customer service and hope that you will never have reason to complain, however sometimes things do go wrong. If RCI Insurance cannot resolve the issue straightaway, please be assured that your complaint will be handled, fairly, diligently and within a reasonable timeframe. Fill in and submit the Complaints form or follow the steps outlined below.    To whom you should address your complaint If your complaint relates to the sale of insurance cover or the administration or management of claims under this cover, please contact the dedicated claim handling team for your contract and country who will direct your complaint through to the appropriate channels.

Germany

For Contracts Commenced on/before 31/12/2013

FidesSecur Versicherungs- und Wirtschaftsdienst Versicherungsmakler GmbH, Carl-Wery-Straße 18, 81 739, Muenchen.

+49 89 2199 52787

rci@fidessecur.de

For Contracts Commenced on/after 01/01/2014

RCI Versicherung-Services GmbH, Jagenbergstrasse 1, D-41468, Neuss.

+49 69 7126 5103

Spain

For Contracts Commenced on/before 31/12/2014

Gras Savoye, a Willis Towers Watson company Gras Savoye Ibérica, S.A. C/ Martínez Villergas 52, edificio A, 3ª planta, 28027 | Madrid España

+34 91 823 58 98

rci.siniestros@grassavoye-es.com

For Contracts Commenced on/after 01/01/2015

RCI Banque España Avenida de Europa, 1 – Edificio A – 28018 Alcobendas España

+34 91 769 98 98

Italy

WillCONSULTING S.r.l., Via Tortona, 33, 20144, Milano.

+39 02 48 95 49 57

ita_Willco_info@willis.com

France

DIAC Customer Relations Department: 14, Avenue du Pavé-Neuf, 93168, Noisy-le-Grand, Cedex.

+33 1 49 32 32 72

exchange.insurance@rcibanque.com

If you have a complaint about the insurance cover wording, please contact:

The Complaints Officer
RCI Life Ltd., (Death Cover Only)
Level 3, Mercury Tower,
The Exchange Financial & Business Centre,
Triq Elia Zammit, St Julian’s STJ 3155
Malta
Tel: 00.356 2599 3000
Email: complaints.malta@rcibanque.com

The Complaints Officer
RCI Insurance Ltd.,
Level 3, Mercury Tower,
The Exchange Financial & Business Centre,
Triq Elia Zammit, St Julian’s STJ 3155
Malta.
Tel: 00.356 2599 3000
Email: complaints.malta@rcibanque.com

What you’ll need to tell us so that RCI Insurance can help you.

  • Your personal details
  • Your contract/claim details
  • Specify the nature of your complaint
  • Outline how we can help resolve the complaint

  What RCI Insurance will do to resolve your complaint.

  • Re-direct your complaint to the right personnel
  • Keep you informed as soon as we can and let you know what the next stages are
  • Treat your complaint fairly
  • Aim to resolve your complaint within 10 working days
  • For more complex issues it’s likely that we will need longer to look into what’s happened and we may ask you for further information to help us reach a decision
  • We will provide you with regular updates
  • And once we’ve dealt with your complaint, we’ll go back and see what we can learn from your experience.

  If you’re not happy with our response to your complaint. If you feel we’ve not considered all of your issues or you can provide further information, please let us know and we’ll be happy to review it. If for any reason you are still not happy with the outcome of your claim you may contact your country’s insurance regulator where applicable or else you may contact the Malta Arbiter for Financial Services under the Arbiter of the Financial Services Act – Chapter 555 of the Laws of Malta The contact details are: Germany Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin), Sektor Versicherungsaufsicht, Graurheindorfer Straße 108, 53117, Bonn. + 49 (0)228 4108-0 poststelle@bafin.de https://www.bafin.buergerservice-bund.de/versicherung.aspx Italy “Servizio Tutela del Consumatore“ of IVASS at Via del Quirinale 21, 00187, Rome. Spain Dirección General de Seguros y Fondos de Pensiones Paseo de la Castellana, 44 – 28046 Madrid, España Atencion al cliente: +34 902191111 Horario de lunes a viernes de 9:30 a 14:30 horas oficinavirtual.dgsfp@mineco.es www.dgsfp.mineco.es Malta Office of the Abiter for Financial Services 1st Floor, St. Calcedonious Street, Floriana, FRN 1530 Emailcomplaint.info@financialarbiter.org.mt Telephone – 00356 2124 9245 Websitewww.financialarbiter.org.mt