Legal Information
Complaint procedure and insurance mediation
Making a Complaint
Submitting Your Complaint
In order for our brokerage firm to handle your request efficiently, any complaint must be submitted in writing, clearly stating the nature of the dispute along with your full contact details.
How to Send Your Complaint
Your complaint may be sent:
- —directly to your usual contact at Lonemi;
- —by email to: [email protected] ;
- —or by post to:
Lonemi
5 Allée du Roussillon
Colomiers 31770
France
Depending on the nature of the matter, your complaint may also be forwarded to the relevant insurance provider or partner department responsible for handling your case.
Our Commitments
Upon receipt of your complaint:
- —an acknowledgement of receipt will be sent within a maximum of 10 working days;
- —a reasoned response will be provided within a maximum of 2 months, unless exceptional circumstances require additional investigation.
Referral to the Insurance Mediator
If you are not satisfied with the response provided, or if no response is received within 2 months, you may refer the matter free of charge to the Insurance Mediator:
- —online via: La Médiation de l'Assurance
- —or by post to:
La Médiation de l'Assurance
TSA 50110
75441 Paris Cedex 09
France
The Mediator will review your case independently and propose a resolution, generally within a period of 90 days to 6 months depending on the complexity of the matter.
Legal Action
Referring the matter to the Mediator does not affect your right to bring proceedings before the competent courts at any time.
Have a question? Our team is available to support you.
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