OneLife makes every effort to provide its clients and partners with products and services that meet their needs and expectations. Should any dissatisfaction arise despite the best efforts of OneLife, the company has established a complaints procedure in compliance with Luxembourg regulations based on the following steps:
The complainant can submit their complaint:
In writing
- Via post:
OneLife, 38 Parc d’Activités de Capellen, L-8303 Capellen, Grand-Duchy of Luxembourg
- Via e-mail: quality@onelife.com
In order to enable OneLife to process any complaint effectively and without undue delay, it must contain a minimum of the following information:
- Surname, first name and contact details of the complainant;
- Status of the complainant (policyholder, insured party, beneficiary, partner, etc.);
- Number of the policy relating to the complaint (as applicable); and
- A clear and detailed description of the complaint.
Via telephone
- OneLife (+352) 45 67 30-1
- OneLife Belgian Branch (+32) 2 49 900 10
Process and deadlines
OneLife will acknowledge receipt of the complain within 48 hours of receiving the complaint.
After analysis, OneLife will respond to the complainant via post within 30 days of receiving the complaint.
Should it not be possible to provide a response within this period, OneLife will notify the complainant of the reasons for the delay and state the estimated date or period by which a response can be provided.
Where the complainant does not receive a response or is not satisfied with the response from the level at which the complaint was first submitted, they may contact the Executive Committee member of OneLife responsible for complaints:
The Chief Operations Officer
38 Parc d’Activités de Capellen
BP 110 L-8303 Capellen
Luxembourg
If, despite the best efforts of OneLife, the complainant (client, insured party, beneficiary or agent) remains dissatisfied with the handling of their complaint or has not received a response within 90 days of its submission, they may file a request for an out-of-court complaint resolution with the Commissariat aux Assurances (“CAA”). In all such cases the CAA acts in an impartial, independent, transparent and ethical manner to find a solution acceptable to both parties.
The complainant may contact the CAA through the following channels:
- Via post: 11, rue Robert Stumper, L-2557 Luxembourg, Grand Duchy of Luxembourg
- Via fax: (+352) 22 69 10
- Via e-mail: reclamation@caa.lu
- Online: via the CAA website at the following address: http://www.caa.lu fr/consommateurs/resolution extrajudiciaire-des-litiges (the forms are available in French, English and German)
It should be noted that the out-of-court complaint resolution process with the CAA only applies to complaints submitted by clients (policyholder, insured party, beneficiary or proxy) and to their policies provided that they introduced a prior complaint to OneLife.
The complainant may also forward their complaint to a mediator independent of OneLife in order to obtain an opinion. The contact details of the mediator in the complainant’s country of residence will be included in the response forwarded by OneLife and will also be provided on request.
In the event of being dissatisfied with the response of OneLife, any other complainant, such as partners, may contact the CAA directly:
- Via post: 11, rue Robert Stumper, L-2557 Luxembourg, Grand Duchy of Luxembourg
- By phone: (+352) 22 69 11 – 1
Jurisdiction
The foregoing does not preclude the complainant from taking legal action.
Any dispute or litigation relating to the validity, interpretation or execution of the assurance policy that cannot be settled amicably may be brought before the courts of the Grand Duchy of Luxembourg, or of the place of residence of the policyholder, insured party or beneficiary, or of the place of establishment of the partner.