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The commitment of Costa Duarte to excellence makes the service provided to clients the centre of its activity.
However, we recognize that we may occasionally fail to meet your expectations about our services and if you wish to make a complaint you must follow the procedures below:

Minimum requirements

In order to proceed with the prompt and equitable management of a complaint, the client must submit a written complaint, indicating:

  • Full name of the complainant and, if applicable, the person acting on his behalf;
  • Quality of the complainant, namely if a policyholder, insured, beneficiary or injured third party or a person acting on his behalf;
  • Contact details of the complainant and, if applicable, the person acting on his behalf
    Claimant's ID number;
  • Detailed description of the facts giving rise to the complaint, with identification of the intervening people and the date on which the facts occurred, unless clearly impossible;
  • Date and place of the complaint.

Function Responsible for Complaint Management

The function responsible for managing clients’ complaints is performed by the member of the Board of Directors responsible for Governance, who is responsible for managing the complaint and ensuring the timely response to the complaints submitted.

Contacts

In case of a complaint, Costa Duarte makes available the following contact details:

  • Registered mail with acknowledgment of receipt to the following address:
    Costa Duarte – Corretor de Seguros, S.A.
    a.c. Administração – (Gestão de Reclamações)
    Avª António Augusto Aguiar, 130 – 4º
    1050-020 Lisboa

  • Electronic address:
    This email address is being protected from spambots. You need JavaScript enabled to view it.

Complaints Book

Costa Duarte provides to its clients access to the Complaints Book which is located at the Lisbon headquarters and at the Porto office or in electronic format, which can be accessed through https://www.costaduarte.pt/pt/

Supervision Authority (ASF)

If you are not satisfied with the way your complaint has been resolved, you have the right to contact Autoridade de Supervisão de Seguros e Fundos de Pensões (ASF), which can be accessed through www.asf.com.pt/isp/PortalConsumidor/Reclamacoes

Alternative Dispute Resolution

Without prejudice to the possibility of recourse to judicial courts, in the event of litigation arising from the insurance distribution activity, clients may appeal to existing alternative dispute resolution entities (CIMPAS – Centro de Informação, Mediação e Provedoria de Seguros) or similar entities that may be created.

Suitability, Impartiality and Term

Costa Duarte ensures that any complaint will be properly and impartially managed and that a written response will be submitted within 20 days of receipt of the complaint, but may be extended to 30 days in cases of particular complexity.

Making a Complaint

 Dinfo reclam en

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