In accordance with regulations (French Insurance Code), we process and follow-up complaints diligently.

Submitting your complaint

• By post : Chapka Assurances, 31-35 rue de la Fédération, 75015 Paris, France.
• By email: reclamation@chapka.com.

We aim to reply within 10 days. If we are unable to provide a response within this timeframe, we will acknowledge receipt of your message before the deadline expires. A detailed reply will then be sent to you within a maximum of two calendar months from the date your complaint was submitted.

If, due to exceptional circumstances, we are unable to respond within this final timeframe, you will be kept informed of the progress of your complaint processing.

Referral to the Ombudsman

Upon receiving our response, if it does not fully meet your expectations, or if you have not received a reply within two months following the submission of your initial written complaint, you may refer the matter to the competent Ombudsman:

• By post: La Médiation de l'Assurance, TSA 50110, 75441 Paris Cedex 09, France
• Electronically, directly on the Médiation de l’Assurance website: www.mediation-assurance.org