Flexible and
tailor-made solutions

Complaints

Do you have a complaint?
We solve your problem together with pleasure!

Step 1: Contact the Solutions Department

We invite you to write our Solutions department. Please specify the subject of your complaint, your file number, as well as any other information you think we should know.

Integrale Luxembourg - Solutions Department - Complaints Management

Monday to Friday: 9:00 am – 5:00 pm
E-mail : solutions@integrale.lu
By mail: Integrale Luxembourg, avenue de la Gare 4-6, L-1610 Luxembourg

We'll respond to you within 5 business days after we receive your request.

Step 2: Not satisfied with the response you received? Integrale Luxembourg's management team is here to help.

If you aren't satisfied with how your complaint was handled by an Integrale Luxembourg employee, you can ask to have your request sent directly to a member of management. We'll let you know who's in charge of your file as well as their contact information.

Step 3: Still don't have the solution you were looking for? The Luxembourg Insurance Commission can help you.

Luxembourg Insurance Commission (CAA)
7 boulevard Joseph II
L - 1840 Luxembourg

CAA's approach is based on the principles of impartiality, independence, transparency, competence, efficiency, and equity. Its reasoned submissions are non-binding on the parties.

To submit a dispute resolution request to the CAA, you must complete the request form for out-of-court claim settlement (http://www.caa.lu/uploads/documents/files/DRER_FR.pdf) and send all the listed documents.

You must submit your request in writing (in Luxembourgish, German, French, or English) by the following means:

  • by mail to CAA's address (7 boulevard Joseph II, L-1840 Luxembourg);
  • by fax to CAA (22 69 10);
  • by e-mail (reclamation@caa.lu);
  • online through the CAA website.

CAA will confirm receipt of your request within 10 business days. After that, CAA has 90 days to send you its conclusions (if your file is admissible and complete).

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