Complaints handling process

At RSA we are committed to providing the best service to our customers. However, if you feel that we have not provided the service you expected, we would like to hear from you so that we can try to rectify the situation.

Please note that the regulations on transparency and customer protection in the insurance field include, among others:

  • Law 50/1980, of 8 October, on Insurance Contracts
  • Law 20/2015, of 14 July, on the regulation, supervision and solvency of insurance and reinsurance companies
  • Royal Decree-Law 3/2020, of 4 February, on urgent measures to transpose into Spanish law various European Union directives in the field of public procurement in certain sectors; private insurance; pension plans and funds; taxation and tax litigation

To this end, should you not be satisfied with our service, we inform you that, in accordance with the provisions of Order ECO/734/2004, of 11 March, on customer service departments and services and the customer ombudsman of financial institutions, RSA has a Customer Service Department (SAC) whose purpose is to attend to and resolve complaints made by its customers in relation to their legally recognised interests and rights. To find out in detail the process for handling complaints and claims, you can download the RSA Customer Service Operating Regulations by clicking here.

In any case, complaints and claims must have the content required by Order ECO/734/2004 and can be sent:

In writing to:

Customer Service Department of RSA Luxembourg S. A., Sucursal en España
Calle Almagro 9
28010 Madrid

By email:

Email: atencioncliente@eu.rsagroup.com

The Customer Service Department has a period of two months to decide on the complaint or claim, and one month in the event that the customer is a consumer in accordance with article 21 of Royal Legislative Decree 1/2007, of 16 November, which approves the revised text of the General Law for the Defence of Consumers and Users and other complementary laws. Both resolution periods are calculated from the date of receipt of the complaint or claim by the SAC.

If you are not satisfied with the response received from the SAC, except in the case of large risk insurance contracts, you may contact the Complaints Service of the Directorate General of Insurance and Pension Funds (‘DGSFP’), located at Paseo de la Castellana 44, 28046 Madrid (http://www.dgsfp.mineco.es). In any case, we remind you that, in order to submit your complaint or claim to the Complaints Service of the DGSFP, it is necessary to have previously exhausted the RSA's SAC channel, in accordance with Law 44/2002, of 22 November, on Financial System Reform Measures and Order ECC/2502/2012, of 16 November, which regulates the procedure for submitting complaints to the complaints services of the Bank of Spain, the National Securities Market Commission and the Directorate General of Insurance and Pension Funds."