Procedure for submitting a complaint

The quality of service is at the heart of our commitments, but if you wish to make a complaint relating to the services provided by our company, you can address this to your usual contact.


• the exact nature of the complaint;

the contractor claim number;

• the reference of the initial complaint, as well as that of your contract;

• a phone number and the times at which it is possible to call you back.



• Photocopy the documents  necessary for a good understanding of the complaint
(keep the originals);

> If the subject of the complaint remains, you can also contact our Complaints Department.

Complaints Department contact details:

Axeria-iard Claims Department

129 avenue Félix Faure
69003 LYON

Postal address
26 Rue du Général Mouton-Duvernet
69003 LYON

E-Mail :

> If we are unable to answer you within 48 hours, we undertake to acknowledge receipt of your complaint within the same period. We will do our best to provide you with an answer as soon as possible, and at most within a legal period of 60 days.


> In the event of an unsatisfactory response, or of no response, two months after sending a first written complaint, you can, if you are an individual, contact the Insurance Ombudsman:

Contact details of the Ombudsman:

Insurance Mediation

TSA 50110

75441 PARIS CEDEX 09

The FRANCE ASSUREURS Mediation Charter is available on the following website:


The Insured is informed that the data collected for the processing of his claims is subject to computer processing by the Insurer, for the purposes of monitoring the processing of claims. The legal basis for the processing is compliance with a legal obligation incumbent on the organisation.

The data collected is accessible internally by staff in charge of processing the complaint, staff in charge of the signing, management, and execution of contracts, and also by the Management Committee.

They may be transmitted for the same purposes to insurers, reinsurers, insurance agents, as well as our service providers and our partners in the event of delegation.

The data is kept for five years from the closing of the complaint file.

You can access the data concerning you, rectify it, request its deletion, or exercise your right to limit the processing of your data (see the website for more information on your rights).

To exercise these rights or for any questions about the processing of your data within this system, you can contact our data protection officer at the following address: Axeria iard, Data Protection Officer, headquarters, 129 avenue Félix Faure – 69003 LYON – France (adresse postale : 26 Rue du Général Mouton-Duvernet – 69003 Lyon – France).

If you believe, after contacting us, that your data protection rights are not being respected, you can file a complaint with the CNIL.