Customer Service Department of Cajamar Vida
At Cajamar Vida, S.A., we make available to you our Customer Service Department, whose purpose is to handle and manage any complaint or claim related to policy contracting, premium collection, claims monitoring or any other matter affecting your interests and rights legally recognised to you.
Our commitment is to provide efficient, personalised service and to offer a prompt and appropriate response to your needs.
The Customer Service Department is governed by the provisions of Act 44/2002 of 22 November on Financial System Reform Measures, Order ECO/734/2004 of 11 March, as well as all other applicable regulations concerning the protection of financial services customers and by the internal regulations approved by the Entity pursuant to such regulations.
The Customer Protection Regulations govern the procedure for the submission, processing and resolution of complaints and claims filed with the Entity. They may be consulted and downloaded in the following languages:
All natural or legal persons may contact this Service in their capacity as:
Provided that the complaint or claim relates to rights and interests legitimately recognised under contracts, regulations on transparency and customer protection, or good financial practices and customs.
Complaints and claims must be submitted in writing to the Complaints and Claims Service, either in paper format or by electronic means, through any of the following channels:
Customer Service Department of Cajamar Vida, S.A.
Plaza Manuel Gómez-Moreno, 5 · 8th Floor
28020 Madrid
cajamarsegurosgenerales@cajamarsegurosgenerales.es
At any Caixacallosa branch open to the public, where staff will forward your complaint or claim to our Customer Service Department for processing.
This Service is available for the submission of complaints and claims 24 hours a day. Therefore, the calculation of deadlines will begin from the moment the notification is received, including Saturdays, Sundays and public holidays.
Once your complaint or claim has been received, it will be checked to ensure that it meets the necessary requirements for acceptance and processing. At that point, you will receive an acknowledgement of receipt including the case reference number.
Once accepted for processing, the Customer Service Department will analyse the facts and carry out the actions necessary for the investigation. Upon completion of the review, a reasoned decision will be issued and communicated through the same channel used to submit the complaint.
The maximum period for resolving complaints and claims is one month from the date of submission. If, after this period, you have not received a response, if your complaint has been rejected, or if it has not been accepted for processing, you may contact the Complaints Service of the General Directorate of Insurance and Pension Funds (Dirección General de Seguros y Fondos de Pensiones) through its website or at its offices located at Paseo de la Castellana, 44, 28046 Madrid.
The Entity also makes available to its customers standardised complaint and claim forms, which provide information on the case-handling procedure and facilitate their submission and management.
The aim of our Customer Service Department is to provide accessible, clear and understandable assistance to individuals who, due to their circumstances, may require specific support.
For this purpose, the individual circumstances of each complainant will be taken into account in order to provide appropriate, inclusive and tailored assistance that meets their needs.
