Defence of the Insured
The specific Insured Assistance Service was created in the month of January 2001 with the name of “Department of Policyholder Relations.”.
On 29.07.2004, the Board of Directors of Cesce approved the new organisational structure of the Department of Policyholder Relations to make it compliant with the legal precepts set out in Law 44/2002, of 22 November, on Financial System Reform Measures and with Ministerial Order ECO/734/2004, of 11 March, on the Departments of Customer Service and of the Customer Ombudsman of Financial Institutions.
The Department of Policyholder Relations is responsible for answering the queries and complaints that Insureds make when they believe that a decision made by Cesce does not respect their rights, according to the contract signed.
Moreover, in accordance with the terms of Royal Decree-Law 3/2020, of 4 February, on urgent measures transposing into the Spanish legal system various European Union directives within the field of public contracting in certain sectors; on private insurance; on pension plans and funds; on tax and tax litigation; complaints and claims that may be submitted in relation to the actions of its employees and insurance agents and insurance baking operators shall be dealt with and resolved.
How this Department operates, as well as the Procedure for submitting a complaint or claim, is set out in the Regulations of the Department of Policyholder Relations, the content of which was approved by Cesce’s Board of Directors.
Moreover, in accordance with the terms of Royal Decree-Law 3/2020, of 4 February, on urgent measures transposing into the Spanish legal system various European Union directives within the field of public contracting in certain sectors; on private insurance; on pension plans and funds; on tax and tax litigation; complaints and claims that may be submitted in relation to the actions of its employees and insurance agents and insurance baking operators shall be dealt with and resolved.
How this Department operates, as well as the Procedure for submitting a complaint or claim, is set out in the Regulations of the Department of Policyholder Relations, the content of which was approved by Cesce’s Board of Directors.
Contact Details
The Department’s contact details are as follows:
Mª Isabel Torremocha Baranda
Head of Department
Velázquez, 74, 28001 - Madrid
