A home insurance complaint benefits from a clear account of the disagreement, the steps already taken and the related documents. Before considering mediation, start by contacting your usual representative, then, if the dispute persists, the insurer’s complaints department.
Define the point of disagreement
A dispute with the insurer may concern, among other things, compensation for a claim or the amount of a premium.
To prepare your message, state in a few sentences which response you contest, why you disagree and what you are requesting. Distinguish what is stated in the correspondence from what you would like to have reconsidered.
Quote the wording of the insurer’s response that poses a problem, then explain your own interpretation. If you have concerns about several points, present them separately: each can then be linked to the relevant correspondence and documents. This preparation also helps you choose which documents to attach, rather than sending a collection that is difficult to navigate.
Build a clear timeline
Gather the correspondence and organize it by date. For each stage, note the event, the step you took, the response received and the corresponding document. This record can be simple: it should allow your reader to understand the history of the case without having to reconstruct the correspondence themselves.
When recounting a verbal exchange, specify what you remember and distinguish it from details confirmed in writing. Check that your account also includes responses that do not support your request.
In your record, start with the event that gave rise to the disagreement and continue through to the response you contest. Then mention the steps taken to seek a solution. For each response, indicate which message it relates to: making this connection makes your account easier to follow.
You can prepare this timeline for yourself, then include the essential details in your letter. Keep the details needed to understand the dispute and check that the dates or wording you use match the documents in front of you.
Gather documents relevant to the dispute
You must send the complaints department the subject of the dispute, the steps already taken and copies of documents related to the disagreement, such as invoices and correspondence.
Prepare a file that is easy to navigate:
- The insurance contract and the passages you would like examined.
- Invoices and correspondence that shed light on the disagreement.
- A list of attachments, in the same order as your timeline.
In your complaint, refer to each document when you mention the corresponding fact. Review everything to check that your request and the documents sent concern the same subject.
For each document, ask yourself what it helps explain: an invoice may shed light on the point under discussion, while a letter may place a response in the timeline. Identify the passages of the contract you would like examined and explain how they relate to your request. The list of documents can include their titles and their positions in the file.
Contact the insurer in stages
In the event of a dispute, first raise your disagreement with your adviser, preferably in writing.
If no solution is found, contact the insurance company’s complaints department.
The department’s contact details appear in the general terms and conditions of the contract and can also be found on the insurer’s website.
You can send it a written message by post or email, or complete a form on the insurer’s website.
In your message to the complaints department, start by identifying the contract and the point you contest. Then summarize the steps already taken with your usual representative and state what you are requesting. Finish with a list of the copies attached, so the reader can find the items mentioned in your account.
Keep a copy of your message and the documents sent, along with the information needed to track your submission. If the 2-year limitation period is approaching, Service Public recommends a registered letter with acknowledgment of receipt to formally record the disagreement.
Also keep the response you receive with your timeline. Review it alongside your request and the documents you sent: this will help you identify what has been examined and what, in your view, remains in dispute.
Prepare for what comes next: response and mediation
The complaints department has a maximum of 2 months from receipt of the letter to respond.
If its response does not produce a satisfactory result or if it does not respond within the allotted time, you can refer the matter to the mediator.
The relevant mediator is generally specified in the insurance contract; some companies designate a different, specific mediator, whose contact details you can request from your insurer.
Some insurers also have their own internal mediator, who acts before the matter is referred to the insurance mediator.
When referring the matter, provide at least the company’s name, the contract number, the events that have occurred and the subject of the dispute; attach copies of the necessary supporting documents and correspondence exchanged with the company.
Mediation can help find an amicable solution, but preparing for it does not replace the preliminary steps with the insurer.
If you are considering this step, review your file from the beginning: the description of events should make it possible to understand the dispute and the correspondence with the company. Add the complaints department’s response to your copies, then check that the contract number and the company name are easy to find.
The scope of the mediator’s opinion is specified in the insurance contract. If you are not satisfied with that opinion, legal action remains possible.
Before sending: a final check
- Are the contested point and the request clearly stated?
- Are the events and the steps already taken presented in order?
- Do the copies of relevant documents correspond to the facts mentioned?
- Does your file make it possible to find the correspondence with the insurer?
You can make a final review in the order in which the recipient will see the file: your request, the timeline, then the documents listed. If a passage remains difficult to understand without further explanation, rephrase it before sending. Keep your own set of documents so you can follow the progress of the dispute.
This guide provides general information, not advice tailored to your situation. For advice, Service Public points to, among other resources, maisons de justice et du droit.
