Any Claim must be received in written by Firstance Luxembourg following article 4 here under. A Claim will not be treated if or when: iii. It does not come from the policy holder(s), the insured person(s) or the beneficiary(ies) of the insurance indemnification.
iv. It is objectively abusive, fanciful or vexatious.
In conformity with your precontractual information, your Claim must be addressed by written to the registered address of the company: 6, Rue Jean-Pierre Pescatore, L-2324 Luxembourg.
Due to security reasons linked to electronic communication, we cannot guarantee the acknowledgment of receipt of any Claim sent to us by email. If we receive such electronic communication, we will contact you back by phone so that we validate it. If you don’t receive a phone call from us, please revert to us by written as mentioned here above.
Once we receive your Claim, we will send you an acknowledgment of receipt containing the contact details of the person in charge of answering your grief in your best interests.
If you shouldn’t be satisfied by the answers or position received from us, you will be able to contact our Head of Claims as a second level of dialogue.
To do so, you may write at:
Firstance Luxembourg S.A.
FAO: the Head of Claims
6, Rue Jean-Pierre Pescatore
L-2324 Luxembourg
In last instance, if you’re not satisfied by the answers or position given by the Head of Claims of Firstance Luxembourg S.A., you may revert to the Commissariat aux Assurances following the out-of-court dispute resolution program set up by the Luxembourg Control Authority. On this matter you may find more information by clicking here.
You may contact them in French, English, Luxembourgish or German by written through:
• Normal post at the registered address of the CAA: 11, rue Robert Stumper, L-2557 Luxembourg
• Fax at: +352.226911,
• Email at reclamation@caa.lu or
• Online forms FR, EN, DE.
