Defence of the policyholder’s rights

Caser’s Defence of the Policyholder’s Rights [Servicio de Defensa del Asegurado] exclusively deals with assisting customers and resolving their complaints and claims, when they pertain to legally recognised interests and rights.

Defence of the Policyholder’s Rights Regulation

CASER makes the Defence of the Policyholder’s Rights Regulation available to their customers, which determines and regulates the activity of the same as well as the procedures for raising and handling complaints and claims derived from contractual relations.

Raising complaints and claims

There are two ways in which you can raise a complaint or a claim:

It is essential that the the complaint or claim be made in writing, either by using the claim form provided below, or by using other means to write a letter, collating all of the requirements set out in Article 5º of the aforementioned Regulation.

Claims can be raised personally or through an accredited mediator and sent, using the ordinary postal service to any of CASER’s offices or to the following address:

CASER.- Servicio de Defensa del Asegurado
(Quejas y reclamaciones)
Avenida de Burgos, 109.
28050 Madrid

You may also send it to the e-mail address:

Complaint or claim resolution

The customer will receive a written response from S.D.A as soon as possible.

In the event that the policyholder disagrees with the resolution issued or if the S.D.A. has not issued a resolution within two months, the policyholder may bring their complaint or claim before the General Insurance and Pension Funds Directorate [Servicio de Reclamaciones de la Dirección General de Seguros y Fondos de Pensiones], by way of writing to:

Dirección General de Seguros y Fondos de Pensiones
Servicio de Reclamaciones
Paseo de la Castellana, 44
28046 Madrid
Choose the Regulation in your desired language
Choose the claims Sheet according your language