A complaint can be filed in person at any Colonnade Insurance point of contact during opening hours; by mail at: Colonnade Insurance S.A. 1, rue Jean Piret L-2350 Luxembourg; by email at complaints@colonnade-insurance.com, or by phone on +352 28 11 56 200.
A complaint shall be handled without undue delay, and no later than 30 days from the date of registration. This period may be extended due to objective reasons. In this case, the complainant shall be informed of the expected deadline and of the reasons why the time limit is to be extended within 30 days of the date of registration. The complainant is entitled to obtain a comprehensive explanation of Colonnade Insurance’s viewpoint in a clear and comprehensible manner. If a complaint cannot be resolved as expected by the complainant, the complainant shall be informed of the other options of complaint handling available. Colonnade Insurance accumulates and verifies evidence it obtains from complainants, as well as other available evidence and information regarding complaints and proceeds to ascertain the real status and its compliance with applicable law and internal regulations. If necessary, Colonnade Insurance adopts measures to remedy the shortcomings detected and to prevent their future recurrence. Colonnade Insurance shall keep a record of the complaints received as appropriate.
Colonnade Insurance S.A., registered in Luxembourg (company No. B 61605) with offices at 1, rue Jean Piret L-2350, Luxembourg, acts as controller of personal data (hereafter the ‘Controller’). The legal basis and purpose of the collection and processing of personal data is the obligation of complaints handling.
Providing personal data is voluntary but necessary in order to respond to your complaint. Your personal data shall be processed no longer than it is necessary to handle the complaint and insofar for the time that legally based claims connected with it can be made. Personal data may be disclosed to other entities only in connection with the implementation of the aforementioned objectives and on the basis of a written agreement or as well as for purposes arising from the legally justified interests of the Administrator (e.g. IT service providers, entities whose complaint concerns).
The person whom the data concerns has the right to request access to personal data, to correct it, ask for erasure of it or limit the processing of it or to object to the processing of it, the right to transfer the data and to lodge a complaint with the data protection supervisory authority National Commission for Data Protection at the following address: 1, Avenue du Rock'n'Roll, L-4361 Esch-sur-Alzette, Grand Duchy of Luxembourg, or with any other competent data protection supervisory authority in your EU Member State of residence.
You can contact the Controller by mail at: Colonnade Insurance S.A. 1, rue Jean Piret, L-2350 Luxembourg; by email at dpo@colonnade-insurance.com or by phone on +352 28 11 56 204. For all matters relating to the processing of personal data, in particular exercising your rights in relation to data processing, objection, or data transfer outside the EEA, you may contact the Data Protection Officer (dpo@colonnade-insurance.com) or send a letter to Colonnade Insurance S.A. at any time.
You can also request alternative dispute resolution from the Luxembourg supervisory authority, the Commissariat Aux Assurances (CAA). You can find more information about alternative dispute resolution offered by the CAA here.