Your rights
Complaints
The principle for handling an insurance intermediary’s complaints is set by French regulation and applies to Expavy Assurances, a broker registered with ORIAS under number 24000431. The precise complaint contact details (dedicated address, the chosen mediator’s name) are still to be confirmed; what follows describes the general process, verified against official sources, pending their publication.
How a complaint is handled
An insurance intermediary must acknowledge receipt of any written complaint within ten business days and respond on the merits within a maximum of two months of receiving it, except in justified special circumstances.
If the response isn’t satisfactory: mediation
Failing resolution, or once the response deadline has passed, the client can refer the matter free of charge to the relevant insurance mediator. Insurance mediation is an amicable, external and free recourse, distinct from legal action — it doesn’t deprive the client of the right to go to court if it fails.
Supervisory authority
Insurance intermediaries are supervised by the Autorité de contrôle prudentiel et de résolution (ACPR), and registered on the single intermediaries register held by ORIAS, which any client can consult publicly to verify a professional’s authorisation.
Written by Expavy