Helping the consumers → Your rights → Consumers's basic right in Spain → Insurances
The insurance policy
In the event of a claim
Complaints
Insurance policies are contracted in order to face possible risks.
When contracting the services of an insurance company, we recommend that you find out about the different offers so as to be able to compare them. The proposal made has a validity of 15 days, and 20 when dealing with a compulsory insurance and motor vehicle road insurance.
There are many kinds of insurance according to the object insured: the home, the car, health, theft insurance, multi-risk, life, civil responsibility, travel, special value of luggage on air transport... These are what we call branches. Often, insurance policies offer combinations of coverage for one branch and another. We recommend that you compare all of the complementary insurances carefully and try not to double indemnifications and coverage. Also try to contract services with companies of well-known solvency.
Bear in mind that independently of good personal attention, you can also contract an insurance policy directly without the intervention of an agent.
The holder of an insurance has to pay a premium, annually or periodically according to the agreement in the policy. This policy is an adhesion contract, and therefore, in the event that its clauses are not clear, they have to be interpreted in a favourable sense for the insured person, even in the event of a contradiction between the general and particular conditions, the particular conditions will prevail.
The duration of the policy must be indicated in the particular conditions of the policy itself. It can be contracted annually and you must bear in mind that if you are not interested in automatic extension, you must notify the insurance company or mediating agent at least two months in advance of the expiry date.
If you have a claim to make, you must inform the insurance company within 7 days from the moment you fid out, as long as the policy does not establish any other deadline. As of this moment the insurance company starts its investigation and the necessary expert opinion in order to prove the claim and determine the amount of the damage. In any case, during the 40 days following the claim, the company, the insured person or the beneficiary has the right to demand the payment, at least the minimum amount insured.
In compulsory car insurance, you have the right to demand, as the owners of the vehicle or insurance holder, a certificate with your claims history from the company, relating to the last two periods. So, if you wish to change company, the new one can evaluate the risk and apply certain bonuses.
If you have any problem with an insurance policy, the first thing you have to do is to try to solve it with the company itself. If you are not satisfied, you can send a letter of complaint to the Insured Defence.
Some insurance companies accept consumer arbitration as a way to solve conflicts with their clients.
In the event of taking action and without prejudice to access to court action, if the company also acts in the whole State, it must be presented before the Dirección General de Seguros de Madrid (Paseo de la Castellana, 44. 28046 Madrid) - Direction General of Insurance in Madrid.