How can I file a complaint?
Ryma avatar
Written by Ryma
Updated over a week ago

At Luko, we do our best to provide you with the best possible service every day. However, if you disagree or are disappointed with us, our complaint team is there for you.

This team is independent of the team in charge of your claims, it is a sort of counter-power whose goal is to listen to you, support you in the process, and find a solution with you.

What are the stages to handle a complaint?

  • 1ʳᵉ step:

Tell us in detail what is wrong by responding to this dedicated form. We promise to acknowledge receipt within 24 hours. Then within 5 business days, the most appropriate counselor will respond.

☝️ 5 days is our maximum response time. However, the majority of claims, if sent during the week, receive their first response within 1.5 days 🚀

  • 2ᵉ step:

If you are still not satisfied with our response or solution, you can take it further with our complaints department by sending a letter to the following address:

Luko Complaints Department
91, rue du Faubourg Saint Honoré
75008 Paris

We will acknowledge receipt of your letter within 48 hours by email, then to provide you with a clear and detailed response within 30 days.

  • 3ᵉ step:

If, after 60 days, no solution has been found, a misunderstanding or disagreement persists, you may appeal to the Insurance Mediator, an outside and totally independent organization.

☝️ Good to know :

You have the option of referring your complaint to the Insurance Mediator from the 60th day after you have notified your Luko advisor of your dissatisfaction, even if you have not gone through our complaints procedure.

However, it is still more beneficial for you to submit your request via the steps described above, as the Mediator's processing time can be very long, and the procedure is more complex.

Discussing your problem with our complaints team first will allow you to find a solution more quickly and easily.

Our tips for the best possible handling of your complaint

  • Provide your Luko policy number (you can find it on your insurance documents);

  • If your complaint is related to a claim, please indicate your file number (you can find it in your Luko app in the tab Claim Tracking, and in the file opening confirmation email that was sent to you);

  • Explain the subject of your claim with as much detail and clarity as possible.

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