Complaints data

At Groupama we understand that a high level of customer satisfaction is a key element in determining the ongoing success of our business. This means getting the important things right – like our service, the quality of our products and the cover that we offer.

On the recommendation of professional insurance intermediaries across the UK we provide insurance protection to more than 1 million individuals and small businesses and we make every effort to operate to the highest standards. However, we do recognise that there may be occasions where we might fall short and fail to meet the particular requirements of our policyholders.

When this happens we like to know so that we can quickly take the necessary corrective action. Any feedback, positive or negative is therefore extremely valuable in helping us to improve the quality of our products and service and is why we have in place procedures to quickly investigate and remedy any complaints.

We feel that being open about the way we deal with complaints allows us to deal with customers in a way that is transparent, clear and fair.

Details of complaints referred to the Financial Ombudsman can be found at http://www.ombudsman-complaints-data.org.uk and particular detail about Groupama complaints can be found on our website.

Complaints publication report

Firm name: Groupama Insurance Company Limited
Group: Groupama
Other firms included in this report: None
Period covered in this report: 1 July 2011 – 31 December 2011
Brands/trading names covered: Groupama Insurances, Groupama Healthcare, clickinsurance

Complaints data

Type	Number of complaints opened	Number of complaints closed	Complaints closed within 8 weeks (%)	Closed complaints upheld by firm (%)
Banking	N/A	N/A	N/A	N/A
Home finance	N/A	N/A	N/A	N/A
General insurance and pure protection	1363	1402	82%	31%
Decumulation, life and pensions	N/A	N/A	N/A	N/A
investments	N/A	N/A	N/A	N/A