Complaints processing

What is a complaint?

A complaint is a statement of dissatisfaction in relation to a professional, regardless of the contact person or department to which it is expressed.

However, it should be noted that a request for service, benefit, information, explanation or opinion is not considered a complaint.

How to file a complaint?

Should you be dissatisfied in any way regarding the provision of one of our products or services, we invite you to reach out to your usual contact person or send us your written complaint by mail at Service Réclamation, 23, Allées de l’Europe, 92587 Clichy Cedex, France, by email at resolution@msh-intl.com or by clicking on the button below:

Not satisfied with the reply provided by the Complaints department?

If you still disagree with the reply provided to your complaint or if you have not received a response for more than 2 months, you can contact the Insurance Ombudsman:

• by mail: La Médiation de l’Assurance, TSA 50110, 75441 PARIS CEDEX 09, FRANCE
• online: https://www.mediation-assurance.org (under “Saisir le médiateur”) or any other competent ombudsman from the following links:

• • LMA – La médiation de l’assurance by mail at: La Médiation de l’Assurance, TSA 50110, 75441 PARIS CEDEX 09, FRANCE or via the contact form available on the website www.mediation-assurance.org under “Contact”
  •  by mail at: Le Médiateur de la protection sociale (FIPS) 10, rue Cambacérès 75 008 PARIS, FRANCE or via the contact form available on the website of the FIPS’ Ombudsman: https://www.fips-paritaire.fr/mediateur-de-la-protection-sociale-fips/

• • FNMF – Le médiateur de la Mutualité Française by mail at: Le Médiateur de la Mutualité Française 255 rue de Vaugirard 75719 PARIS CEDEX 15, FRANCE or via the contact form, or online on the website mediateur-mutualite.fr under “Saisir le médiateur”
  • La Médiation de la Consommation  by mail at 27, avenue de la Libération 42400 Saint-Chamond, France, by phone on +33 (0)9 88 30 27 72 or via the contact form available on the website
  • or any other competent ombudsman in the EU or EMEA region.

The ombudsman can be contacted in writing free of charge and no later than 1 year after your first written complaint. However, the ombudsman cannot be contacted in the following cases:

• if you have not previously submitted your complaint to us in writing,
• if you have already taken legal action with another ombudsman or a court. You do not have to wait for the response of the ombudsman you have contacted: you may take any other legal action at any time.