Claimant`s guide 
Recommendations to file questions and claims concerning insurance matters
1.- If you need information, have a question or complaint regarding your insurance policy, please check your coverage and immediately contact your insurance broker or company or claims adjuster, as is the case.
2.- You have the right to present your questions and complaints regarding your insurance contract, in writing, to the insurance companies, brokers or claims adjusters.
3.-These may be presented to the head office and to all company agencies, offices or branches that serve the general public, in person, by mail or by fax, without formalities, during normal business hours and without restriction to certain days or times.
4.- Please remember to keep a copy of the question or complaint presented to the insurance company, broker or claims adjuster.
5.- Insurance companies must receive, record and respond to the questions or complaints they have received directly from the policyholder or beneficiary. The maximum time allowed for issuing a response is 20 business days from receipt.
6.- Please note that if there is a
disagreement with the company, it may be the case that the controversy
or difficulty arising from the application of the insurance company
must be resolved through legal channels, according to the terms and
conditions of the respective policy.
7.- In any case, you also have the
option of requesting information, presenting questions or concerns or
complaints regarding your insurance policy to the offices of the Division
of Customer Service and Policyholder Education of the SVS, located at
Avda. Libertador Bernardo O´Higgins 1449, First floor, Santiago.
8.- The Division of Customer Service
and Education is open to the public from Monday to Thursday from 9:00
a.m. to 1:30 p.m.
9.- Questions or complaints may be
presented in writing to the Division of Customer Service and Policyholder
Education by filling out the Question or Complaint Form, which may be
printed off of the SVS website, or by a simple letter to the SVS. Additionally,
this letter may be sent from the local and regional offices of the National
Consumer Service (SERNAC).
10.- Questions and complaints received
by the Division of Customer Service and Policyholder Education must
be duly signed by the remittent, and accompanied by supporting background
information, and ideally the response given by the insurance company,
broker or claims adjuster, when available.
11.- Once a written question or complaint has been received, the SVS may summon the entity in question if necessary, and inform the remittent in writing of the final result of any measures taken.
12. Intervention by the SVS does not
exclude the insurance companies’ obligation to respond to questions
and/or complaints made directly by policyholders.
13.- The intervention of the SVS and
the comments that it issues administratively, in no way exclude the
parties’ rights to take any corresponding action before the Courts
of Justice, or to consult the arbitration entity previously established
in the terms and conditions of the insurance policy or contract.
