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RELEVANT INFORMATIONS
RELEVANT INFORMATIONS
RELEVANT INFORMATIONS

Designation of beneficiaries

In accordance with Decree-Law 384/2007, of 19th November, regarding the protection of insurance beneficiaries, in the event of Death of the insured or policyholder, failure to indicate or incorrect indication of the identification details of the Beneficiary(ies) may make it impossible for the Insurance Company to comply with the duties of information and communication set out in that legislation.

The following are considered as Beneficiary(ies) in the event of Death of a personal accident insurance contract the natural or legal person clearly designated in the beneficiary clause.

If no Beneficiary(ies) are named, the legal heirs of the insured or policyholder will be considered for this purpose.

Caravela Treatment Policy

The Treatment Policy aims to comply with Article 154 of Law 147/2015 of 9 September, with regard to the relationship between Caravela - Companhia de Seguros, S.A. and policyholders, insured parties, beneficiaries and injured third parties, in accordance with the principles laid down in ASF Regulatory Standard 10/2009 of 25 June, republished by Regulatory Standard 10/2009-R of 10 January.

On the other hand, as referred to in the aforementioned ASF regulations, this Handling Policy must integrate the principles relating to the management of complaints, for which reason it was decided to incorporate into CARAVELA's Handling Policy the operating Regulations applicable to Complaints Management, referred to in paragraph 4 of Article 157 of Law 147/2015 referred to above.

To access the Treatment Policy, click here

In the event of a dispute, the Consumer can turn to the Alternative Dispute Resolution Body specialising in the insurance sector, CIMPAS - Information, Mediation, Ombudsman and Arbitration Centre, via the following contacts:

Lisbon Headquarters: Av. Fontes Pereira de Melo, 11 – 9.º Esq.; 1050-115 Lisboa

• Telephone: 213 827 700 (national landline call)

• Fax: 213 827 708

• E-mail: geral@cimpas.pt

North Branch: R. do Infante D. Henrique, 73, Piso 1, 4050-297 Porto

• Telephone: 226 069 910 (national landline call)

• Fax: 226 094 110

• E-mail: cimpasnorte@cimpas.pt

• Site: www.cimpas.pt

CARAVELA is a member of CIMPAS for disputes related to Motor, Multi-risk and Civil Liability insurance contracts. For the remaining insurance contracts, membership is on a case-by-case basis, depending on the specific dispute.

For more information, you can consult the Consumer Portal www.consumidor.pt

C) Com o objetivo de garantir a eficácia e qualidade dos serviços prestados pela Caravela - Companhia de Seguros, S.A., perante eventuais reclamações apresentadas, existe ainda a possibilidade de recurso para o Provedor do Cliente, nos termos e para os efeitos previstos no Artigo nº 158 do regime Jurídico de Acesso e Exercício da Actividade Seguradora e Resseguradora aprovado pela Lei nº 147/2015 de 9 de Setembro, e nas Normas aprovadas pela Autoridade de Supervisão de Seguros e Fundos de Pensões.

The Customer Ombudsman is an independent body of the Company, whose mission is to receive and assess complaints from policyholders, insured parties and injured third parties and to make recommendations, without binding effect, in an impartial and neutral manner.

The following shall be considered eligible for consideration by the Customer Ombudsman complaints against the CARAVELA, by policyholders, insured persons, beneficiaries or injured third parties in respect of whom:

- No response has been received from CARAVELA within a maximum of 20 days, or 30 days in particularly complex cases, counting from the date on which the response was received, or

- Having been given an answer within that period, the complainant disagrees with the meaning of the answer.

We emphasise that the concept of complaint does not include the statements relating to the contractual negotiation process, the communications inherent to the claims settlement process and any requests for information or clarification.

We emphasise that the concept of complaint does not include the statements relating to the contractual negotiation process, the communications inherent to the claims settlement process and any requests for information or clarification.

Customer Ombudsman contacts:

Name: Dr. António Galvoeira Mira

Endereço Profissional: Avenida Marquês de Tomar nº2 - 3º Andar 1050-155, Lisboa

Fax: 217 958 694

For further information on the Caravela's Customer Ombudsman you can consult its regulations, by clicking here.

NOTIFICATION OF IRREGULARITIES

Access here.