Quality

Discover the team and facilities of SegurCaixa Adeslas that have made it the leading health company in Spain.

Know the opinion of customers

At the company, we maintain a permanent line of communication with customers to ascertain their perception of the products and services offered by the company. Each year, we conduct over 80,000 surveys to ascertain customers’ opinions regarding products and services received, to foster sustained relationships over time and to contribute to the satisfaction and loyalty of our insured parties.

Offering the best service

At SegurCaixa Adeslas, we promote the implementation of international quality referentials, such as ISO 9.001, which help the company to perform activities to control and monitor internal processes and services offered to customers.

Resolving claims: Customer Services

With the proposal to contribute loyalty and customer retention, we have a complaints and claims management model, the Guru model, through which a solution is provided in an agile, effective and rigorous manner to any incident declared by our customers regarding the service provided. Guru enables the main causes of dissatisfaction to be identified and the causes behind them and which lead them to persist to be eliminated.     

Our customers can file claims and complaints in person at any of our company’s branches, requesting our claims sheet or, if they want to do so more quickly and easily, by filing such claim in the Customer Area, to access the online form, selecting the claim option, which must be filled in and sent.

If the customer does not agree with the resolution adopted by the department or area involved, they may notify this to the Customer Services Department, which will continue with the procedure until the definitive resolution of their claim in a maximum period of one month from its presentation. The contact data for this service are as follows: Torre de Cristal, Paseo de la Castellana 259C, 28046 Madrid; or [email protected] .

In the event of non-conformity with the resolution adopted, a complaint or claim can be filed before the Claims Service of the Directorate-General of Insurance and Pension Funds, Paseo de la Castellana 44, 28046 Madrid or through the website: www.dgsfp.mineco.es.

If you have any doubts, you can consult the SegurCaixa Adeslas Customer Ombudsman Regulations