At SegurCaixa Adeslas, we want to offer you the best guarantees, so we have created seven service quality commitments for you to enjoy the extra protection provided by your Home insurance policy.
1. Appointment with a workman
An appointment will be provided in one hour and the visit of the workman in 24 hours* for the household assistance company to assess the damage. This appointment will be provided in coordination with the customer and this time applies from the declaration of the claim, provided that it is notified from Monday to Friday before 8 p.m. (except public holidays applicable at the address of the insured risk).
The assistance company undertakes to provide the service on 900 159 009 from 9 a.m. to 8 p.m. from Monday to Friday.
*Compliance with this commitment will not be applied in the event that, due to atmospheric phenomena, we have a high claim ratio in the last 30 days or when third parties have caused or are affected by the claim.
2. Urgent services
Visit by workmen within three hours of the claim declaration for urgent claims that make the home uninhabitable, for the following causes:
- Absence of electricity throughout the home, or in the kitchen or in the bathroom, provided that the breakdown occurs at the home’s facilities.
- Water damage as a result of the breakage of fixed water piping at the home, which leads to damage to the items of the insured party or third parties, requiring the closure of the water supply’s general stopcock. *
- Breakage of glass forming part of the home’s enclosure, and which caused a lack of protection with respect to meteorological phenomena or unintentional acts caused by third parties.
The assistance company provides its services on 900 159 009 24 hours a day.
In the case of water damage emergencies, provided that they occur outside the timetable from 9 a.m. to 8 p.m. and can be resolved by closing the stopcock, telephone advice will be provided to proceed to said closure and to have the repair dealt with the next day in coordination with the customer.
3. Appointment with an expert in 24 hours
In coordination with the customer, from the assignment of the expert engagement, an appointment will be provided with an expert in 24 hours, from 9 a.m. to 6 p.m. from Mondays to Fridays (except public holidays), in line with their availability. *
*Compliance with this commitment will not be applied in the event that, due to atmospheric phenomena, we have a high claim ratio in the last 30 days or when third parties have caused or are affected by the claim.
4. Delivery of the expert report within a maximum of ten days
Applies for claims with a cost of less than €30,000 from the moment of the allocation of the partial delivery, once all the necessary documentation has been received to assess the damage, and there has been no intervention of third parties, that is, that have caused or are affected by the claim.
5. Indemnity payment in 48 hours
The order to pay indemnity for a claim covered by the policy will be paid in two working days from the receipt of all the necessary documentation to assess the claim, provided that it is received from 9 a.m. to 5 p.m. from Monday to Friday (except public holidays) and when an expert is not required to assess the documentation.
6. Second opinion
At the time of the claim declaration, if it is rejected and you do not agree with said rejection, this resolution will be reviewed and the appropriateness of sending a workman will be analysed.
7. Repair service quality
If you are not satisfied with the repair, the assistance company undertakes to send a workman. Repair management is provided in coordination with the customer, through the assistance company, which is that which provides the service and commits itself to the customer.
How to request compensation for a breach of service commitments?
You can request compensation for a breach of these Home Service commitments (except a second opinion and repair service quality)
By calling us on 91 991 78 21
You can request the review and/or compensation up to 30 calendar days after the end of the claim generating the commitment. SegurCaixa Adeslas will study the case and, if it is applied, economic compensation of €200 will be managed.
Do you need help?
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Declare a home insurance claim from your Customer Area |
Call us on 900 50 50 40 or on 91 489 43 17 |
Commitments associated with the arrangement of the SegurCaixa Hogar Completo product for claims covered in the policy, which is not applicable in the event of repair services requested by the customer for “Household assistance”. When the claim is filed, the insurance company may recommend different trusted assisted firms, provided that the nature of the claim permits the repair. In this case, if the customer so desires, it may contact and directly entrust the assistance company to repair the damage.
The assistance company is the one that assumes the possible economic compensation to which the policyholder may be entitled, for the breach of the commitments known as “Appointment with a workman” and “Urgent services”, except for force majeure, with the insurer being excluded at all times.
The insurance company is the one to assume the possible economic compensation to which the policyholder is entitled, for breaching the “Expert appointment”, “Expert report” and “Indemnity payment in 48 hours” commitments, except for force majeure.
The policyholder will be entitled to a maximum of one economic compensation per year provided that the “Commitments” are in force on the date on which the claim from which they derive leading to the compensation has been declared. Such compensation will be made effective before the end of December of the year in which the breach has been accepted by the assistance company or the insurer, where appropriate.
For further information, consult your policy’s contractual documentation.