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Making a complaint
We make every effort to ensure you receive a top-quality service, both for your everyday needs (sales enquiries, provision of documents, administrative changes etc.) and in an emergency (emergency hospitalisation, repatriation, requests for prior agreement etc.). If, however, we have been unable to meet your expectations, this is the procedure you should follow should you wish to make a complaint:
1/ Send us an email at info [dot] expat [at] april-international [dot] com stating the reason for your grievance and providing as much background as possible (your original request, the response you expected and the response you received as well as the reason for your dissatisfaction etc.). Your usual contact will get in touch to find a solution that suits you.
2/ If you are not satisfied with the response and wish to provide additional information in support of your complaint, you should send it along with your previous submissions by post or email to our Complaints department who will make every effort to provide you with a response within a maximum of 48 working hours:
APRIL International Expat
110, avenue de la République
75127 Paris Cedex 11
Email: customerservice [dot] expat [at] april-international [dot] com
If for reasons beyond our control, your complaint cannot be processed within 48 working hours, we will let you know before this period has expired.
3/ If you are not satisfied with the response provided by our Complaints department, you can, if you wish and without prejudice to other legal remedies available to you, refer the matter to the relevant Ombudsman whose name and contact details will be provided on request by the Complaints department:
- post at: APRIL International Expat - Complaints department - 110 avenue de la République - CS 51108 - 75127 Paris, FRANCE,
- by telephone on + 33 1 73 02 93 93,
- by email at customerservice [dot] expat [at] april-international [dot] com.
We would inform you that the data collected in order to handle your complaint will be processed electronically by our company for the purposes of complaint monitoring and will be passed on for this purpose only to the insurer, their reinsurers and the APRIL holding company as well as to our partner service providers for the activation of your insurance cover.
Under the French Data Protection and Freedom of Information Act n° 78-17 of 6th January 1978 (amended), you have the right to access and query your personal information and to have this information corrected or deleted. You can exercise this right by contacting ourComplaints department whose contact details are provided above.