Complaints

Our website does not pretend to be perfect, and it may happen that commercial services or customer services do not give full satisfaction. We therefore imagine that one day, some of our customers may encounter difficulties leading them to file a complaint. We will do our best to find precise and rapid solutions for them according to their needs.

Commercial complaints

In case of disagreement or dissatisfaction with the operation of the assuranceski.com online sales site, please send your complaint to the following address Orion Ticket Neige, Complaints handling / Traitement des réclamations, 81 route de Saint-Jean de Monts, 85300 Le Perrier

Orion Ticket Neige will acknowledge receipt of your letter within 10 working days. It will be processed within 2 months at the most..

Complaints about insurance cover

In case of disagreement or dissatisfaction with the implementation of the insurance contract, please send your claim to the following address WTW France, Complaints Handling / Traitement des réclamations, Immeuble Quai 33, 33/34 quai de Dion Bouton , CS 70001, 92814 Puteaux Cedex

Complaints will be handled in the context of an amicable settlement within;

• ten working days from the date of receipt of the complaint, to acknowledge receipt, unless the response itself is provided to the Customer within this period,
• two months from the date of receipt of the complaint to the date of dispatch of the final response to the Customer.

Complaints on assistance services

In the event of disagreement or dissatisfaction with the implementation of the Repatriation Assistance service in Geographical Europe, we invite you to make this known to MUTUAIDE:

• By phone: +33.(0)1.55.98.71.46
• By e-mail: medical@mutuaide.fr

If you are not satisfied with the answer you receive, you can write to MUTUAIDE, Quality Service / Service Qualité Clients, 8/14 Avenue des Frères Lumière, 94368 Bry-Sur-Marne Cedex

MUTUAIDE will acknowledge receipt of your letter within 10 working days. It will be processed within 2 months at the most..

Insurance Médiator

Respectful of Article L 156-1 of the French Consumer Code, the Insurance Mediator is competent to intervene in any dispute that cannot be settled by means of a prior complaint submitted directly to the services of brokers (for Assur'Glisse & Assur'Green solutions, broker: WTW Montagne) and insurers (for Assur'Glisse & Assur'Green solutions, insurer-assistor: Mutuaide).

Consequently, if you are not satisfied with the response to your complaint from these parties and you are an individual, you can refer the matter to the Mediation officer. Referral to the Mediation officer is free of charge.

Once the investigation of your case has been completed, during which time the Mediation officer may request additional information or documents from the brokers and insurers or from you, he will issue a written opinion within three months, recommending a solution to the dispute. The findings and statements made by the Mediation officer may not be produced or invoked in further proceedings without the agreement of the parties.

The Mediator's contact details are as follows La Médiation de l'Assurance, TSA 50110, 75441 Paris Cedex 09

• By email: le.mediateur@mediation-assurance.org.
• Contact the Mediator via its website