Claims

At EUCARE, we understand that unexpected events can occur, and that's why we're here to help you navigate the insurance claims process. We strive to make the experience as seamless and stress-free as possible, ensuring that you receive the support you need during challenging times.

EUCARE works exclusively through the appointment of intermediaries who are also authorised to manage claims on behalf of EUCARE either directly or via third party administrators.

The step-by-step process to follow if you wish to lodge a claim is:
01.
Report the Incident: The first step in initiating a claim is to report the incident to the claims department of the intermediary from whom you purchased your insurance policy, or the nominated third-party administrator indicated on your insurance policy. Provide them with all the necessary details about the incident, including the date, time, location, and a description of what happened. The more information you can provide, the better they can assess your claim.
02.
Claims Evaluation: Once your claim is reported, a team of experienced claims adjusters will carefully review the information you provided. They may also request additional documentation, such as police reports, medical records, or photographs, to further assess the situation. We aim to complete this evaluation process promptly, ensuring a fair assessment of your claim.
03.
Coverage Verification: During the evaluation process, the claims adjustors will review your insurance policy to determine the coverage applicable to your claim. This step is crucial in establishing the extent of our liability and your eligibility for reimbursement. Our representatives will keep you informed of any coverage limitations or deductibles that may apply.
04.
Claim Resolution: Once all the necessary evaluations and verifications are complete, we will reach a resolution on your claim. If your claim is approved, our representatives will promptly initiate the payment process according to the terms of your policy. In cases where additional information is required, they will communicate with you and guide you through the necessary steps.
05.
Customer Support: We understand that navigating the insurance claims process can be overwhelming. That's why our representatives have a dedicated team of customer service representatives available to address any questions or concerns you may have along the way. Our goal is to provide you with clear and timely communication, keeping you informed about the progress of your claim.
Remember, our representatives are here to support you throughout the entire claims process. If you ever feel unsure or have any questions, don't hesitate to reach out to our representatives’ claims department. We are committed to delivering exceptional service and will be constantly overseeing our representatives’ operations, ensuring that you receive the assistance you need.

Complaints

We are committed to providing high-quality insurance services and to treating our customers fairly, professionally and with due care. We value customer feedback as an important means of maintaining trust and continuously improving our products, services and processes. If you are dissatisfied with any aspect of your insurance product, policy, claim or service, your complaint will be taken seriously and handled fairly, impartially and in a timely manner, in accordance with applicable regulatory requirements. As we provide non-life insurance products in the Netherlands and France through insurance intermediaries, the complaints process may differ depending on the relevant market, the product concerned and the intermediary through which your insurance was arranged and intermediary. The sections below explain how to submit a complaint, how it will be handled and the options available should you remain dissatisfied with the outcome.

You may find the procedure to file your complaint below based on your country:
Netherlands
France
complaints

For Customers

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EUCARE Insurance PCC Ltd is a Malta-registered protected cell company with limited liability (registration number C 88658), authorised and regulated by the Malta Financial Services Authority (MFSA) to carry on the business of non-life insurance, with its head office at 16, Europa Centre, Triq John Lopez, Il-Furjana FRN 1400, Malta.

The Company is authorised to operate in the Netherlands under the freedom of establishment regime and is listed in the Public Register maintained by De Nederlandsche Bank (DNB) as an EEA non-life insurer with a branch in the Netherlands (registration number DNB:R203626).

EUCARE Insurance PCC Ltd’s Dutch Branch with address at Watermanweg 100E, 3067GG Rotterdam, the Netherland, is registered with the Dutch Trade Register (Kamer van Koophandel) under number KvK- 99338262.
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