Intermediation Conditions

The insurance distribution activity of our office consists of providing advice on insurance contracts, proposing insurance contracts or carrying out other preparatory work for their conclusion, concluding such contracts, or contributing to their management and execution, in particular in the event of a claim.

In order to offer you an optimal service, our office has decided to categorise all its clients as retail clients. You have been informed of the possibility of requesting to be categorised as a professional client, provided you meet the criteria set out in the annex to the Royal Decree of 19 December 2017 laying down the rules and procedures for transposing the Markets in Financial Instruments Directive referred to in Article 20 of the Royal Decree of 18 June 2019 implementing Articles 5, 19°/1, 264, 266, 268 and 273 of the Law of 4 April 2014 on insurance. Professional client status may entail a lower level of protection.

The use of a website to inform a client is considered appropriate when the client has regular access to the internet, which is inferred from the fact that they have provided an email address. In case of doubt, the client will inform the office.

The quality of our services depends on the quality of the information you provide us with. It is therefore important that, as a client, you communicate correct and complete information to our office. If you provide incorrect or incomplete information, our office cannot be held responsible for the consequences. In the context of our services, you will receive various documents from our office. It is your responsibility to read them carefully. Our office is available at all times to provide any explanations, remarks and/or clarifications.

Both parties, both our office and you as a client, undertake not to disclose to third parties any confidential information concerning the other party of which they became aware in the context of this collaboration, with the exception of information that must be communicated to third parties for the proper performance of the contract (e.g. insurer, reinsurer, expert, etc.) and legal exceptions.

Client satisfaction is a priority for our office. In accordance with its internal policies and procedures, our office has established a client complaints management system. This system aims to examine complaints concerning an insurance contract or an insurance service provided in an expert and honest manner. Any detailed complaint may be submitted by email or letter. Our office undertakes to respond to it.

At any time, if you wish or if the handling of your complaint by our office has not given you satisfaction, you may contact the :

Insurance Ombudsman Service
Square de Meeûs 35 — 1000 Brussels
Tel. : 02/547.58.71 — Fax : 02/547.59.75
Email : info@ombudsman.as
Website : www.ombudsman.as

Qualified entity competent for insurance of the Consumer Mediation Service.

In the context of the fight against money laundering and the financing of terrorism, and in application of the Law of 18 September 2017 on the prevention of money laundering and terrorist financing and on limiting the use of cash, you undertake to answer the questions that our office is required to ask you in this context and to provide the required documents upon first request.

In the context of its insurance distribution activities, our office is not responsible for the solvency of the insurance companies.

These conditions are governed by and interpreted in accordance with Belgian law.