Qué es una queja ante al seguro
Una queja no es más que «denunciar» o informar de una desatención, demora o cualquier otro tipo de actuación deficiente de la entidad aseguradora hacia el usuario, sea éste asegurado, perjudicado o beneficiario en un percance.
¿Cuándo te quejarás?
Al final del proceso y si acabó bien, te quejarás si tardaron en pagarte, no te atendieron bien y con la debida diligencia, no te informaron correctamente o cualquier otra circunstancia. La queja está pensada para transmitir a la aseguradora una pataleta y, si lo crees pertinente, al supervisor del mercado (Dirección General de Seguros y Fondos de Pensiones -DGSFP-) de algo que fue mal en el proceso de tramitación de alguna cosa con el seguro. En la queja no reclamas nada para ti. Sólo informas de manera más o menos vehemente de aquello que te ha hecho enfadar o no ha ido del todo bien.
¿Cómo plantear una queja?
La orden ECO/734/2004 te expone cómo plantear una queja ante el Servicio de Atención al Cliente (SAC) de la Aseguradora la cual debe tener un correo electrónico habilitado para tal fin. Además debe haber un responsable del SAC para dirigírsela. Deben contestarte antes de 1 mes (la orden pone 2 meses pero la Ley General para la Defensa de los Consumidores y Usuarios establece 1 mes), donde si la queja no se resuelve correctamente podrás redirigir esa queja ante la DGSFP.
¿Cómo valorarias a tu aseguradora?Comparte tu opinión con otros usuarios en RankiSeguros. |
La orden ECC/2502/2012 te dice cómo presentar la queja ante la DGSFP. En teoría la DGSFP debe contestarte antes de 4 meses, pero tardarás unos 3 años.
En teoría, si la aseguradora ha obrado mal y tu queja llega ante la DGSFP sirve como denuncia para que le pongan una multa. Pero si multan o no a la aseguradora no lo sabrás.
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