Complaints

From the outset, our mission has been to provide assistance in all emergency situations, offering a caring, high quality service and a willingness to listen. We diversify each year, to support our policyholders and to make life easier for them. Whatever their situation, we contribute our talent and resources to bring them safety, security and peace of mind.



You wish to submit a complaint

A complaint is a declaration confirming your dissatisfaction concerning the implementation of the assistance guarantees or your dealings with IMA during their application (a request for services, a request for information, for clarification or for an opinion are not considered as a complaint).

In the case of a complaint, in the first instance, please begin by contacting your usual contact person.

If no solution is forthcoming, please then contact IMA Customer Services by completing the contact form below via the www.ima.eu website, Complaints or by writing to 118 avenue de Paris - CS 40 000 - 79 033 Niort Cedex 9.
Customer Services will acknowledge receipt of your complaint within 10 working days of the date of receipt and will reply within a maximum of two months.

As a last resort, if the dispute remains unresolved after you have received a reply from Customer Services or if no reply has been received within the set deadline, you can contact the Médiateur de l’Assurance (insurance ombudsman) by email at the following address: www.mediation-assurance.org or by post, writing to the following address: La Médiation de l’Assurance - TSA 50110 - 75441 PARIS CEDEX 09 or any other designated ombudsman as stated in your policy.
The application to the ombudsman must be submitted within a period of one year following the written complaint.