Transparency Policy

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The criteria we use to select and compare insurers' products

Insurance brokerages are the only qualified professionals authorised to advise you with the strictest independence and impartiality in relation to insurance companies.

The advice we give you is therefore based on an objective analysis, consisting of a general review of insurance contracts offered by a sufficient number of insurers operating in the market, taking into account what best matches your request and your profile, with a view to giving you a correct, personalised recommendation of cover suited to your requirements and needs.

For this reason we negotiate distribution agreements with insurers, both general and specialist, that are able to offer the best insurance products, so that we can propose the alternative best suited to your needs.

Aside from the experience gained over the years and our knowledge of the sector, the criteria taken into account when choosing the insurers with which we establish commercial relationships, for the purpose of placing risks, are based on the following:

• We assess the solvency of the entity whose products we intend to distribute, and check that it holds authorisation from the Directorate-General for Insurance and Pension Funds (Dirección General de Seguros y Fondos de Pensiones).
• We examine the terms of the policies in the classes of insurance that are of interest to our clients, reviewing cover, exclusions, excesses, prices and other conditions, as well as assessing aspects such as service, attention and handling in the event of a claim.

Insurers whose products we offer, and the contractual relationship with the distributor

In accordance with insurance distribution regulations, we negotiate the best terms for distributing products with insurers, without these agreements ever affecting our independence as advisers, since the broker acts on behalf of the client, not the company.

Under these commercial agreements, we offer prospective policyholders the option of taking out insurance products with insurers, underwriting agencies and other collaboration agreements.

What our service costs

In principle, our service is free of charge for the client. As required by the regulations governing our activity, the remuneration received by the insurance broker from the insurer takes the form of commissions.

In some cases, due to the complexity of the product, or as with the sale of insurance-based investment products, a fee may be agreed with the client in writing, and you will be informed beforehand of the amount or how it is calculated, in which case a separate invoice will be issued, distinct from the premium receipt.

Whether the insurance price shown at the end of the process is guaranteed

Through our multi-quote process you will quickly and easily obtain prices and comparisons of the options we offer.

In some cases only a single product may be offered, but in every case we will have first carried out a thorough market study in which we rigorously assessed the alternatives; whether because it is a specially negotiated product, has a more competitive cost, offers different cover, or because the market offer is limited, there will be an alternative available and you will be informed accordingly.

Depending on the company, you will be told whether the final price is guaranteed or may vary depending on the risk and cover. In any case, you will always know the final price when you take out the policy.

For distance contracting through other channels, we will always inform you of the final premium price.

Insurance taken out at a distance (whether life or non-life)

Policyholders have the right to withdraw from the contract without giving reasons and without penalty, provided that:

• It is NOT a contract in which the policyholder bears the investment risk, or in which the guaranteed return depends on the investments allocated to the contract (unit-linked policies).
• It is NOT travel or baggage insurance with a term of less than one month.
• It is NOT insurance with a term shorter than the withdrawal period provided for.
• It is NOT compulsory insurance for the policyholder.
• It is NOT an insured pension provision plan (life insurance contracts with the same purpose and structure as pension plans).

The intention to withdraw must be sent to the insurer, on paper or another durable medium, within 14 days (non-life) or 30 days (life), counted from the date on which the policyholder is notified that the contract has been concluded, or from receipt of the contractual information if this is received later.

This transparency policy will be reviewed annually and amended if any change occurs.

In the event of complaints and claims

We have an outsourced customer service department responsible for handling and resolving your complaints and claims, through AUNNA, the Spanish Association of Insurance Broking Firms (Asociación de Empresarios Corredores de Seguros), whose details are as follows:

If you are not satisfied with the resolution, or receive no response, within two months you may refer the matter to the Complaints Service of the Directorate-General for Insurance and Pension Funds (Dirección General de Seguros y Fondos de Pensiones):

• On paper, by addressing your letter to the Complaints Service of the Directorate-General for Insurance and Pension Funds, at Calle Miguel Ángel, 21, 28010 Madrid (temporary address).
• Electronically, with an electronic signature, via the website of the Directorate-General for Insurance and Pension Funds.