As we are dependent on the providers and their responsiveness, we cannot commit ourselves to a specific delay.
However, we do our utmost to process claims as quickly as possible and keep you informed of the progress of your request.
We treat each claim individually and personally. The processing time will therefore depend on the complexity of the situation.
As a general rule, 90% of claims are processed in less than a week. The remaining 10% correspond to very complex situations, requiring several exchanges with the local service provider.
For example, if you contact us because the service provider was not at the meeting place indicated on your exchange voucher, we'll have to check with him:
- whether the meeting place was correct
- whether he was present at the location
- Whether they had a telephone conversation with you
- whether he has a recording of the call.
We will also need to check that the information on our website and on your voucher was correct.
Please note that whatever the case and however long it takes to process, we are committed to seeing the investigation through to the end and providing you with a response.
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