We are here to listen.

1. Where to submit a complaint

Complaints should be addressed to our Complaints Management Centre through the following channels:

• Responsible department: Complaints Management Centre
• Address: Rua Comandante Kwenha, 263, Luanda
• Email: centrodereclamacoes@trevoseguros.co.ao
• Telephone: +244 948020043

Other ways to submit a complaint: Complaints may be delivered in person at any Company branch, sent by post or recorded directly in the Complaints Book.

2. Essential complaint details

To ensure a prompt and effective assessment, your complaint should include:

a) A clear written statement of the facts;
b) Full identification of the complainant and their representative, if applicable;
c) Their capacity (policyholder, insured party, beneficiary, injured third party, etc.);
d) Up-to-date contact details;
e) Identification document number;
f) A detailed description of the facts, including those involved and the date of the incident;
g) The place and date on which the complaint is submitted.

3. The Company's response times

After receiving your complaint, the Company undertakes to meet the following deadlines:

• Notification within 5 working days: to inform you that the complaint does not meet the necessary requirements. In this case, the complainant has 10 working days to correct and provide the missing details.
• Response within 5 working days: to communicate that the complaint will not be accepted because it does not fall within the definition of a complaint.

Final response within 15 working days: to communicate the decision, provided the complaint is complete and accepted for assessment.

Note: In particularly complex cases, the final response deadline may be extended to 20 working days. The Company will inform the complainant within 5 working days if it cannot meet the initial deadline.

If the Company's response is unsatisfactory or is not issued within the specified deadline, you may refer the matter to the Customer Ombudsman.

1. Where to submit a complaint

Recipient: Trevo Seguros Customer Ombudsman, Dr. Laurentino Canga

Address: Rua Major Kanhangulo, No. 11, 2nd Floor C, Torre Ambiente, Luanda

Email: provedordocliente@trevoseguros.co.ao

Telephone: +244 923412011

Please note: Referral to the Customer Ombudsman is only possible if:

• The complaint has been submitted to the Complaints Management Centre and no response has been received within the applicable statutory deadline (15 or 20 working days); or
• The complainant disagrees with the Company's final decision.

2. Required complaint details

The complaint must contain the details listed under 2. Essential complaint details in the Make a complaint section.

The Company or the Customer Ombudsman may decline to accept a complaint in the following circumstances:

Essential information needed for its assessment is missing and the complainant does not rectify this.

The matter falls within the jurisdiction of arbitration bodies or courts, or has already been decided by them.

The content is identical to a previous complaint from the same complainant about the same matter that has already received a response, unless new facts are presented.

The complaint is made in bad faith or contains offensive or abusive language.

Policyholders, insured parties, beneficiaries and injured third parties may submit a complaint to the insurance supervisory authority concerning acts or omissions by Trevo Seguros, provided one of the following conditions is met:

• No agreement on a resolution has been reached through either Trevo Seguros' Complaints Management Centre or the Customer Ombudsman;
• The complaint is not pending before another body and the entity complained about has not responded within a maximum of 20 working days from receipt; or
• A response has been given, but the complainant disagrees with it.

Complaints meeting these conditions should preferably be submitted using the form available on the insurance supervisory authority's portal, providing the required information and documents, namely:

• The complainant's full name and contact details and, where applicable, those of their representative;
• The complainant's identification document or identification document number;
• A power of attorney granted by the complainant to their representative, where applicable;
• Identification of the entity complained about;
• A description of the facts;
• Copies of evidence of losses suffered and expenses incurred, where applicable;
• A copy of the complaint submitted to the entity concerned and proof of the submission date;
• The response from the entity's Complaints Management Centre or Customer Ombudsman, if any.

Where applicable, also provide the policy or contract number, claim reference and complaint reference assigned by Trevo Seguros.

Policyholders, insured parties, beneficiaries and injured third parties are entitled to bring proceedings before the courts and/or use out-of-court dispute resolution mechanisms, including those relating to cross-border disputes.