Financial Consumer Services

The 1328 law of 2009 established a special regime for the protection of financial consumers with the following purposes: to strengthen the existing regulations on the matter, to seek contractual balance between the parties and to avoid asymmetry in information. To comply with these purposes, Everest Compañía de Seguros Generales Colombia S.A., implemented a System of Attention to Financial Consumers (SAC).

Our SAC aims to:

  • Maintain a culture of attention, respect and service to financial consumers is consolidated within our entity
  • Adopt mechanisms to provide adequate information to customers
  • Strengthen the procedures for the attention of their complaints, petitions and claims
  • Promote the protection of financial consumer rights, as well as their financial education

At Everest Compañía de Seguros Generales Colombia S.A., we are committed to providing you with a timely solution to all your complaints, claims and concerns.

You can contact us at:

Email: servicioalclientecolombia@everestglobal.com
Phone: +576019191133

You can also contact the auditor directly at
Leidy Fernanda Hermandez Arenas
E-mail: lfhernandez@kpmg.com
Telephone: +576016188000

If it is a complaint or a claim, you can use the following sample text:

Vigilado

To facilitate the attention of the request, the petitioner should include, as far as possible, the following information according to the request:

  • Full name of the Financial Consumer
  • Identification number of the Financial Consumer (ID or NIT)
  • Email address
  • Contact telephone numbers
  • Correspondence address
  • Residence or business address (depending on the type of request)
  • City of residence or company (depending on the type of request)
  • Policy or contract number
  • Full description of the request
Note: if the PQR (Spanish Acronym for Questions, Complaints or Claims) has to do with Law 1581 of 2012 on data protection, it must include a clear and precise description of the personal data with respect to which the Holder seeks to exercise any of its rights and indicate the corrections to be made by Everest Compañía de Seguros Generales Colombia S.A.

If the request is being made by a third party on behalf of the holder, it is mandatory to have:

 Documents proving the legal representation of the holder.

In the event that an interested party other than the Holder requests the rectification of the information and does not prove the capacity in which he/she is submitting the request, Everest Compañía de Seguros Generales Colombia S.A. will consider the request as not submitted until this documentation is received.

 

Financial Education

Everest Compañía de Seguros Generales Colombia S.A. considers it very important that you know the basic aspects of the insurance contract, we recommend you review the Practical Guide to Financial Education:

 

Financial Consumer Ombudsman

The Financial Consumer Ombudsman is independent from Everest Compañía de Seguros Generales Colombia S.A. and oversees:

  • Handling, free of charge and objectively, the complaints that you present against our entity
  • Representing financial consumers before Everest Compañía de Seguros Generales Colombia S.A., an activity that entails submitting reports containing recommendations, proposals and petitions to the Board of Directors of Everest Compañía de Seguros Generales Colombia S.A. at any time
  • Act as conciliator between the financial consumers and Everest Compañía de Seguros Generales Colombia S.A.

Matters excluded from the competence of the Financial Consumer Ombudsman:

  1. Those that do not correspond or are not directly related to the ordinary course of business of the operations authorized to Everest Compañía de Seguros Generales Colombia S.A.
  2. Those related to the labor relationship between the entity and its employees/contractors
  3. Matters related to the condition of shareholder of Everest Compañía de Seguros Generales Colombia S.A.
  4. Those that refer to matters that are in judicial or arbitration proceedings or have been resolved in these channels
  5. Those that correspond to the decision on the provision of a service or product
  6. Those that refer to events that occurred three (3) years or more prior to the date of submission of the application to the Ombudsman
  7. The facts that have occurred three (3) years or more prior to the date of filing the complaint
  8. Complaints that have been resolved and that are based on the same facts
  9. Those, whose amount, adding all the concepts, exceeds one hundred (100) legal monthly minimum wages in force at the time of their presentation

Procedure for filing complaints before the Financial Consumer's Ombudsman's Office

  • Any Financial Consumer may file a complaint before the Financial Consumer's Ombudsman at the offices of Everest Compañía de Seguros Generales Colombia S.A. This does not require any formality, except to be presented in writing, indicating the reason for the complaint, describing the facts and the rights considered violated, as well as the petitioner's full name, identification, and address, to which the corresponding response must be sent.
  • Financial Consumers may file their complaints with the Financial Consumer Ombudsman's Office, the Financial Superintendence or directly with Everest Compañía de Seguros Generales Colombia S.A. (through the mailboxes established by the company for the reception of complaints).
  • When a complaint or claim is submitted to Everest Compañía de Seguros Generales Colombia S.A. by the Financial Consumer Ombudsman, a maximum of 8 working days is allowed to answer the request and special considerations must be taken into account in case a shorter term is required at the request of the Ombudsman.
  • Once the Financial Consumer Ombudsman's Office validates the response given by Everest Compañía de Seguros Generales Colombia S.A., it will proceed to issue a pronouncement on the same and will inform the Financial Consumer of its decision.

In order to guarantee the total satisfaction of our clients, at Everest Compañía de Seguros Generales Colombia S.A. we would like to inform you about the Financial Consumer's Ombudsman:

Main Financial Consumer Ombudsman
Camilo Andrés Gaviria Velásquez
Hours of operation: Monday to Friday from 8:30 a.m. to 5:30 p.m. continuous day.
Address: Avenida 19 #114-09. Office 502
Telephone: +576012131322 - +576012131370
Cell phones: +573232322934 - +573232322911 - +573219240479
E-mail: contacto@pgabogados.com
Alternate Financial Consumer Ombudsman
Juan Sebastián Portilla Portilla
Hours of operation: Monday to Friday from 8:30 a.m. to 5:30 p.m. continuous day.
Address: Avenida 19 #114-09, Office 502. Bogota - Colombia
Telephone: +576012131322 - +576012131370
Cell phones: +573232322934 - +573232322911 - +573219240479
E-mail: contacto@pgabogados.com

Please learn the regulations of the Financial Consumer Ombudsman of Everest Compañía de Seguros Generales Colombia S.A. 

Consult the general conditions of your insurance policy at the Superintendencia Financiera de Colombia here.