Complaints management policy

The AdvanceCare complaints management policy reflects the organization’s vision, mission and values and quality policy, guaranteeing that quality of service is a constant objective in the relationship with Policy Holders, Insured Persons, Beneficiaries, Clients or injured third parties from a perspective of continual improvement.

The complaints management policy is therefore based on the following commitments:

  • Impartiality, transparency, rigor and celerity.
  • Maximization of client satisfaction.
  • Building a relationship of trust with Clients.
  • Continual improvement in processes and the services provided.
  • Compliance with legal obligations and regulations.

The CEO of AdvanceCare considers the complaints management policy to be a critical responsibility. Its principles are spread throughout all levels of the organization, becoming an integral part of the conduct of each employee and consequently of the organization as a whole.


Luis Drummond Borges – CEO

Find out more about the principles of our complaints handling processes as well as its scope and how to contact us.

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