Scope and means of contact

A complaint is considered to be any manifestation of dissatisfaction in respect of the management of a product or service, revealed through a specific case.

The following situations are not considered complaints:

  • Requests for information and clarifications.
  • Questions directly related to the contractual conditions of policies.

If you wish to submit a complaint or obtain information about the status of the complaint, you can do so using one of the following forms. Choose the area of service to which your complaint relates:

  • Complaints related to insurance/health plans, click here.

If you prefer, use one of the following means of contact if the complaint is related to insurance/health plans:

  • Email: reclamacoes@advancecare.com
  • Address: Rua Alfredo Guisado, n.8 – 10, 1500 – 030 Lisboa, Portugal
  • Telephone/Fax: 21 322 56 79

Or, one of the following means of contact, if the complaint is related to “Products for you” acquired from the AdvanceCare website:

  • Email: formulario.portal@advancecare.com
  • Address: Rua Alfredo Guisado, n.8 – 10, 1500 – 030 Lisboa, Portugal
  • Telephone/Fax: 707 100 005

Necessary information for complaints – Insurance/health plans:

  • Full name of the complainant and, if applicable, their representative.
  • Insured Person Number of the complainant (if there is no citizen’s card number and if it is a complaint concerning insurance or health plans).
  • Contact details of the complainant and, if applicable, of their representative.
  • Capacity of the complainant (namely the policy holder, insured party, beneficiary or injured third party, or their representative, or another person).
  • Description of the facts leading to the complaint, with identification of the parties involved and the date on which the facts occurred (except when clearly impossible).

Information necessary for complaints – Products for you:

  • Full name of the complainant.
  • Contact details of the complainant.
  • Identification of the complainant (identity card/citizen’s card number).
  • Identification of the voucher acquired.
  • Description of the facts leading to the complaint, with identification of the parties involved and the date on which the facts occurred (except when clearly impossible).
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