Complaints

PROCEDURE FOR THE TREATMENT OF CLAIMS Date of writing: 30 January 2018 Subject: TREATMENT OF CLAIMS pursuant to ACPR's recommendation circular (2011-R-5 of 15/12/2011) Declaration: The declaration concerns individuals and professionals, it can be done by mail, email, telephone or fax according to the procedures below. The broker aims to permanently provide the customer with a quality service. If, however, the client encounters difficulties with the service delivered and wishes to submit a claim, the client can make a claim letter and return it to the Claims Department:

In writing to the following address: Sas GBC MOUNTAIN 298 Avenue du Maréchal Leclerc CS 80023 Residence Grand Coeur - Bât B 73704 Bourg Saint Maurice Cedex By mail to: reclamations@gbc-mountain.com By telephone on: 04 79 07 05 88 . In case of receipt by the broker, it will be transferred by the broker to the insurer with information of the customer on this transmission. The insurer will implement its internal procedure to handle the processing of this claim (acknowledgment of receipt within 10 working days maximum, examination and response to the customer within two months maximum).

In case of reception directly by the insurer, the insurer will take care of all the processing of the complaint (acknowledgment of receipt within 10 working days maximum, examination, and response to the customer within two months maximum). Unless otherwise provided by the protocol, the insurer will inform the broker of the outcome of the claim.

COMPLAINT EXCLUSIVELY INVOLVING THE BROKER IN THE CONTEXT OF HIS DELEGATION: If received by the insurer, it will be transferred by the insurer to the broker with information of the client on this transmission. The broker will implement its internal procedure to handle the processing of this claim (acknowledgment of receipt within 10 working days maximum, review and response to the customer within two months maximum). In the event of receipt directly by the broker, the broker will take care of all the processing of the complaint (acknowledgment of receipt within 10 working days maximum, examination, and response to the customer within two months maximum). Upon simple request from the insurer, a periodic report on the processing of claims will be communicated by the broker. Claim involving the Insurer and the Broker: The communication with the customer is managed as in the paragraph above. The broker and the insurer undertake to collaborate in order to process this claim and to try to find a common solution, which will be communicated to the client by the broker. Failing to reach this common solution, within 40 working days from receipt of the claim, the broker and insurer will regain their freedom as to the conditions of treatment and the content of the response reserved to the customer. Recourse to the mediator under a contract signed by an individual: If the answer is not satisfactory for the plaintiff, the plaintiff has the possibility to seize the mediator of the CSCA (Chambre Syndicale des Courtiers d'Assurances), it is a professional mediation, organized by a charter and accessible on Internet. Contact information : The Mediator of the CSCA - 91, Rue Saint Lazare - 75009 Paris E-Mail: le.mediateur@mediation-assurance.org Website: www.csca.fr The mediator gives an opinion within three months of receiving the complete file. Follow-up of the litigation: At any moment of the litigation, the claimant retains the possibility to seize the competent courts, the whole of the documents are kept five years as from the end of the treatment of the claim.