Sending a claim to Lydia Solutions

On top of a customer service providing customized assistance, Lydia Solutions (Lydia and Sumeria) provides customers with a department dedicated to claims. This specialized team guides and helps customers.

Preliminary steps

Documents

Written conversations are preferred in order to ensure smooth and full assistance. In this sense, customers are asked to share any document or complementary information required to understand the situation and resolve the claim. This is important as it allows Lydia Solutions to understand and analyze customers' situation to the fullest and provide them with a detailed explanation or adequate solution.

Customer service

First, customers are asked to reach out to Lydia Solutions via the various communication channels they already have access to. Customer service advisors are trained to provide a first answer.

Claim modalities

There are different ways to make a claim:

  • By email (fastest): at reclamations@ibs.eu. An answer will be given within 5 working days. This method is the preferred one for fast and efficient answers.
  • By post at Service Réclamation, 14 avenue de l'Opéra 75001 Paris. An answer will be given with 5 working days upon reception.
  • Via the French SignalConso platform: https://signal.conso.gouv.fr/fr/comment-ca-marche
Customers can also make a claim during conversations with customer service.

In case of a dispute regarding a decision taken by Lydia Solutions, customers can contact the AFEPAME mediator 2 months after the written claim was first made and sent to Lydia Solutions:

  • by post to:

M. le Médiateur de la Consommation de l’AFEPAME

C/O WEBHELP – Zac de Gray

Impasse Clément Ader 70100 Gray

Customer service is committed to process claims as fast as possible. However some situations require a more in-depth analysis that can extend processing times.

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