Qui peut bénéficier des assurances Neutra et Dentalis ?

Les assurances Neutra et Dentalis sont exclusivement réservées aux personnes affiliées à l'assurance complémentaire de l'une des Mutualités Neutres francophones : Mutualia ou La Mutualité Neutre. Cela inclut les titulaires ainsi que les personnes à charge. La souscription est possible à tout âge, sans examen médical préalable.

Comment souscrire à une assurance ?

Pour souscrire à l'une de nos assurances, il vous suffit de vous rendre sur notre page souscription et de suivre les étapes indiquées.

Votre enfant peut être couvert par notre assurance hospitalisation dès sa naissance, à condition qu'il soit affilié à l'une des Mutualités Neutres francophones. L'inscription de votre enfant prendra effet à partir de sa date de naissance (sauf pour le produit Neutra Top). Lorsqu'un enfant de moins de 12 ans est hospitalisé, les frais de séjour d'un parent accompagnant peuvent également être pris en charge, selon le produit souscrit.

Que faire en cas de maladie grave ?

Pour ouvrir un dossier de maladie grave, vous devez fournir le formulaire de demande d'intervention dûment complété ainsi qu'un rapport médical de votre spécialiste. Pour le remboursement des soins, transmettez au service Neutra les quittances de remboursement de la mutuelle, les relevés de pharmacie, les factures de soins ambulatoires et si nécessaire une attestation de déplacements.

MiFID

Acting with integrity in your best interests

MiFID is the European Directive of May 15, 2014 on markets in financial instruments (“Market in Financial Instrument Directive”).

In accordance with these regulations, insurers are required to act honestly, transparently, fairly, and professionally, serving the best interests of their policyholders and insured parties.

Out-of-court settlement of complaints

SMA Neutra aims to deal with complaints made against it by its policyholders, subscribers, and any third parties as quickly and appropriately as possible.

What is meant by “complaint”?

A complaint can be defined as any expression of dissatisfaction made in writing by a person to an insurance company concerning an insurance contract concluded with that company or a service provided by that company or a person or company acting on behalf of that insurance company.

Examples of complaints:

Failure to provide information or respond when processing a claim;
Problems with reimbursement of healthcare costs;
Quality of service.

How to file a complaint?

All complaints must be sent to SMA Neutra in writing by email (gestion-des-plaintes@neutrahospi.be) or post (Rue de Joie, 5 – 4000 LIEGE) for the attention of the COMPLAINTS department.

If it appears that a definitive response cannot be provided within one week of receipt of your complaint at SMA Neutra's headquarters, an acknowledgment of receipt will be sent to you within five business days of receipt.

In any case, we are committed to providing a definitive response to your problem within the legal deadline of forty-five days.

If you are not satisfied with the response provided by SMA Neutra, you may contact the Insurance Ombudsman (Square de Meeus, No. 35, 1000 Brussels – tel.: 02/547.58.71 – fax: 02/547.59.75 – email: info@ombudsman-insurance.be – website: www.ombudsman-insurance.be).

All of this is without prejudice to the possibility of taking legal action.

Languages of communication

Policyholders and insured parties can contact SMA Neutra in French, Dutch, German, and English.

Management of conflicts of interest

SMA Neutra has a general and legal obligation to act honestly, fairly, and professionally in order to best serve the interests of its clients.

In concrete and simplified terms, this means that SMA Neutra must:

Fulfill its duty of care and protect the interests of its clients. To this end, information regarding the requirements and needs of its clients must be collected;
Fulfilling its duty to provide information: before any subscription, clients must be informed in a clear, accurate, and non-misleading manner about SMA Neutra and the insurance contracts offered;
The implementation of a policy for managing conflicts of interest, namely:
- Identifying conflicts of interest that may potentially arise between SMA Neutra and its clients or between clients themselves;
- maintaining an up-to-date list of these potential conflicts of interest;
- implementing organizational and administrative measures designed to prevent conflicts of interest from arising;
- implementing a policy for managing conflicts of interest when they cannot be avoided. In this case, SMA Neutra is also bound by an obligation of transparency towards its clients: it must inform them, before the transaction is carried out, that the various measures put in place are not sufficient to prevent a conflict of interest from arising;
- keeping a register of conflicts of interest that have arisen.

This conflict of interest management policy can be obtained upon request by emailing compliance@neutrahospi.be.

Responsible publisher

SMA Neutra – www.neutrahospi.be
Rue de Joie 5 – 4000 Liège
Tel: 04/254.54.90
Approved by the Mutual Insurance Control Office, Avenue de l'Astronomie 1, 1210 Brussels, under no. 250/2

Supervisory authorities

Mutual Insurance Companies Supervisory Office – www.ocm-cdz.be
Avenue de l’Astronomie, n°1, 1210 Brussels
Tel: 02/209.19.11

Financial Services and Markets Authority – www.fsma.be
Rue du Congrès, n°12-14, 1000 Brussels
Tel: 02/221.21.11

National Bank of Belgium – www.nbb.be
Boulevard de Berlaimont, n°18, 1000 Brussels
Tel: 02/221.21.11

Miscellaneous

List of external mandates of directors and members of the Executive Management.