Customer service standards

Our goal is to provide the highest quality services. Quality assurance is one of the most important principles of our business and covers all areas of our activities – from adhering to ethical standards and training our employees to building and nurturing long-term relationships with our customers.

Easier communication
Our customer service teams are trained to respond to your queries quickly and professionally. Whenever possible, customers are provided with the contact details of their designated contact person within Atradius to ensure that communication is as smooth and efficient as possible.

We constantly monitor this process to ensure that the quality of our services remains at the highest level. We would be grateful if you could share your opinions and experiences with these teams. Your feedback helps us to improve our operations, so every customer opinion is very valuable to us.

Simplified insurance administration
We provide help and support at every stage – from insurance administration to granting access to and using our online systems, such as Atrium and Atradius Insights.

We constantly strive to reduce the administrative burden on our customers related to policy management. When the policy renewal deadline approaches, we ensure that the process is clear and transparent, and that all necessary documentation reaches customers in advance.

All invoices we issue clearly state the amount, service provided and payment deadline.

Close cooperation in making credit limit decisions
Our duty is to make credit limit decisions in a timely manner and ensure that the customer is informed at every stage of the process.

We do not make decisions without informing the customer. We cooperate with customers to collect additional information about buyers and take into account the commercial relationship between the customer and its buyers. We also provide information on the creditworthiness of insured buyers to make policy administration processes simpler and more efficient.

If there is a need to reduce or cancel a credit limit, we try to inform the customer in advance so that the customer has sufficient time to consider and implement alternative business solutions (except in exceptional situations).

We avoid making promises we cannot keep. Our transparent appeals process is designed to help customers who want to request a reassessment of a decision.

Efficient claims administration and debt collection
We provide detailed instructions on how to submit claims, including how to notify us of overdue invoices.

We work closely with customers when handling claims and debt collection, regularly providing information on the progress of the case, coordinating recovery actions and aiming to transfer recovered funds as quickly as possible.

If it is not possible to pay all or part of the insurance claim, the customer is provided with a clear explanation and is given the right to appeal the decision.

Strengthening customer relationships
We believe that a deep understanding of our customers’ businesses, their strategies and the market allows us to provide the highest level of service and support. Our employees are constantly improving their professional knowledge, which is why they have an excellent knowledge of the sectors in which they operate and can offer the most appropriate solutions.

Contact us
If you have any questions or concerns, please contact your Atradius contact person. You can also contact our head office:

Atradius Crédito y Caución S.A. de Seguros y Reaseguros
Paseo de la Castellana 4
Madrid
Spain

Tel.: +34 902 120 082