Circular Anexo 2131

APPENDIX 1 - INFORMATION ON CUSTOMER SERVICE AND SUBMISSION OF QUERIES AND CLAIMS

BY VIRTUE OF CIRCULAR NO. 2131 OF NOVEMBER 28, 2013, INSURANCE COMPANIES, INSURANCE BROKERS AND CLAIMS ADJUSTERS MUST RECEIVE, RECORD AND RESPOND TO ALL PRESENTATIONS, QUERIES OR CLAIMS SUBMITTED DIRECTLY TO THEM BY THE CONTRACTING PARTY, INSURED, BENEFICIARIES OR LEGITIMATE INTERESTED PARTIES OR THEIR REPRESENTATIVES.

THE PRESENTATIONS MAY BE MADE AT ALL THE OFFICES OF THE ENTITIES WHERE THE PUBLIC IS SERVED, IN PERSON, BY MAIL, BY ELECTRONIC CHANNELS, OR BY TELEPHONE, WITHOUT ANY FORMALITIES, DURING NORMAL BUSINESS HOURS.

UPON RECEIPT OF A PRESENTATION, INQUIRY OR COMPLAINT, IT MUST BE ANSWERED AS SOON AS POSSIBLE, WHICH MAY NOT EXCEED 20 WORKING DAYS FROM ITS RECEIPT.

THE INTERESTED PARTY, IN CASE OF DISAGREEMENT WITH RESPECT TO THE INFORMATION PROVIDED, OR WHEN THERE IS AN UNJUSTIFIED DELAY IN THE RESPONSE, MAY APPEAL TO THE SUPERINTENDENCY OF SECURITIES AND INSURANCE, AREA OF INVESTOR AND POLICYHOLDER PROTECTION, WHOSE OFFICES ARE LOCATED AT AV. LIBERTADOR BERNARDO O'HIGGINS N° 1449, PISO 1°, SANTIAGO, OR THROUGH THE WEB SITE WWW.CMFCHILE.CL