Submitting a claim to Sumeria (Lydia Solutions)

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

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 and complementary information required to properly understand and resolve their claim.

Customer service

First, customers are invited to reach out to the Sumeria Customer Service (About Customer Service), whose advisors are trained to analyze the issue(s) encountered and provide a first answer, and can be contacted at the following email address: contact@sumeria.eu.

Claim modalities

If, after reaching out to Customer Service, the customer is still not satisfied with the answer provided, they can make a claim in two different ways:

• By email (fastest): at reclamation@isbs.eu. An answer will be given within 5 days following reception of the email. This channel is preferred for fast processing.
• By post: Lydia Solutions, TSA 60309, 75036 Paris Cedex, France. An answer will be given within 5 days upon reception of the letter.

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 directly contact the AFEPAME mediator for free, who can be reached without delay and in any case 2 months after sending a first written claim to the Lydia Solutions claims department (Lydia or Sumeria):

• By form available at the following address: https://www.mediationconso-ame.com/demande-de-mediation-ame.html
• By post at the address: Le médiateur de la consommation auprès de l’AFEPAME c/o AFECEI 36 rue Taitbout 75009 Paris

The AFEPAME Mediator’s website is accessible via the following link: https://www.mediationconso-ame.com/presentation-de-l-ame-conso.html

Customer service is committed to resolving claims as fast as possible. Sometimes, situations require an in-depth study, which can extend processing times.