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¿Cómo afecta a las aseguradoras la ley 10/2025, de 26 de diciembre, por la que se regulan los servicios de atención a la clientela? - Despacho de abogados Gómez-Acebo & Pombo
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¿Cómo afecta a las aseguradoras la ley 10/2025, de 26 de diciembre, por la que se regulan los servicios de atención a la clientela?

icon 29 de enero, 2026

La Ley 10/2025 modifica la Ley 44/2002 y obliga a actualizar el reglamento del servicio de atención a la clientela. Entra en vigor el 28/12/2025, con doce meses de adaptación. Refuerza la accesibilidad y la atención personalizada; prohíbe contestadores y desvíos desde números gratuitos a líneas de pago. Exige separar el servicio de atención a la clientela de funciones comerciales y de la formación especializada del personal, incluida la atención a los colectivos vulnerables. Además, amplía la información al cliente, prohíbe reclamar por teléfono y permite lenguas cooficiales. Asimismo, establece acuse con clave identificativa y nuevas inadmisiones; fija el plazo de un mes para resolver las reclamaciones en el servicio de atención a la clientela y de noventa días ante la Dirección General de Seguros y Fondos de Pensiones, y precisa los requisitos de admisión.

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Autor/es

Pablo Muelas – Socio

Gloria García Caballero

Tipología

Análisis

Áreas y sectores

Seguros y Fondos de Pensiones