Complaint Management Policy
(Pursuant to Isvap Regulation no. 24 of 19/05/08 and Ivass Order no. 46 of 03/05/16)
The policyholder, the insured party, the beneficiary, or the injured party, without prejudice to the possibility of recourse to the judicial authorities, have the right to submit a complaint in writing, under the terms set out below, to the intermediary or the insurance company.
Complaints addressed to the intermediary must be sent in one of the following ways to one of the addresses below:
- Registered mail
Company name: AIMUW SPA
Address: Piazza Sallustio, 9
Postal code – City: 00187 Rome
Email address: reclami@aimuw.it
- Certified email (PEC)
Certified email address: aimuwpec@legalmail.it
With regard to the management of complaints relating to the conduct of intermediaries, their employees, and collaborators, Article 10 ter of IVASS Provision No. 46 of 2016 identifies the principal company as the competent authority for the investigation.
The decision to place the responsibility on the company is attributable to the need to protect consumers, guaranteeing them a rapid and comprehensive handling of their complaints. The intermediary may, however, be called upon to participate in the investigation phase, stating their position on the specific complaint.
The following complaints are the responsibility of the intermediary:
- concerning compliance with the rules of conduct set out in Article 183 of the CAP (Private Insurance Code);
- concerning the conduct of its employees and collaborators, as specifically regulated by IVASS Regulation No. 40 of August 2, 2018.
The Company must respond within 45 days of receiving the complaint, at the address provided by the complainant. For complaints concerning the conduct of an agent, rather than a collaborator or employee of the latter, the above response period may be suspended for a maximum of 15 days in order to ensure that the intermediary is given the opportunity to express their position on the subject of the complaint, as required by law.
The complaint may be addressed to the relevant insurance company at the addresses indicated below, or by following the instructions in the relevant Complaints Sections of the Company’s websites:
- MANDATING COMPANY CATTOLICA/GENERALI ITALIA SPA
Address: Lungadige Cangrande, 16- 37126 Verona
Email:cattolica@pec.generaligroup.com reclami.it@generali.com
Company website – Complaints section: www.cattolica.it reclami.it@generali.com
- COMPANY ALLIANZ NEXT SPA
Address: Piazza Tre Torri 3, 20145 Milan
Email: allianznext@legalmail.it
Company website – Complaints section: www.allianznext.it/assistenza-e-contatti/contatti/reclami
- PRINCIPAL COMPANY: ALLIANZ SPA
Address: Piazza Tre Torri, 3- 20145 Milan
Email: allianz.spa@pec.allianz.it
Company website – Complaints section: www.allianz.it – Letter addressed to Allianz S.p.A. – Pronto Allianz – Customer Service – Piazza Tre Torri 3 – 20145 Milan
- PRINCIPAL COMPANY: BENE ASSICURA
Address: Via dei Valtorta, 48, Milan 20127
Company website – Complaints section: www.bene.it reclami@bene.it
- PRINCIPAL COMPANY: BERKSHIRE Hathaway International Insurance Limited General Representative for Italy
Address: Corso Italia 13, 20122 – Milan MI
Email:direzione@bh-italia.com ; bh-italia@legalmail.it
Company website – Complaints section: www.bh-italia.com; reclami@bh-italia.com
- PRINCIPAL COMPANY: EUROPE ASSISTANCE ITALIA SPA
Address: Via del Mulino, 4 -20057 Assago (MI)
Email: europAssistanceitaliaspa@pec.europassistance
Company website – Complaints section: www.europassistance.it Email:ufficio.reclami@europassistance.it ; certified email: reclami@pec.europassistance.it
- PRINCIPAL COMPANY ITAS MUTUA
Address: Piazza delle Donne Lavoratrici, 2 38122 Trento
Email:itas.mutua@pec-gruppoitas.it
Company website – Complaints section: www.gruppoitas.it reclami@gruppoitas.it
- PRINCIPAL COMPANY: LIBERTY (Liberty Mutual Insurance Europe SE)
Address: Via Fabio Filzi, 29- 20124 Milan
Email: libertyitalia@legalmail.it
Company website – Complaints section: www.libertyspecialtymarkets.com complaints@libertyglobalgroup.com
- PRINCIPAL COMPANY: CHUBB EUROPEAN GROUP SE
Address: Via Fabio Filzi, 29- 20124 Milan
Email: info.italy@chubb.com
Company website – Complaints section: www.chubb.com/it ufficio.reclami@chubb.com
- PRINCIPAL COMPANY: LLOYD’S INSURANCE COMPANY S.A.
Address: Corso Garibaldi 86 -20121 Milan
Email: complaints@lloyds.com
Company website – Complaints section: www.lloyds.com
- INSURANCE COMPANY: REVO INSURANCE SPA
Address: Viale dell’Agricoltura 7, 37135 Verona
Email revo@pec.revoinsurance.com
Company website – Complaints section: www.revoinsurance.com
- PRINCIPAL COMPANY: UNIPOLSAI SPA
Address: Via Stalingrado, 45- 40128 Bologna
Email: unipolsaiassicurazioni@pec.unipol.it
Company website – Complaints section: www.unipolsai.itreclami@unipolsai.it or reclami@pec.unipolsai.it
- PRINCIPAL COMPANY: UNISALUTE SPA
Address: Via Larga, 8 40138 Bologna
Email unisalute@pec.unipol.it
Company website – Complaints section: https://www.unisalute.it/home reclami@unisalute.it
- PRINCIPAL COMPANY: ZURICH INSURANCE
Address: Via Benigno Crespi, 23 20159 Milan
Email: zurich.insurance.Plc@pec.zurich.it
Company website – Complaints section: www.zurich.it https://www.zurich.it/in-caso-di/reclamo
- PRINCIPAL COMPANY: NET INSURANCE SPA
Address: Via Giuseppe Antonio Guattani, 4 00161 Rome
Email netinsurance@pec.netinsurance.it
Company website – Complaints section: www.netinsurance.it ufficio.reclami@pec.netinsurance.it
- PRINCIPAL COMPANY: ELIPS LIFE LTD
Address: Via San Prospero, 1 20121 Milan
Email: reclami@pec.elipslife.com
Company website – Complaints section: https://www.elipslife.com/it/ita/Legal
- PRINCIPAL COMPANY: VHV ITALIA ASSICURAZIONI SPA
Address: Via Ippolito Caffi 83 , 32100 Belluno
Email: reclami@vhv.it
Company website – Complaints section: https://vhv.it/
- PRINCIPAL COMPANY: AWP P&C S.A.
Address: Via Cordusio, 4 – 20123 Milan,
Email:reclamiAWP@allianz.com certified email: reclami.awp-pc@legalmail.it
Company website – Complaints section: https://www.allianz-partners.com/it
***
The complaint must include:
- Personal details of the complainant (first name, last name, postal address – if available, also
certified email address – telephone number, if applicable);
- Name of the relevant insurance company;
- A clear and concise description of the reason for the complaint, accompanied by any information useful for understanding the report (for example, the following information will contribute to a clearer understanding of the report: policy number, date of the event, number and date of any accident, etc.);
- A copy of any complaint already sent to the company and any response received, as well as any other documents relevant to the case.
If the complaint is submitted by a third party on behalf of the interested party, it is also advisable to attach, in addition to the latter’s document, the power of attorney and identity document of the person submitting the complaint.
If the complainant is not satisfied with the outcome of the complaint or if there is no response from the company or intermediary within 45 days, they may contact:
IVASS, Intermediary Supervision Service,
via del Quirinale, 21 – 00187 Rome
fax: 06 42133206
PEC: ivass@pec.ivass.it
attaching the documentation relating to the complaint handled by the company or intermediary.
Info at: www.ivass.it
Finally, as conditions for the admissibility of any subsequent legal action, we remind you that the complainant may:
- initiate a mediation procedure for disputes relating to the contract or to the conclusion of life or non-life insurance policies, by contacting a mediation body from the list provided by the Ministry of Justice, which can be consulted on the website www.giustizia.it (pursuant to Article 5 of Legislative Decree No. 28 of March 4, 2010, as amended by Article 84, paragraph 1, of Decree Law No. 69 of June 21, 2013, and converted into Law No. 98 of August 9, 2013).
- initiate the Assisted Negotiation procedure pursuant to Article 3 of Decree Law No. 132 of September 2014, converted into Law No. 162 of November 10, 2014, for disputes concerning compensation for traffic accidents where the claim does not exceed €50,000.
- access the Joint Conciliation procedure for disputes relating to motor vehicle liability claims where the claim for compensation does not exceed €15,000. Access can be gained through one of the consumer associations participating in the system by submitting a specific request for conciliation in accordance with the procedures described on the websites: www.ivass.it or www.ania.it
- appeal to the Insurance Arbitrator (AAS) provided that the complaint procedures with the insurance company or intermediary involved have been exhausted. The appeal may only be lodged by natural persons acting for purposes unrelated to their business or professional activities (so-called “consumers”), including through an appointed attorney or through a consumer association, by accessing the official website of the Insurance Arbitrator: https://www.arbitroassicurativo.org and using the guided procedure, for a fee of €20.00, which will be refunded to the claimant in all cases where the appeal is upheld, even partially. The Arbitrator will rule within 90 days of receiving the appeal, which may be extended for a further 90 days for more complex disputes. For further information: https://www.arbitroassicurativo.org
