Information on Complaint Management

The policyholder, the insured, the beneficiary, or the injured party, without prejudice to the possibility of contacting the Judicial Authority, has the right to submit a written complaint, in the terms represented below, to the intermediary or the Insurance Company.

Complaints addressed to the intermediary must be sent using the following methods to one of the addresses below:

• Registered Mail

Company Name: AIMUW SPA

Address: Piazza Sallustio, 9

ZIP Code – City: 00187 Rome

• Email

Email Address: reclami@aimuw.it

• Certified Email (PEC)

Certified Email Address: aimuwpec@legalmail.it

With reference to the management of complaints relating to the behavior of Intermediaries, their employees and collaborators, art. 10 ter of IVASS Provision no. 46 of 2016, identifies the principal company as the party competent for the investigation.

The choice to channel fulfillment to the company is due to the need to protect the consumer, guaranteeing them rapid and exhaustive handling of the complaint.

The intermediary can still be called upon to participate in the investigation phase by indicating its position regarding the specific complaint.

The following complaints fall within the intermediary’s competence:

• concerning compliance with the rules of behavior provided for by art. 183 of the CAP (Private Insurance Code);
• concerning the behavior of its employees and collaborators, as specifically regulated by IVASS Regulation no. 40 of August 2, 2018.

Response Times

The Company must provide a response within 45 days from the date of receipt of the complaint, to the address provided by the complainant.

For complaints concerning the behavior of the agent, or of a collaborator or employee of the latter, the response period mentioned above may be suspended for a maximum of 15 days, in order to guarantee a fair hearing with the intermediary and allow them to express their position relative to the object of the complaint, as provided for by the regulations.

Insurance Companies

The complaint can be addressed to the competent Insurance Company at the addresses indicated below, or by following the instructions reported in the relative Complaint Sections of the Company websites:

MANDATORY COMPANY: CATTOLICA/GENERALI ITALIA SPA

Address: Lungadige Cangrande, 16- 37126 Verona
Email: cattolica@pec.generaligroup.com, reclami.it@generali.com
Website: www.cattolica.it

MANDATORY COMPANY: ALLIANZ NEXT SPA

Address: Piazza Tre Torri 3, 20145 Milano
Email: allianznext@legalmail.it
Website: www.allianznext.it/assistenza-e-contatti/contatti/reclami

MANDATORY COMPANY: ALLIANZ SPA

Address: Piazza Tre Torri, 3- 20145 Milano
Email: allianz.spa@pec.allianz.it
Website: www.allianz.it

MANDATORY COMPANY: BENE ASSICURA

Address: Via dei Valtorta, 48, Milano 20127
Email/Website: www.bene.it, reclami@bene.it

MANDATORY COMPANY: BERKSHIRE Hathaway International Insurance Limited Representative for Italy

Address: Corso Italia 13, 20122 – Milano MI
Email: direzione@bh-italia.com, bh-italia@legalmail.it
Website: www.bh-italia.com, reclami@bh-italia.com

MANDATORY COMPANY: EUROP ASSISTANCE ITALIA SPA

Address: Via del Mulino, 4 -20057 Assago (MI)
Email: europAssistanceitaliaspa@pec.europassistance
Website: www.europassistance.it (email: ufficio.reclami@europassistance.it, PEC: reclami@pec.europassistance.it)

MANDATORY COMPANY: ITAS MUTUA

Address: Piazza delle Donne Lavoratrici, 2 38122 Trento
Email: itas.mutua@pec-gruppoitas.it
Website: www.gruppoitas.it, reclami@gruppoitas.it

MANDATORY COMPANY: LIBERTY (Liberty Mutual Insurance Europe SE)

Address: Via Fabio Filzi, 29- 20124 Milano
Email: libertyitalia@legalmail.it
Website: www.libertyspecialtymarkets.com, complaints@libertyglobalgroup.com

MANDATORY COMPANY: CHUBB EUROPEAN GROUP SE

Address: Via Fabio Filzi, 29- 20124 Milano
Email: info.italy@chubb.com
Website: www.chubb.com/it, ufficio.reclami@chubb.com

MANDATORY COMPANY: LLOYD’S INSURANCE COMPANY S.A.

Address: Corso Garibaldi 86 -20121 Milano
Email: complaints@lloyds.com
Website: www.lloyds.com

MANDATORY COMPANY: REVO INSURANCE SPA

Address: Viale dell’Agricoltura 7, 37135 Verona
Email: revo@pec.revoinsurance.com
Website: www.revoinsurance.com

MANDATORY COMPANY: UNIPOLSAI SPA

Address: Via Stalingrado, 45- 40128 Bologna
Email: unipolsaiassicurazioni@pec.unipol.it
Website: www.unipolsai.it (reclami@unipolsai.it or reclami@pec.unipolsai.it)

MANDATORY COMPANY: UNISALUTE SPA

Address: Via Larga, 8 40138 Bologna
Email: unisalute@pec.unipol.it
Website: https://www.unisalute.it/home, reclami@unisalute.it

MANDATORY COMPANY: ZURICH INSURANCE

Address: Via Benigno Crespi, 23 20159 Milano
Email: zurich.insurance.Plc@pec.zurich.it
Website: www.zurich.it, https://www.zurich.it/in-caso-di/reclamo

MANDATORY COMPANY: NET INSURANCE SPA

Address: Via Giuseppe Antonio Guattani, 4 00161 Roma
Email: netinsurance@pec.netinsurance.it
Website: www.netinsurance.it, ufficio.reclami@pec.netinsurance.it

MANDATORY COMPANY: ELIPS LIFE LTD

Address: Via San Prospero, 1 20121 Milano
Email: reclami@pec.elipslife.com
Website: https://www.elipslife.com/it/ita/Legal

MANDATORY COMPANY: VHV ITALIA ASSICURAZIONI SPA

Address: Via Ippolito Caffi 83 32100 Belluno
Email: reclami@vhv.it
Website: https://vhv.it/

MANDATORY COMPANY: AWP P&C S.A.

Address: Via Cordusio, 4 – 20123 Milano
Email: reclamiAWP@allianz.com, PEC: reclami.awp-pc@legalmail.it
Website: https://www.allianz-partners.com/it

MANDATORY COMPANY: ASSICURATRICE MILANESE SPA

Address: Ufficio Reclami, Corso Libertà, 53 – 41018 San Cesario sul Panaro (MO)
Email: servizio.reclami@assicuratricemilanese.it
Fax: +39 059 8672387

MANDATORY COMPANY: GLOBAL ASSISTANCE SPA

Address: Ufficio Gestione Reclami, Piazza Diaz 6 – 20123 Milano
Email: gestione.reclami@globalassistance.it
Fax: +39 059 8672387

MANDATORY COMPANY: S2C S.P.A. COMPAGNIA DI ASSICURAZIONI DI CREDITI E CAUZIONI

Address: Ufficio Reclami, c/o Segreteria Generale S2C Via San Gregorio 29 – 20124 Milano
Email: reclami@s2cspa.it
Fax: +39 02 89056097

Complaint Requirements

The complaint must necessarily include:

• Personal data of the claimant (name, surname, postal address – if available also PEC address – any telephone number);
• Indication of the competent insurance company;
• Clear and concise description of the reason for the complaint, accompanied by any information useful for understanding what is being reported (references such as: Policy No., event date, number and date of any claim, etc., will contribute to a clearer understanding);
• Copy of the complaint possibly already transmitted to the company and of any response received and any other documents useful for handling the case.

In the event that the complaint is presented by a third party in the name and on behalf of the interested party, it is also appropriate that, in addition to the latter’s document, the proxy and the identity document of the person presenting the complaint be attached.

IVASS Escalation

If the claimant is not satisfied with the outcome of the complaint or in the absence of a response from the company or the intermediary within the 45-day period, they may contact:

IVASS, Intermediary Supervision Service,

via del Quirinale, 21 – 00187 Roma

fax: 06 42133206

PEC: ivass@pec.ivass.it

attaching the documentation relating to the complaint handled by the company or the intermediary.

Info on: www.ivass.it

Alternative Dispute Resolution

Finally, as conditions for the admissibility of any subsequent legal action, we remind you that the claimant can:

• Promote a Mediation Procedure, for disputes concerning the contract or relating to the stipulation of Life or Non-Life policies, by consulting a Mediation Body among those present in the list of the Ministry of Justice, available on the website www.giustizia.it (pursuant to art. 5 of Legislative Decree 4 March 2010, n. 28, as modified by art. 84, paragraph 1, of Decree-Law 21 June 2013, n. 69 and converted into Law n. 98 of 09 August 2013).
• Start an Assisted Negotiation procedure pursuant to art. 3 of Decree-Law 132 September 2014, converted into law 10 November 2014 n. 162, for disputes regarding compensation for damage from circulation whose request does not exceed €50,000.
• Access the Joint Conciliation procedure, for disputes relating to motor liability claims, whose compensation request does not exceed €15,000. Access can be made through one of the consumer associations belonging to the system and by sending a specific conciliation request according to the methods described on the sites: www.ivass.it or www.ania.it
• Submit an appeal to the Insurance Arbitrator (AAS) provided that there has been a previous attempt at complaint procedures at the insurance company or the intermediary involved. The appeal can only be presented by natural persons acting for purposes unrelated to their entrepreneurial or professional activity (so-called “consumers”), also through a designated representative or through a consumer association, by accessing the official website of the Insurance Arbitrator: https://www.arbitroassicurativo.org and using the guided procedure, against a contribution of €20.00 which will be reimbursed to the appellant in all cases of acceptance, even partial, of the appeal.

The Arbitrator decides within 90 days of receipt of the appeal, extendable for a further 90 days for disputes of greater complexity.

For further information: https://www.arbitroassicurativo.org