Complaint Management Policy

The policyholder, the insured party, the beneficiary or the injured party, without prejudice to the possibility of appealing 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 should be sent by the following methods to one of the addresses below:

• Registered mail

Company name: Aimuw S.p.a.

Address: Piazza Sallustio, 9

Postal Code – City: 00187 Rome

• E-mail:

Email address: reclami@aimuw.it

• Certified e-mail (PEC)

Certified e-mail address: aimuwpec@legalmail.it

With reference to the handling of complaints relating to the conduct of Intermediaries, their employees and collaborators, Article 10b of IVASS Order No. 46 of 2016, identifies the principal company as the competent actor for the preliminary investigation,

The decision to channel compliance to the company is ascribable to the need to protect the consumer, guaranteeing him a rapid and exhaustive handling of the complaint. The intermediary may in any case be called upon to participate in the preliminary investigation phase by indicating its position on the specific grievance.

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 punctually regulated by IVASS Regulation No. 40 of 02 August 2018.

• The Company shall reply within 45 days from the date of receipt of the complaint, to the address provided by the complainant. For complaints regarding the conduct of the agent, rather than the conduct of a collaborator or employee of the latter, the aforementioned response period may be suspended for a maximum of 15 days, in order to guarantee an adversarial process with the intermediary and to allow the latter to express its position on the subject of the complaint, as foreseen by the regulations.

  The complaint may be addressed to the competent Insurance Company, at the addresses indicated below, or by following the instructions given in the relevant Complaints Sections of the Company’s websites:

  CLIENT COMPANY CATHOLIC/GENERALI ITALIA SPA

Address: Lungadige Cangrande, 16- 37126 Verona                                                                                                 

E-mail: cattolica@pec.generaligroup.com

Company website – Complaints Section: www.cattolica.it reclami.it@generali.com

• CLIENT COMPANY ALLIANZVIVA

Address: Via Scarsellini, 14- Milano

E-mail: allianzviva@legalmail.it

Company website – Complaints Section: www.allianzviva.it- reclami.allianzviva@allianz.it

• CLIENT COMPANY :ALLIANZ

Address: Piazza Tre Torri, 3- 20145 Milano

E-mail: allianz.spa@pec.allianz.it

Company website – Complaints Section:  www.allianz.it – Lettera indirizzata a Allianz S.p.A. – Pronto Allianz – Servizio Clienti – Piazza Tre Torri 3 – 20145 Milano

• CLIENT COMPANY: BENE ASSICURA

Address: Via dei Valtorta, 48, Milano 20127

E-mail:

Company website – Complaints Section: www.bene.it  reclami@bene.it

• CLIENT COMPANY: BERKSHIRE

Address: Corso Italia 13, 20122 – Milano MI

E-mail: direzione@bh-italia.com; bh-italia@legalmail.it

Company website – Complaints Section: www.bh-italia.com; reclami@bh-italia.com

• CLIENT COMPANY: EUROPEASSISTANCE

Address: Via DEL Mulino, 4 -20057 Assago (MI)

E-mail: europAssistanceitaliaspa@pec.europassistance

Company website – Complaints Section: www.europassistance.it e-mail: ufficio.reclami@europassistance.it ;   pec: reclami@pec.europassistance.it 

• CLIENT COMPANY ITAS MUTUA

Address: Piazza delle Donne Lavoratrici, 2 38122 Trento

E-mail: itas.mutua@pec-gruppoitas.it

Company website – Complaints Section: www.gruppoitas.it  reclami@gruppoitas.it

• CLIENT COMPANY: LIBERTY

Address: Via Fabio Filzi, 29- 20124 Milano

E-mail:

Company website – Complaints Section: www.libertyspecialtymarkets.com complaints@libertyglobalgroup.com

• CLIENT COMPANY: Chubb European Group Limi ted

Address: Via Fabio Filzi, 29- 20124 Milano

E-mail: info.italy@chubb.com

Company website – Complaints Section: www.chubb.com/it  ufficio.reclami@chubb.com

• CLIENT COMPANY: Lloyd’s INSURANCE COMPANY S.A.

Address: Corso Garibaldi 86 -20121 Milano

E-mail:

Company website – Complaints Section: www.lloyds.com  complaints@lloyds.com

• CLIENT COMPANY: REVO Insurance

Address: Viale dell’Agricoltura 7, 37135 Verona

E-mail: revo@pec.revoinsurance.com

Company website – Complaints Section: www.revoinsurance.com

• CLIENT COMPANY: UNIPOLSAI

Address: Via Stalingrado, 45- 40128 Bologna

E-mail: unipolsaiassicurazioni@pec.unipol.it

Company website – Complaints Section: www.unipolsai.it reclami@unipolsai.it o reclami@pec.unipolsai.it

• CLIENT COMPANY: Furness Underwriting Europe

Address Headquarters: Via Tolmezzo 15, 20132, Milano

E-mail: furnessunderwriting@pec.it

Company website – Complaints Section:  https://furnessunderwriting.com/ assistenza@furnessunderwriting.com

• CLIENT COMPANY: UNISALUTE S.p.a.

Address: Via Larga, 8 40138 Bologna

E-mail: unisalute@pec.unipol.it

Company website – Complaints Section: https://www.unisalute.it/home  reclami@unisalute.it

• CLIENT COMPANY: Zurich Insurance Plc

Address: Via Benigno Crespi, 23 20159 Milano

E-mail: zurich.insurance.Plc@pec.zurich.it

Company website – Complaints Section: www.zurich.it  https://www.zurich.it/in-caso-di/reclamo

• CLIENT COMPANY: NET INSURANCE

Address: Via Giuseppe Antonio Guattani, 4 00161 Roma

E-mail: netinsurance@pec.netinsurance.it

Company website – Complaints Section: www.netinsurance.it  ufficio.reclami@pec.netinsurance.it

The complaint must necessarily state:

• Personal data of the complainant (name, surname, postal address – if available also

PEC address – possible telephone number);

• Indication of the competent insurance company;
• Clear and concise description of the reason for the complaint, accompanied by any useful information for understanding what was reported (reference to, for example: Policy No., date of event, number and date of claim, if any, etc);
• A copy of any complaint that has already been forwarded to the company and of any reply received and any other documents that may be relevant to the processing of the case.

In the event that the complaint is lodged by a third party in the name and on behalf of the person concerned, it is also advisable that, in addition to the latter’s document, the proxy and identity document of the person lodging the complaint be attached.

Should the complainant be dissatisfied with the outcome of the complaint, or should the company or intermediary fail to respond within 45 days, he/she may contact

IVASS, Intermediaries Supervision Service,

via del Quirinale, 21 – 00187 Roma

fax: 06 42133206

PEC: ivass@pec.ivass.it

enclosing documentation on the complaint handled by the company or intermediary.

Info on: www.ivass.it