Claims Management

The person responsible for handling complaints is Mr. Stefano Colondri.

Complaint management is not outsourced.

The intermediary is required to provide a written response within 45 days of receiving the complaint.

The policyholder, the insured, the beneficiary, and the injured party also have the right, if they are not satisfied with the outcome of the complaint or if the intermediary or insurance company fails to respond within the legal deadline (45 days from the date of receipt of the complaint by the intermediary), to contact IVASS, Intermediary Supervision Service, Via del Quirinale no. 21 – 00187 Rome (fax: 06 42133206, certified email: ivass@pec.ivass.it, Info on:  www.ivass.it), attaching the documentation relating to the complaint handled by the intermediary or principal company. This information is integrated with the procedure for submitting complaints in the case of freelance collaboration relationships pursuant to art. 22, paragraph 10, Legislative Decree 179/2012 converted into Law 221/2012.
The policyholder, if entitled, has the right to contact the Insurance Arbitrator if they are dissatisfied with the outcome of the complaint submitted to the Intermediary or if they receive no response within the regulatory deadlines. This can be done by accessing the dedicated online portal available on the website: http://www.arbitroassicurativo.org/, where they can consult additional eligibility requirements, information on how to submit an appeal, and any other useful information.