The complaint shall contain the indication of:

  • personal data of the complainant (name, surname and postal address and, if available, telephone number);
  • number of the policy and name of the policy holder;
  • number and date of the claim;
  • name of the person or the persons whose behaviour is the subject of the complaint;
  • clear and concise description of the reason for the complaint;
  • any other documents useful to handle the complaint.

When filing a complaint please use the form draw up by IVASS, available on this link:

https://www.ivass.it/consumatori/reclami/Allegato1_Guida_ai_reclami.pdf

If the undertaking fails to reply within 45 days or if the reply is unsatisfactory it is possible to apply to IVASS – Servizio Tutele degli Utenti, Via del Quirinale 21 – 00187 Roma.

The complaint sent to IVASS must contain the following essential elements:

  • personal data of the complainant (name, surname and postal address - and, if available, certified electronic mail address - telephone number);
  • name of the insurance undertaking whose behaviour is the subject of the complaint;
  • clear and concise description of the reason for the complaint;
  • copy of the complaint already sent to the undertaking and of the reply received;
  • any other documents useful to handle the complaint.

When filing a complaint please use the form draw up by IVASS, available on this link:

https://www.ivass.it/consumatori/reclami/Allegato2_Guida_ai_reclami.pdf

 

Before sending a complaint, please consult the guide on filing complaints available on:

https://www.ivass.it/consumatori/reclami/guida_reclami.pdf

 

In the event that the applicable law of the Policy is not the Italian law, the complaints must be sent to the competent authority of the State of which the law is applicable. In this case, IVASS shall support the Insured in exchanging information with the foreign authority.

In case of a dispute on events occurred abroad where an undertaking with head office in another EU member State is involved, it is possible to seek an out-of-court settlement of the dispute by starting the so-called FIN- NET procedure, specifically created in Europe for the purpose of solving cross-border disputes.

In case of partial or non-acceptance of the complaint, before applying to the Judicial authorities, it is possible to apply to IVASS, as explained above, or to alternative systems for the settlement of disputes, such as:

  • civil mediation procedure, according to D.Lgs. 28/2010;
  • arbitration procedure, according to Articles 806-840 of the Italian Civil Procedure Code, which can be used if the parties signed an arbitration clause (in the general condition of the policy) or an arbitration agreement (a separate agreement aimed to attribute to arbitrator the power to decide the dispute can be arisen between the parties);
  • the negotiation procedure, according to D.L. 132/2014, regarding civil disputes under the limit of value of € 50,000.00.