Complaints
Need to file a complaint? Here are the instructions.
Dear customer,
Without prejudice to your right to apply to the Judicial Authority, you may submit a written complaint to the mandating company using the contact details indicated in the additional DIP, or to the intermediary. Complaints to the intermediary may be sent via the dedicated email addresses reclami@acrisureitalia.com, or via certified email (PEC) to acrisurespa@pec.it, and finally by registered letter with return receipt addressed to Funzione Reclami – Acrisure Italia S.p.A., Via Mazzini no. 3 – 07100 Sassari.
To facilitate the handling of the complaint, it must include the following information:
• the subject of the complaint and a brief description of the circumstances to which it relates;
• the complainant’s name, residential address, telephone number and/or email address, and the complainant’s status (e.g., Policyholder, Insured, Injured Party, Beneficiary, Consumer Association, or other);
• the policy number;
• the name of the Policyholder;
• the number and date of any claim to which reference is made;
• if the complaint concerns the conduct of our employees and/or collaborators or relates to the products/services we offer, the identification of the person or persons whose conduct is being complained of;
• any other information you consider useful to help us understand the issue.
The intermediary is required to provide a response within 45 days of receipt of the complaint. It should be noted that requests for information or clarification, requests for compensation for damages, or requests for performance of the contract are not considered complaints. Furthermore, if the complaint concerns the insurance product, it is advisable to contact the Insurance Company directly.
Only if you are not satisfied with the outcome of the complaint, or in the event of no response from the intermediary or the company within the statutory period of 45 days, you may also submit a complaint to IVASS using the specific form available on the website www.ivass.it, sending it through the following channels: via certified email (PEC) to tutela.consumatore@pec.ivass.it, by fax to +39 06 42133206, or by ordinary mail to “IVASS – Servizio Tutela del Consumatore”, Via del Quirinale 21, 00187 Rome. This communication must contain the following information:
• the subject of the complaint and a brief description of the circumstances to which it relates;
• the complainant’s name, residential address, telephone number and/or email address, and the complainant’s status (e.g., Policyholder, Insured, Injured Party, Beneficiary, Consumer Association, or other);
• the identification of the person or persons whose conduct is being complained of;
• a copy of the complaint submitted to the company or insurance broker and any response provided;
• any other information you consider useful to provide a more complete description of the issue.
Any complaints not relating to the contractual relationship or the handling of claims, but concerning failure to comply with other provisions of the Insurance Code, the related implementing regulations, as well as the rules on distance marketing of insurance products, may be submitted directly to IVASS in accordance with the procedures outlined above.
Furthermore, you also have the option of using the Insurance Arbitrator by filing an appeal directly on the website https://www.arbitroassicurativo.org/homepage/index.html, or other alternative dispute resolution systems provided for by applicable law, as indicated in the additional DIP.
Finally, you also have the right to apply to the Guarantee Fund for the activity of insurance and reinsurance intermediaries established at CONSAP, Via Yser 14, 00198 Rome, telephone +39 06 857961, to request—where the conditions and the right exist—compensation for financial loss caused to you by the exercise of intermediation activities, which has not been compensated by the intermediary itself or indemnified through the Civil Liability insurance contract covering damages caused to policyholders by negligence and professional errors of the intermediary, or by negligence, professional errors, and misconduct of employees, collaborators, or persons for whose actions the intermediary is legally responsible.