Complaint Submission Procedures and Contact Details
The policyholder, the insured, the beneficiary, and the injured party have the right, without prejudice to the right to appeal to the Judicial Authority, to submit a written complaint to the intermediary or insurance company.
The responsible for the function in charge of claims management is Mr. Riccardo Pigliavento.
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 at: 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.
If the complaint is forwarded to the intermediary, it can be sent using the following methods to one of the following addresses:
Regular or registered mail
Gavio Global Specialties srl – Ufficio Reclami / Arbitro Assicurativo (Referente per la Gestione dei Ricorsi)
Via Ippolito Rosellini, 2 – 20124 Milano (Italy)
riccardo.pigliavento@gavioglobalspecialties.com
Attention of: Ufficio Reclami / Arbitro Assicurativo
Certified email
pcaspa@legalmail.it
Attention of: Ufficio Reclami / Arbitro Assicurativo
