COMPLAINTS

ISVAP Provision no. 46/2016 governs the procedure for submitting complaints to insurance intermediaries.

Pursuant to the Regulations, Complaint means "written dissatisfaction statement against an insurance company, an insurance intermediary or an intermediary registered in the attached list, relating to a contract or an insurance service; requests for information or clarifications, requests for damages or for the execution of the contract are not considered complaints"..

Any complaint relating to the contractual relationship or the management of claims, even if they concern subjects involved in the operating cycle of the Company, must be sent in writing to:

and to our office in charge of handling complaints:

The Company will send the relevant response within 45 days of receipt of the complaint.

In the event of failure or partial acceptance of the complaint by the Company, the complainant may contact 'IVASS' and alternative dispute resolution systems by filling in the relevant form.

As of January 15, 2026, the entitled party, if not satisfied with the outcome of the complaint submitted to the intermediary or in the absence of a response within the statutory timeframe, may file an appeal with the Insurance Arbitrator (Arbitro Assicurativo) through the portal available on their website at www.arbitroassicurativo.org, where further admissibility requirements, information regarding the appeal submission procedures, and any other relevant details can be consulted.

The entitled party retains the right to refer the matter to the Judicial Authority or to alternative dispute resolution systems, including, for example, the option of accessing the Mediation Body established at the Chamber of Commerce, Industry, Crafts and Agriculture of the policyholder’s or the claimant’s place of residence or primary domicile.

Policyholders and insured parties who believe they have suffered damage due to the conduct of the intermediary or its employees or collaborators have the right to contact the Guarantee Fund for Insurance and Reinsurance Intermediaries at Consap S.p.A., Via Yser, 14 - 00198 Rome, Italy – Phone: +39 06 857 96538 – Email: fondobrokers@consap.it, to request compensation for the patrimonial damage caused to them in the course of the intermediary’s activity, which has not been reimbursed by the intermediary itself through its Professional Liability Insurance policy.