What is a complaint?

“Complaint” shall mean a statement of dissatisfaction with an insurance undertaking relating to an insurance contract or service. Enquiries, requests for clarification, claim for damages and/or request for contract’s fulfillment shall not be considered complaints.

What is the definition of a complainant?

A complainant is a person entitled to enforce the right to the complaint’s handling by the insurance undertaking, such as the policyholder, the insured person, the beneficiary and the injured party.

How to make a complaint?

Any complaint should be addressed in the first instance to:

            Complaints Service 
            Lloyd's Italian Office 
            Corso Garibaldi, 86 
            20121 Milano 
            Italia 
            Fax no.: +39 02 6378 8857             
            E-mail: servizioreclami@lloyds.com o servizioreclami@pec.lloyds.com

Where a complaint is addressed to the Lloyd’s Italian Office in relation to a policy that has been underwritten on a freedom of services basis, the Lloyd’s Italian Office will direct the complaint to the relevant Lloyd’s managing agent who will be responsible for ensuring that your complaint is addressed. The opportunity to address a complaint to the Lloyd’s Italian Office in relation to a policy that has been underwritten on a freedom of services basis does not in any way change the basis upon which the policy was underwritten.

The party who is responsible for dealing with your complaint will acknowledge your complaint, in writing, within five business days of the complaint being made.

It will also aim to provide you with its decision on your complaint, in writing, within forty five business days of the complaint being made.

Should you remain dissatisfied with the final response from the party who is responsible for dealing with your complaint or if you have not received a final response within forty five business days of the complaint being made, you may be eligible to refer your complaint to the Institute for Insurance Supervision (IVASS). The contact details are as follows:

            Istituto per la Vigilanza sulle Assicurazioni (IVASS)
            via del Quirinale 21 - 00187 Roma (Italia)

            Tel..: 800 486661 (dall’Italia)
            Tel.:  +39 06 42021 095 (dall’estero)
            Fax : +39 06 42133 745 oppure  +39 06 42133 353
            E-mail: ivass@pec.ivass.it

The IVASS website provides further information about how to refer your complaint to IVASS and a template letter that may be used. Please see the link below:

http://www.ivass.it/ivass_cms/docs/F25643/guida_reclami_english.pdf

The complaints handling arrangements above are without prejudice to your right to commence a legal action or an alternative dispute resolution proceeding in accordance with your contractual rights.