In order to process the request, the complaint must include the name, surname, and tax code (or VAT number) of the policyholder.

Should the complainant be dissatisfied with the outcome of the complaint, or in the absence of a response within a maximum of 45 days, they may contact IVASS, Consumer Protection Service, Via del Quirinale 21 – 00187 Rome, telephone +39 06.42.133.1. If the complaint concerns the conduct of the Agent (including their employees and collaborators), the maximum response period is 60 days.

Complaints addressed in writing to IVASS, which may also be submitted using the specific form available on the IVASS and Company websites, must contain:

a) Name, surname, and address of the complainant, including a telephone number if available;

b) Identification of the subject or subjects whose conduct is being complained about;

c) A brief yet comprehensive description of the reason for the complaint;

d) A copy of the complaint submitted to the Company or the Intermediary and any response provided by them;

e) Any documentation useful for providing a more complete description of the relevant circumstances.

Please note that complaints regarding the verification of compliance with current sector regulations must be submitted directly to IVASS.

For the resolution of cross-border disputes, a complainant residing in Italy may submit the complaint to IVASS or directly to the relevant foreign competent system—identifiable via the website https://finance.ec.europa.eu/ by requesting the activation of the FIN-NET procedure.

Please note that in the event of total or partial rejection of the complaint, and without prejudice to the right to seek recourse through the Judicial Authority, the complainant may utilize the following Alternative Dispute Resolution (ADR) systems:

• Insurance Arbiter: An appeal may be filed with this body, specifically established for the insurance sector, by accessing the dedicated website (www.arbitroassicurativo.org), where you can consult the eligibility requirements, information on how to file an appeal, and any other useful guidance.
The following Companies adhere to different arbitration bodies, which are also members of the European FIN-NET system:

□ International General Ins. Company (Europe) Ltd.
Office of the Arbiter for Financial Services – Malta
e-mail: complaint.info@asf.mt
website: www.financialarbiter.org.mt

• Mediation proceedings before a mediation body pursuant to Legislative Decree No. 28 of March 4, 2010 (as amended); for certain matters, including disputes arising from insurance contracts or compensation for damages resulting from medical and healthcare liability, recourse to mediation is a mandatory pre-condition for the admissibility of a judicial claim. This procedure is initiated by submitting an application to a mediation body with the assistance of legal counsel.

• Assisted negotiation procedure pursuant to Decree-Law No. 132 of September 12, 2014 (converted into Law No. 162 of November 10, 2014); for disputes regarding compensation for damages resulting from the operation of vehicles and boats, recourse to the assisted negotiation procedure is a mandatory pre-condition for the admissibility of a judicial claim. This procedure is accessed by the parties entering into an assisted negotiation agreement with the assistance of legal counsel, in accordance with the provisions of the aforementioned Decree.

• Joint conciliation procedure for disputes regarding Third-Party Motor Liability (R.C. Auto) claims where the request for compensation does not exceed €15,000.00, by contacting one of the Consumer Associations participating in the system.

• Arbitration procedure, where provided for in the General Insurance Conditions.