COMPLAINTS
What is a Complaint?
According to ISVAP (now IVASS) Regulation No. 24 of May 19, 2008, as subsequently amended and supplemented, a “Complaint” is a written statement of dissatisfaction addressed to an insurance company, an insurance intermediary, or an intermediary registered in the attached list to the Single Register of Intermediaries (“RUI”), relating to a contract or an insurance service.
Requests for information or clarification, claims for compensation for damages, or requests for contract execution are not considered complaints.
Who can the complaint be addressed to?
Without prejudice to the right to appeal to the Judicial Authority, the policyholder may file a complaint with:
1. The Insurance Company, to which complaints concerning the management of the contractual relationship may be addressed - in particular regarding the attribution of liability, the effectiveness of performance, the quantification and payment of sums due to the entitled party, or the management of claims.
Below are the contact details of the insurance companies with which
Bond & Surety Underwriting Agency Srl collaborates:
BENE ASSICURAZIONI S.P.A. SOCIETA’ BENEFIT
Address:
Via dei Valtorta, 48 – 20127 Milano
Tel.
(+39) 02 814 800 70
Email / Certified Email (PEC):
reclami@bene.it / beneassicurazioni@legalmail.it
Web site:
LEV INS INSURANCE COMPANY AD
Address:
67A, Simeonovsko shose Blvd - 1700 Sofia - Bulgaria
Tel.( +359) 800 15 333, Fax:
(+359) 952 24 81
Email / Certified Email (PEC):
info@lev-ins.com – it.polizze@lev-ins.com/ levins@pec.it
Web site:
AXIOM INSURANCE COMPANY
Address:
Vitosha Blvd. No. 150, bl. 70, fl. 1, Sofia, BG-22, 1408, BG
Tel.
0700 400 99
Email / Certified Email (PEC):
office@axiom.bg
Web site:
www.axiom.bg
2. To IVASS or to the Supervisory Authority of the Home State of insurers and intermediaries listed in the annex
Complaints may be submitted to
IVASS regarding:
- Complaints concerning verification of compliance with the provisions of the Insurance Code, its implementing regulations, and the Consumer Code (in relation to the distance marketing of financial services to consumers) by insurance companies, their appointed intermediaries, and insurance experts;
- Complaints that have already been submitted directly to insurance companies, insurance intermediaries, or intermediaries listed in the annex, in cases where no response has been received, or where the response is considered unsatisfactory or delayed;
- Complaints for the resolution of cross-border disputes, as referred to in Article 7 of ISVAP Regulation No. 24/2008.
Complaints submitted in writing to IVASS must include the following information:
a) The complainant’s name, surname, and address, along with a telephone number if available;
b) The name of the entity or entities whose conduct is being contested (insurance companies, intermediaries, etc.);
c) A brief but comprehensive description of the reason for the complaint;
d) A copy of the complaint previously submitted to the insurance company or intermediary and any response received (in cases where no response was provided or the response was deemed unsatisfactory);
e) Any documents useful to fully describe the facts and relevant circumstances.
Complaints may be sent - using the form available on the
IVASS website (www.ivass.it) - to:
IVASS, Via del Quirinale 21, 00187 Rome, Fax: 06.42133206, Certified email (PEC):
ivass@pec.ivass.it and must include the relevant documentation.
Complaints may also be addressed to the Supervisory Authority of the Home State of the insurance company, according to the procedures established by that authority.
Below are the contact details of the Supervisory Authorities of the Home State of the insurance companies with which Bond & Surety Underwriting Agency Srl collaborates:
- For insurance companies based in
Bulgaria: Financial Supervision Commission (FSC)
16 Budapeshta Str., 1000 Sofia, Bulgaria. Tel: +359 2 9404 999 Fax: +359 2 9404 606 Email: bg_fsc@fsc.bg Website:fsc.bg
For the resolution of cross-border disputes (meaning disputes between a policyholder in one EU Member State and an insurance company headquartered in another Member State), as an alternative to submitting a complaint to IVASS, it is also possible to contact directly the competent foreign body - which can be identified on the websitewww.ec.europa.eu/fin-net - and request activation of the FIN-NET procedure.
With regard to disputes relating to damage assessment and the attribution of liability, it should be noted that the exclusive competence remains with the judicial authority, in addition to the possibility of resorting to conciliation systems where provided.
3. To intermediaries registered in the Single Register of Insurance Intermediaries pursuant to Article 109 of Legislative Decree No. 209/2005 and to intermediaries listed in the attached register:
Complaints concerning the conduct of these intermediaries - including the actions of their employees and/or collaborators - may be addressed directly to them.
The insurance company manages and responds to all complaints addressed to it, including those relating to the conduct of its agents, as well as their employees and/or collaborators.
Agents must promptly forward to the company any complaints received concerning their own conduct or that of an employee or collaborator, simultaneously informing the complainant.
During the review process, companies ensure that the agent involved has the opportunity to respond. Without prejudice to the obligation set out above, companies forward the received complaint to the intermediary, inviting them to provide, within 15 days, all relevant documentation and any other information useful for handling the complaint, as well as to express their position regarding the matter. The intermediary is, in any case, included among the recipients of the company’s communications to the complainant regarding the same complaint.
Companies must provide a response to the complainant within 45 days from the receipt of the complaint, using clear and easily understandable language. This deadline may be suspended for up to 15 days to allow for additional investigations as mentioned above.
If the complaint is not upheld, either in whole or in part, the company must provide the complainant with a clear explanation of its position and inform them of the possibility, prior to initiating legal action, of contacting IVASS or using alternative dispute resolution systems provided by law or by agreement, specifying the relevant procedures.
In its response to the complainant, the company must also indicate the position taken by the agent involved or note their lack of response.
Below are the contact details for filing a complaint with Bond & Surety Underwriting Agency Srl:
Bond & Surety Underwriting Agency Srl
CF /P. VAT 15506271004 | IVASS Registration Number A000655322 | REA RM 1595426
Registered office: Milan, Via Monte Napoleone, no.8
Operating office: Codroipo (UD), Via F. Ostermann, 6-1
Complaints: claims@bondsurety.eu PEC: bondsurety@legalmail.it