Italy complaints handling

Definition of a complaint

A written statement of dissatisfaction towards an insurance undertaking with regard to an insurance contract or service; requests for information or clarification are not considered complaints, as well as requests for indemnification or contract fulfilment.

Definition of a complainant

A subject (individual person or legal entity) entitled to file a complaint with the insurance undertaking, having a legitimate interest in the insurance contract, e.g., the policyholder, the assured, the beneficiary and the claimant.

Timescales

Despite that the Italian regulation does not need to acknowledge receipt of a complaint, a privacy notice and a request for signed consent (whenever sensitive data is concerned) are provided to the complainant regardless of the latter being an assured or a third party. Such contact indirectly confirms the complaint has been received by the company. Failing to receive a signed consent to manage sensible data allows the Lloyd’s Office in Italy to refrain from undertaking any activity on the complaint, including forwarding it to other subjects, internal and/or external to the organization.

It is understood that the time allowed for providing a response to the complaint will start from the day on which the company receives consent to process sensitive data.

A decision on your complaint will be provided to the complainant, in writing, within forty-five (45) calendar days of the privacy notice and signed consent being received.