COMPLAINTS MANAGEMENT
Procedure for submitting complaints.
Complaints addressed to GBSAPRI S.p.A. may be sent for the attention of the Complaints Function to one of the following addresses:
Ordinary or registered mail: POLIASS Insurance Brokers S.p.A., Piazza G. Bovio, 22 – 80133 Naples, Italy
Email: reclami@poliass.it
Certified email (PEC): reclami.poliass@pec.it
To facilitate the prompt start of the complaint handling procedure, a specific form is available, which the complainant may use at their discretion to submit the complaint to the broker.
If the complainant is not satisfied with the outcome of the complaint to the Broker or to the insurance company, or if no reply is received within the legal deadline, they may lodge an appeal with the Arbitro Assicurativo (Insurance Ombudsman), through the portal available on its website (www.arbitroassicurativo.org) where further eligibility requirements, information on how to submit an appeal and any other useful guidance can be found. The complainant may also make use of any other out-of-court dispute resolution systems provided for by current legislation
In the same cases, the complainant may also contact IVASS by filling in the specific form contained in the Complaints Guide available at www.ivass.it/consumatori/reclami/Allegato2_Guida_ai_reclami.pdf or CONSOB (with registered office at Via Giovanni Battista Martini 3 – 00198 Rome) as may be provided for by the Additional DIP (pre-contractual information document) of the relevant policy, attaching the documentation relating to the complaint.
Finally, the right to take legal action remains unaffected.
