How to submit a complaint

We are committed to delivering high-quality services every day, as customer satisfaction is fundamental to our success.
We are always available to address and resolve any issues you may experience.
If you are not fully satisfied, you may submit a complaint at any time.
All complaints are handled with the utmost care, with the aim of restoring trust and using feedback as an opportunity to further improve our services.

What is a complaint

A complaint is a written expression of dissatisfaction concerning an insurance undertaking, an insurance intermediary, or an intermediary listed in the relevant register, in relation to an insurance contract or service.
Requests for information or clarification, claims for compensation, or requests for the performance of a contract are not considered complaints.

Complaint handling

In accordance with ISVAP Regulation No. 24 of 19 May 2008, as amended by IVASS Measure No. 46 of 2016, policyholders may submit a written complaint to the intermediary, without prejudice to their right to refer the matter to the courts.

If you are not satisfied with the outcome of the complaint, or if you do not receive a response from the intermediary within the statutory timeframe (45 days from receipt of the complaint), you may refer the matter to IVASS – Intermediaries Supervision Department, Via del Quirinale 21, 00187 Rome, enclosing all documentation relating to the complaint submitted to the intermediary.

From 15 January 2026, entitled parties may also lodge an appeal with the Insurance Arbitrator via the dedicated portal available at www.arbitroassicurativo.it, where full details on eligibility requirements, submission procedures and further relevant information can be found.

Any failure by the intermediary to comply with decisions issued by the Insurance Arbitrator must be disclosed on the intermediary’s website, in a dedicated section, for a period of six months.

In addition, entitled parties may:

– refer the dispute to alternative out-of-court dispute resolution schemes within the FIN.NET network to which the undertaking belongs or is subject, pursuant to Article 2(3) of the Decree of the Ministry of Enterprises and Made in Italy of 6 November 2024, No. 215;
– make use of any other dispute resolution mechanisms provided for under applicable law, as indicated in the additional Insurance Product Information Documents (IPIDs).
Written complaints addressed to IVASS must include:

– the complainant’s first name, surname and address, together with a contact telephone number where available;
– identification of the party or parties whose conduct is being challenged;
– a clear and concise description of the grounds for the complaint;
– a copy of the complaint submitted to the intermediary and any response received;
– any supporting documentation relevant to the circumstances described.
Where insurance intermediation activities are carried out in collaboration pursuant to Article 22 of Decree-Law No. 179 of 18 October 2012 (e.g. broker-to-broker, broker-to-agency, or broker-to-insurance company head office), complaints are handled by the intermediary that has the direct contractual relationship with the insurance undertaking.
The intermediary cooperating with that party is deemed a “collaborating intermediary”.

Complaints may be submitted using the relevant form (available as an attachment and from our offices) by registered mail with return receipt or by certified email (PEC) using the contact details below.

Complaints Office:

Email: reclami@verlingue.it
Registered mail with return receipt: to the intermediary’s registered office – FAO: Complaints