If the service offered by Assicurazioni Generali S.p.A., the contractual relationship or the management of claims are not to your liking and you would like to make a complaint, you can send the complaint, specifying that it is a relationship with Assicurazioni Generali S.p.A. in one of the following ways:

• in writing to Assicurazioni Generali S.p.A. - at Generali Italia S.p.A. - Customer Advocacy and Customer Protection - Via Leonida Bissolati, 23 - 00187 Rome;
• or to the e-mail address reclami.it@generali.com

The company department in charge of complaints management is Customer Advocacy and Customer Protection. The relevant regulations allows 45 days within which to provide a response to the complaint, but we will take care to respond as soon as possible, in collaboration with the Company Lines and Services involved.

Should you not be satisfied with the outcome of the complaint or should you not receive a reply within the prescribed deadline, you can refer the matter to IVASS (Institute for the supervision of insurance) - Servizio Tutela del Consumatore - via del Quirinale, 21 - 00187 Roma, by completing this form and attaching the documentation relating to the complaint handled by the Company. In these cases and for complaints concerning compliance with sector regulations to be submitted directly to IVASS, the complaint must indicate:

name, surname and address of the complainant, with eventual telephone number;
identification of the subject or subjects whose work is complained of;
brief description of the reason for the complaint;
copy of the complaint submitted to the insurance company and any feedback provided by the same;
any document useful to more fully describe the relative circumstances.

Further information is available on the IVASS website (IVASS - Complaints).

It is also possible to use alternative dispute resolution methods provided for by law or by agreement, before contacting the Judicial Authority.

Insurance disputes on the determination and estimation of damages under non-life policies.
In the event of a dispute regarding the determination and estimation of damages, the insured party may resort to a contractual expert appraisal, according to the procedures specified in the Conditions of Insurance, by submitting a request to:
Generali Italia S.p.A. - Via Marocchesa, 14 - 31021 Mogliano Veneto (TV)
Certified e-mail address: generaliitalia@pec.generaligroup.com

If, on the other hand, disputes arise under non-life policies for which a contractual expert appraisal has already been carried out, or which concern contractual issues not related to claims, compulsory mediation shall be resorted to - as necessary for the prosecution of legal action in insurance disputes - by applying to a Mediation Body included in the register of the Ministry of Justice, to be found on the website www.giustizia.it.
Mediation requests must be sent to:
Generali Italia S.p.A. - Via Marocchesa, 14 - 31021 Mogliano Veneto (TV)
Certified e-mail address: generali_mediazione@pec.generaligroup.com
Alternatively, your lawyer can request an optional assisted negotiation by applying to:
Generali Italia S.p.A. - Via Marocchesa, 14 - 31021 Mogliano Veneto (TV)
Certified e-mail address (PEC): generaliitalia@pec.generaligroup.com.

Insurance disputes on medical matters
In the event of disputes of a medical nature relating to accident or health policies, the insured party may resort to arbitration, according to the procedures specified in the Conditions of Insurance, by submitting a request to:
Generali Italia S.p.A. - Via Marocchesa, 14 - 31021 Mogliano Veneto (TV)
Certified e-mail address (PEC): generaliitalia@pec.generaligroup.com.
If, on the other hand, disputes arise under accident or health policies for which arbitration has already been carried out, or which concern contractual issues not related to claims, compulsory mediation or optional assisted negotiation shall be resorted to, as described in the previous section.

Disputes under Legal Protection coverage
Where a maximum sum for legal protection is specified in the policy and the relevant cover is, therefore, operative (and where the following is provided for in the Conditions of Insurance signed by the Policyholder), in the event of disagreement between the Insured and the Company regarding the advisability of resorting to legal proceedings, as well as the subsequent management of the dispute, the decision shall be referred to an arbitrator.
The request for arbitration must be sent to:
Generali Italia S.p.A. - Via Marocchesa, 14 - 31021 Mogliano Veneto (TV)
Certified e-mail address (PEC): generaliitalia@pec.generaligroup.com.
If, on the other hand, disputes arise with regard to the above-mentioned guarantees for which arbitration has already been used, or which concern contractual issues not related to claims, the law provides for compulsory mediation or optional assisted negotiation, as described in the previous section.

Complaint management activities - Report 2023

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