Complaints
Any complaint concerning contractual relations or accident management must be submitted in written form to
IMA Italia Assistance S.p.A.,
Servizio Reclami, Piazza Indro Montanelli 20, 20099 Sesto San Giovanni - Fax: +39 02 26223973 - Email: assistance@imaitalia.it.
Applicants who are not satisfied with the result of the complaint or who have not received a reply from IMA Italia Assistance S.p.A. in the maximum delay of forty-five days can apply by post to IVASS, Via del Quirinale, 21 - 00187 Roma or by fax to +39 06.42.133.353/745 or by certified mail to ivass@pec.ivass.it, filling the following form: www.ivass.it.
In particular it is possible to use Alternative Dispute Resolutions such as:
- mediation ex D.Lgs n.28/2010;
- settlement conferences ex. L. n.162/2014;
- arbitration.
REPORT COMPLAINTS 2025
According to Regolamento IVASS n. 24/2008, the Claim Department has provided the
following report.
During 2025 IMA Italia Assistance S.p.A. received 83 complaints and replied
to applicants with the following classification: accepted, conciliated and rejected.
The term of reply was given according to the regulation above mentioned and in particular
the average processing time was 12 days.
Hereby, the report of complaints 2025 of IMA Italia Assistance S.p.A. illustrating quantitative
data, kinds of complaints, outcomes, and processing time.
| COMPLAINTS CONCERNING |
TOTAL |
| ASSISTANCE |
73 |
| SUPPLIERS |
2 |
| MEDICAL ASSISTANCE |
0 |
| COMMERCIAL ISSUES |
8 |
| TOTAL |
83 |
| |
ACCEPTED |
CONCILIATED |
REJECTED |
| ASSISTANCE |
8 |
2 |
63 |
| SUPPLIERS |
1 |
0 |
1 |
| MEDICAL ASSISTANCE |
0 |
0 |
0 |
| COMMERCIAL ISSUES |
2 |
0 |
6 |
| TOTAL |
11 |
2 |
70 |
| PROCESSING TIMES * |
TOTAL |
% |
| Complaints with processing times < 45 days |
83 |
100% |
| Complaints with processing times > 45 days |
0 |
0% |
* According to Regolamento n. 24/2008, 45 days
is the dead line to give the official reply to
applicants.