COMPLAINTS

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 2018

According to Regolamento IVASS n. 24/2008, the Claim Department has provided the following report.

During 2018 IMA Italia Assistance S.p.A. received 28 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 11 days.

Hereby, the report of complaints 2018 of IMA Italia Assistance S.p.A. illustrating quantitative data, kinds of complaints, outcomes, and processing time.




COMPLAINTS CONCERNING

TOTAL

ASSISTANCE

18

SUPPLIERS

10

MEDICAL ASSISTANCE

0
COMMERCIAL ISSUES 0
TOTAL 28


COMPLAINTS CONCERNING ACCEPTED CONCILIATED REJECTED
ASSISTANCE 4 5 9
SUPPLIERS 1 3 6
MEDICAL ASSISTANCE 0 0 0
COMMERCIAL ISSUES 0 0 0
TOTAL 5 8 15


PROCESSING TIMES * TOTAL %
Complaints with processing times < 45 days 28 100%
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.