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complaints.

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 2022

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

During 2022 IMA Italia Assistance S.p.A. received 23 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 9 days.

Hereby, the report of complaints 2022 of IMA Italia Assistance S.p.A. illustrating quantitative data, kinds of complaints, outcomes, and processing time.



COMPLAINTS CONCERNING TOTAL
ASSISTANCE 21
SUPPLIERS 1
MEDICAL ASSISTANCE 0
COMMERCIAL ISSUES 1
TOTAL 23


  ACCEPTED CONCILIATED REJECTED
ASSISTANCE 2 3 16
SUPPLIERS 0 0 1
MEDICAL ASSISTANCE 0 0 0
COMMERCIAL ISSUES 1 0 0
TOTAL 3 3 17


PROCESSING TIMES * TOTAL %
Complaints with processing times < 45 days 23 100%
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.