How to fill a complaint
Any possible complaint regarding the contractual relationship or the handling of claims must be submitted in writing as follows:
Registered mail to the following address:
Cattolica Life DAC – Servizio Reclami
Suite 2332 26,
Upper Pembroke Street,
Dublin 2 D02 X361, Ireland
- Fax: 0035316720660
- E-mail firstname.lastname@example.org
The complaint should specify the following details:
- Name, surname and full address of the complainant;
- Policy number and name of the policyholder;
- Details of the person/persons whose behavior is the subject of the complaint.
The company will handle the complaint and will respond within 45 days from receipt.
For matters relating to the contract: if the response from the Company is not satisfactory, or in the case of a missed response within 45 days, the complainant can send the request to:
Istituto per la Vigilanza sulle Assicurazioni
Via del Quirinale, 21
Fax: 0642133745 or 0642133353
using the Complaint Form available in the IVASS website (www.ivass.it - Section "Guida ai reclami"), together with copy of the previous correspondence with the Company.
The letter of complaint to Ivass must contains the following essential elements: name, surname, address of the complainant with any telephone number, name of the undertaking, intermediary whose behavior is the subject of the complaint, short and comprehensive description of the reason for the complaint and all the documents needed to completely describe the fact and its circumstances.
For matters concerning the transparency of information: if the answer from the Company is not satisfactory, or in the case of missed response within 45 days, the complainant should contact
Via G.B. Martini, 3
or Via Broletto, 7
Phone: 0684771 / 02724201
sending the complaint documentation together with previous correspondence with the Company.
For cross-border dispute resolution you can submit the complaint to IVASS or directly to the competent foreign authority asking for the activation of the procedure FIN-NET. The authority of jurisdiction can be identified by accessing http://ec.europa.eu/internal_market/fin-net/members_en.htm.
Please note that there is the possibility to activate the mediation process aimed at the reconciliation of civil disputes ( D.lgs 4 marzo 2010 n. 28 ) presenting specific application to the mediation bodies (art. 4 and art. 16 D.lgs 4 marzo 2010 n. 28).
Please note that there is always the right to appeal to the Judicial Authority.
Arbitrator for the Financial Disputes
The company adhered to the Arbitrator for the Financial Disputes (hereinafter "RFD" or "Arbitrator").
The Arbitrator is an alternative dispute resolution system, established by the CONSOB resolution no.19602 of May 4, 2016.
The Arbitrator field of action is related to disputes between Investor and intermediary Company) regarding the infringement of obligations of diligence, honesty, and transparency of information provided to the Investors, in exercise of the activities covered in part II of the TUF, including cross border disputes subject to the EU Regulation n. 524/2013.
For more details please visit the Authority website.