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 2023
According to Regolamento IVASS n. 24/2008, the Claim Department has provided the following report.
During 2023 IMA Italia Assistance S.p.A. received 36 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 6 days.
Hereby, the report of complaints 2023 of IMA Italia Assistance S.p.A. illustrating quantitative data, kinds of complaints, outcomes, and processing time.
| COMPLAINTS CONCERNING |
TOTAL |
| ASSISTANCE |
32 |
| SUPPLIERS |
3 |
| MEDICAL ASSISTANCE |
0 |
| COMMERCIAL ISSUES |
1 |
| TOTAL |
36 |
| |
ACCEPTED |
CONCILIATED |
REJECTED |
| ASSISTANCE |
2 |
3 |
27 |
| SUPPLIERS |
1 |
1 |
1 |
| MEDICAL ASSISTANCE |
0 |
0 |
0 |
| COMMERCIAL ISSUES |
0 |
1 |
0 |
| TOTAL |
3 |
5 |
28 |
| PROCESSING TIMES * |
TOTAL |
% |
| Complaints with processing times < 45 days |
36 |
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.