Complaints

Dear customer,

Thanks for choosing us. We are committed to providing a high quality service and meeting the needs of our customers. If you have any dissatisfaction or complaint, we are here to listen to you and resolve any issue promptly and fairly.

This customer complaint management policy complies with the complaint management procedure that entered into force on 11/26/2016, as established by IVASS Provision 46/2016, amending ISVAP Regulation 24/2008.

1. Definitions In the context of this policy, the following definitions apply:
2. Client: a natural or legal person who has taken out an insurance policy through the insurance brokerage agency. b. Complaint: A written or verbal communication expressing dissatisfaction or a claim by a customer regarding the services or actions of the insurance brokerage firm.
3. Objectives of the complaint handling policy Our main objectives in handling customer complaints are as follows:
4. Provide customers with an adequate channel to submit complaints simply and effectively. b. Deal with customer complaints in a timely, fair and professional manner. c. Resolve customer complaints in a way that restores customer confidence and satisfaction. d. Monitor complaints to identify any areas for improvement in our services.
5. Filing of Complaints – Clients can submit a complaint to the insurance brokerage agency through the following channels:
6. By sending a written communication to the address Via Monte Zovallo, 17 – 43124. Parma (PR). b. By sending an email to info@fgis.it. c. By directly contacting a representative of the insurance brokerage agency via the telephone number +39 0521 1523245.
7. Complaint Handling Procedure When a complaint is received, the insurance brokerage agency will take the following procedure:
8. Receipt of Claim: The Insurance Brokerage Agency acknowledges receipt of the claim within 5 business days from the date of receipt. b. Evaluation of the claim: The insurance brokerage agency examines the claim impartially, considering the circumstances and the available evidence. If necessary, we may request additional information or documentation. c. Response to Complaint: The insurance brokerage agency will provide a written response to the customer within 45 days of receiving the complaint. In the event that more time is needed to properly evaluate the complaint, we will provide the customer with a reasonable estimate of response times. d. Settlement of Claim: If the claim is found to be valid, the insurance brokerage agency will attempt to provide a fair and appropriate settlement. If necessary, we may take corrective measures to prevent similar problems from recurring in the future. And. Monitoring and Recording: The insurance brokerage firm will monitor and record all complaints received, related responses, and actions taken to resolve them. This will help us identify any systematic problems or trends and make improvements to our practices.
9. Competent Authority If the client is not satisfied with the response provided by the insurance brokerage agency, he may apply to the competent dispute resolution authority. The competent authority is IVASS – Istituto per la Vigilanza sulle Assicurazioni and the customer can contact it at the address via del Quirinale 21 -00187, Rome (RM) or via the website ivass.it.

We recognize the importance of dealing with customer complaints appropriately and will do everything we can to resolve any problems that arise. Your satisfaction is our priority.

Best regards,

FGIS Insurance Services