{"id":2364,"date":"2026-06-30T10:22:49","date_gmt":"2026-06-30T10:22:49","guid":{"rendered":"https:\/\/www.halcyoninsurance.it\/?page_id=2364"},"modified":"2026-06-30T10:30:11","modified_gmt":"2026-06-30T10:30:11","slug":"complaints-handling","status":"publish","type":"page","link":"https:\/\/www.halcyoninsurance.it\/en\/complaints-handling","title":{"rendered":"Complaints handling"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"2364\" class=\"elementor elementor-2364 elementor-2354\" data-elementor-post-type=\"page\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-790ce021 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"790ce021\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-68f0ff9c\" data-id=\"68f0ff9c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-16f2bea4 elementor-widget elementor-widget-text-editor\" data-id=\"16f2bea4\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"info\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>How to submit complaints and pursue the out-of-court settlement of insurance disputes.<\/p><p><span class=\"updated\">Last update: June 2026<\/span><\/p><nav class=\"toc\" aria-label=\"Index\"><p>Index<\/p><ol><li><a href=\"#def\">What a complaint is<\/a><\/li><li><a href=\"#interm\">Complaints to Halcyon (intermediary)<\/a><\/li><li><a href=\"#impresa\">Complaints to the insurance undertaking<\/a><\/li><li><a href=\"#ivass\">Complaints to IVASS<\/a><\/li><li><a href=\"#arbitro\">Insurance Arbitrator<\/a><\/li><li><a href=\"#adr\">Mediation and assisted negotiation<\/a><\/li><li><a href=\"#finnet\">Cross-border disputes (FIN-NET)<\/a><\/li><li><a href=\"#rif\">Regulatory references<\/a><\/li><\/ol><\/nav><p class=\"lead\">Halcyon Insurance S.p.A. pays the utmost attention to the correct handling of complaints. This page sets out how to submit a complaint and, in the event of dissatisfaction, the out-of-court dispute resolution tools available.<\/p><h2 id=\"def\"><span class=\"n\">1<\/span> What a complaint is<\/h2><p>A complaint means a written statement of dissatisfaction towards an insurance undertaking or an intermediary, relating to an insurance contract or service. <strong>The following do not constitute a complaint<\/strong>: requests for information or clarification, requests for performance of the contract or for settlement of a claim, which should be addressed to the usual assistance channels.<\/p><h2 id=\"interm\"><span class=\"n\">2<\/span> Complaints concerning Halcyon&#8217;s conduct (intermediary)<\/h2><p>Complaints concerning the conduct of Halcyon Insurance S.p.A. and of its employees and collaborators may be submitted in writing to:<\/p><div class=\"callout\"><strong>Halcyon Insurance S.p.A. \u2014 Complaints Office<\/strong><br \/>Via Catone 3, 00192 Rome<br \/>E-mail: reclami@halcyoninsurancespa.it \u2014 PEC: halcyoninsurancespa@pec.it<\/div><p>The complaint must state the name, surname, domicile and tax code (or VAT number) of the complainant and a description of the reason for the complaint. Halcyon provides a reply <strong>within 45 days<\/strong> of receipt; this term may be suspended for a maximum of 15 days for the necessary investigation.<\/p><h2 id=\"impresa\"><span class=\"n\">3<\/span> Complaints concerning the product or the undertaking&#8217;s conduct<\/h2><p>Complaints concerning the insurance product, the management of the contractual relationship, the settlement of claims or the conduct of the undertaking must be addressed to the complaints function of the insurance undertaking that issued the policy. Halcyon&#8217;s mandating undertakings for the non-life business are:<\/p><ul><li><strong>Wakam S.A.<\/strong> \u2014 the contact details of the complaints office are indicated in the contractual documentation and on the undertaking&#8217;s website;<\/li><li><strong>Nobis Compagnia di Assicurazioni S.p.A.<\/strong> \u2014 the contact details of the complaints office are indicated in the contractual documentation and on the undertaking&#8217;s website.<\/li><\/ul><p>The insurance undertaking also provides a reply within 45 days of receipt of the complaint.<\/p><h2 id=\"ivass\"><span class=\"n\">4<\/span> Complaints to IVASS<\/h2><p>If the complainant is not satisfied with the outcome or does not receive a reply within 45 days, they may contact IVASS:<\/p><div class=\"callout\"><strong>IVASS \u2014 Consumer Protection Service<\/strong><br \/>Via del Quirinale 21, 00187 Rome<br \/>PEC: tutela.consumatore@pec.ivass.it \u2014 Fax: +39 06 42 133 206<br \/>The complaint form is available at <a href=\"https:\/\/www.ivass.it\" target=\"_blank\" rel=\"noopener\">www.ivass.it<\/a>.<\/div><p>The complaint to IVASS must contain: name, surname and domicile of the complainant; identification of the party whose conduct is complained of; a brief description of the reason; a copy of the complaint already submitted and of any reply; and any useful document.<\/p><h2 id=\"arbitro\"><span class=\"n\">5<\/span> Insurance Arbitrator<\/h2><p class=\"\">Since <strong>15 January 2026<\/strong> the <strong>Insurance Arbitrator (AAS)<\/strong> has been operational, an out-of-court dispute resolution body established at IVASS (Ministerial Decree MIMIT no. 215 of 6 November 2024 and implementing IVASS rules). Provided that a complaint has been submitted to the undertaking and\/or the intermediary and that no reply has been received within 45 days or it is not considered satisfactory, the customer may refer the matter to the AAS <strong>within 12 months<\/strong> of the date of the complaint, for events not earlier than 3 years. The application is submitted exclusively online on the portal <a href=\"https:\/\/www.arbitroassicurativo.org\" target=\"_blank\" rel=\"noopener\">www.arbitroassicurativo.org<\/a>.<\/p><div class=\"callout gold\"><strong>Notice.<\/strong> Recourse to the Insurance Arbitrator constitutes, like mediation, a condition for bringing legal action.<\/div><h2 id=\"adr\"><span class=\"n\">6<\/span> Mediation and assisted negotiation<\/h2><p>Before applying to the Courts, it is possible to use alternative dispute resolution systems:<\/p><ul><li><strong>Mandatory mediation<\/strong> (Legislative Decree 28\/2010), as a condition for bringing legal action, by applying to a Mediation Body among those listed in the register of the Ministry of Justice (<a href=\"https:\/\/www.giustizia.it\" target=\"_blank\" rel=\"noopener\">www.giustizia.it<\/a>);<\/li><li><strong>Assisted negotiation<\/strong>, through a request made by one&#8217;s own lawyer.<\/li><\/ul><h2 id=\"finnet\"><span class=\"n\">7<\/span> Cross-border disputes \u2014 FIN-NET<\/h2><p>In the event of a cross-border dispute, a complainant domiciled in Italy may submit a complaint to IVASS or directly to the competent foreign system, identifiable through the <strong>FIN-NET<\/strong> network (<a href=\"https:\/\/ec.europa.eu\/info\/business-economy-euro\/banking-and-finance\/consumer-finance-and-payments\/retail-financial-services\/financial-dispute-resolution-network-fin-net_en\" target=\"_blank\" rel=\"noopener\">ec.europa.eu \u2014 FIN-NET<\/a>), requesting its activation.<\/p><h2 id=\"rif\"><span class=\"n\">8<\/span> Regulatory references<\/h2><p>ISVAP Regulation no. 24 of 19 May 2008, as amended by IVASS Provision no. 46\/2016; Ministerial Decree MIMIT no. 215 of 6 November 2024; IVASS provisions on the Insurance Arbitrator (including the Provision of 7 October 2025 and Provision no. 163 of 25 November 2025); Legislative Decree 209\/2005 (Italian Private Insurance Code).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>How to submit complaints and pursue the out-of-court settlement of insurance disputes. Last update: June 2026 Index What a complaint is Complaints to Halcyon (intermediary) Complaints to the insurance undertaking Complaints to IVASS Insurance Arbitrator Mediation and assisted negotiation Cross-border disputes (FIN-NET) Regulatory references Halcyon Insurance S.p.A. pays the utmost attention to the correct handling [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-2364","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Halcyon Insurance SPA - Managing General Agent di assicurazioni a Genova<\/title>\n<meta name=\"description\" content=\"Siamo un broker assicurativo indipendente, specializzato nella ricerca delle migliori soluzioni assicurative per privati, aziende e professionisti.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.halcyoninsurance.it\/en\/complaints-handling\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Halcyon Insurance SPA - 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