Any complaints concerning the contractual relationship or the management of claims must be submitted in writing to the Company:
S2C SpA Compagnia di Assicurazioni di Crediti e Cauzioni - Complaints Officec/o General Secretary Via San Gregorio 29 - 20124 Milan E-mail: reclami@s2cspa.it fax: +39 02 89056097
It is the responsibility of the Company to provide feedback within a period of 45 days from the date of receipt of the complaint
In case of complete or partial refusal of the claim, the claimant may contact IVASS (Institute for the Supervision of Insurance), Via del Quirinale, 21 Rome, Italy 00187. Fax: +39 06. 421.33. 353/745.
It is possible to present the following complaints to IVASS:
a) complaints to check compliance with the provisions of Decree No. 209 of 7 September 2005 including the Code of Private Insurance and its implementing regulations, and the provisions of Part III, Title III, Chapter I, Section IV (bis) of Legislative Decree, No. 206 of 6 September 2005 concerning the distance marketing of financial services to consumers, by insurance and reinsurance businesses, brokers and loss adjusters.
b) complaints that have already been presented directly to insurance companies, which have not been answered within 45 days of receipt by the companies themselves or who has not received a satisfactory response.
c) complaints for resolving cross-border disputes.
The Complainants who wish to make a complaint to IVASS may use a downloadable template directly from the institution's website by following this link: https://www.ivass.it/ivass_cms/docs/F2180/Allegato2_Guida ai reclami.pdf.
Disputes concerning the quantification of damages and the allocation of responsibilities remain the exclusive competence of judicial authorities, including the right to resort to arbitration, where provided
As well as the possibility to contact IVASS as specified above, and / or involve judicial authorities, the complainant may choose to make use of alternative systems of dispute resolution where established by regulation or custom, such as
- mediation aimed at reconciliation: this procedure can be initiated by depositing a special petition to a mediation body in the place of the court with territorial jurisdiction for the dispute; the register of mediation bodies is available on the website of the Italian Ministry of Justice www.giustizia.it.
- assisted negotiation aimed at an amicable settlement of the dispute: this is begun with an invitation to sign an agreement by the interested party to his opposite, which in the event of a willingness to participate, will have to respond within 30 days; the parties must necessarily be represented by a lawyer.
- arbitration: You can have recourse when foreseen by the general conditions of insurance, or if the parties sign an arbitration agreement; this can be initiated using a specific application in which the object of contention has been identified.