Source: https://www.solyda.it/it/company/reclami.html
Timestamp: 2019-12-10 09:13:26+00:00

Document:
SOLYDA | Your financial energy | Reclami - Company
Informazioni sulla procedura reclami ex. Art. 10 reg. 24.2008
Secondo quanto previsto dal Regolamento Ivass n. 24/2008 e successive integrazioni:
In tutti i casi in cui l’utente, ad esempio contraente, assicurato, beneficiario o danneggiato, associazione dei consumatori, si ritenga insoddisfatto relativamente ad un contratto o a un servizio assicurativo intermediato tramite Solyda (d’ora in poi denominata anche come “l’Intermediario”), potrà, in prima battuta, sporgere formale reclamo per iscritto (a mezzo raccomandata/PEC), attraverso i seguenti canali:
Ufficio Compliance - gestione reclami
Sede legale: Via Roberto Lepetit n° 8
Tel.: +39 02.00.668.100
Fax: +39 02.00.668.101
e-mail: reclami@solyda.it
PEC: solyda@pec.it
Ulteriori informazioni sul sito: www.solyda.it
Si precisa che non sono considerati reclami le richieste di informazioni o di chiarimenti, le richieste di risarcimento danni o di esecuzione del contratto.
L’intermediario inoltrerà prontamente all’Impresa il reclamo che lo gestirà dando risposta al reclamante entro 45 giorni dal ricevimento.
In alternativa è possibile seguire le istruzioni riportate nelle rispettive pagine denominate “Reclami” presenti sui siti delle Compagnie mandanti di Solyda.
L’elenco aggiornato delle Compagnie mandati di Solyda è disponibile sul sito dell’Ivass www.ivass.it visitando la sezione "Gli Operatori" e cliccando “Accedi al Registro Unico” eseguendo la ricerca per:
- Numero Iscrizione: A000504337
- Ragione o denominazione sociale Società: SOLYDA S.R.L.
telefono: 06 421331 – fax: 06 42133 745 - 06 42133 353
utilizzando lo specifico modello disponibile sul sito dell'Ivass (www.ivass.it - sezione "Guida ai reclami"), corredando l'esposto della documentazione relativa al reclamo trattato dalla compagnia e dell'eventuale riscontro fornito dalla stessa.
L’esposto, comunque inviato, andrà corredato di copia del reclamo già inoltrato alla Società e del riscontro ricevuto.
Secondo quanto previsto dall’art. 4 del Regolamento IVASS 24.2008 potranno essere inviati all’IVASS:
- i reclami per l’accertamento dell’osservanza delle disposizioni del decreto e delle relative norme di attuazione, nonché delle disposizioni della Parte III, Titolo III, Capo I, Sezione IV bis del decreto legislativo 6 settembre 2005, n. 206 relative alla commercializzazione a distanza di servizi finanziari al consumatore, da parte delle imprese di assicurazione e di riassicurazione, degli intermediari e dei periti assicurativi;
- i reclami già presentati direttamente alle imprese di assicurazione ai sensi dell’articolo 8, che non hanno ricevuto risposta entro il termine di 45 giorni dal ricevimento da parte delle imprese stesse o che hanno ricevuto una risposta ritenuta non soddisfacente;
- i reclami per la risoluzione di liti transfrontaliere di cui all’articolo 7.
Si ricorda che il reclamante, in alternativa alle sopra illustrate modalità, potrà attivare, ove applicabile:
Modulo Reclami Solyda
Information on complaint procedure in compliance with Art. 10 reg. 24.2008
According to the provisions of Ivass Regulation n. 24/2008 and subsequent additions:
In all cases in which the user, for example the contractor, insured party, beneficiary, or damaged party, feels unsatisfied with a contract or an insurance service intermediated through Solyda (henceforth the “Intermediary”), they can, first, present a formal complaint in written form (via registered mail/certified email), through the following channels:
Compliance Office – Complaint Management
Further information at: www.solyda.it
Requests for information or clarification are not considered complaints, nor are requests for reimbursement.
The complaint must contain the following essential elements:
name, surname, full address of the complainer;
policy number and name of the contractor;
statement of the person or persons whose work is object of complaint;
brief and exhaustive description of the reasons for the complaint.
The Intermediary will forward the complaint to the Company, where it will be managed and a reply will reach the complainer within 45 days of receiving it.
Alternatively, it is possible to follow the instructions in the “Complaint” section of the mandating Companies and Solyda’s websites.
The updated list of Solyda’s mandating Companies is already available on Ivass’ website www.ivass.it by clicking on “Access the Sole Register” under the “Operators” section, and starting a search by:
- registration number: A000504337
- business name: SOLYDA S.R.L.
Whereas the complainer weren’t satisfied with the outcome of the complaint, or in the absence of a response by the maximum term of 45 days, they can address:
through the form available on the Ivass website (www.ivass.it – section “Guide to Complaints”), adding the documentation concerning the complaint that the Company dealt with, and possibly the response received from the Company.
The complaint to Ivass, however sent, will have to be accompanied by a copy of the original complaint and the received response.
In compliance with art. 4 of IVASS Regulation 24.2008, one can send to IVASS the following:
- complaints for the verification of compliance with the decree’s dispositions and the fulfilment norms, with the provisions of Part III, Title III, Head I, Section IV bis of legislative decree of 6 September 2005 n. 2016, concerning distance-commercialisation by insurance and re-insurance firms, by intermediaries and insurance consultants;
- complaints already presented directly to insurance firms in compliance with article 8, which haven’t received any response within the 45 days of reception of the complaint, or which have received unsatisfactory response;
- complaints for the resolution of extra-border litigations as per article 7.
The complaint to Ivass must contain the following essential elements: name, surname, address of the complainer, and, if possible, phone number; name of the firm and of the person or persons whose work is object of complaint; brief and exhaustive description of the reasons for the complaint, together with any useful document to fully describe the accident and its circumstances.
For the resolution of extra-border litigations it is possible to present the complaint to Ivass or directly to the foreign competent body, asking for the activation of the FIN-NET procedure. The competent system can be identified through the website http://www.ec.europa.eu/internal_market/fin-net/members_en.htm
It is reminded that the complainer, as an alternative to the above options, will be able to activate, where possible:
- the procedure expressed in the Agreement from 19th March 2012, between Ania and the consumer Associations, regarding the resolution of litigations arising from civic liability car accidents between insurance firms and clients, and for controversies concerning the management of car civic liability controversies where the reparation is lower than 15.000 euros;
- the procedure of assisted negotiation as per legislative decree 132/2014, changed from law 162/2014, in compliance with art. 3 of the decree itself concerning controversies on reparations for accidents from vehicles and boats;
- the procedure for mediation of civic controversies as per legislative decree of 4th March 2008 n.28, presenting specific motion in compliance with art. 4 to the mediation bodies appointed by art. 16 of the decree on controversies concerning insurance contracts other than car civic liability.
It is reminded that it is in one’s power and right to appeal to the judiciary Authorities.
Solyda Complaint Form

References: Art. 10
 Art. 10
 art. 4
 art. 3
 art. 4
 art. 16