Complaints
Last updated: June 2026
Pursuant to Article 10-ter of ISVAP Regulation No. 24/2008, introduced by Article 5 of IVASS Measure No. 46/2016, a complaint is a statement of dissatisfaction submitted in writing against an insurance undertaking or an intermediary, relating to an insurance contract or service.
Complaint handling is an essential element of the company’s internal control system, as well as a requirement under current legislation.
It enables the identification of operational and conduct-related issues, the prevention of recurring errors through improvement processes and communication among the various corporate bodies, the reduction of reputational risk, and support for the Administrative Management in the proper performance of its duties.
1. Scope of the procedure
At TP Insurance S.r.l., the procedure applies to all complaints relating to the products distributed and the services managed within the scope of the activities carried out by the company in its capacity as an Agent and MGA.
This includes reports involving employees and/or collaborators duly authorised by mandate, within the context of their distribution activities.
2. Complaints Officer
Complaint handling is the responsibility of the Complaints Officer, who ensures the application of this internal procedure, as well as the traceability of activities and the proper filing of supporting evidence.
TP Insurance S.r.l. provides a dedicated channel for receiving complaints, in order to ensure that complaints are properly and promptly taken in charge, while also guaranteeing the preservation of supporting evidence.
3. How to submit a complaint
Any complaints may be submitted in writing to the following email address:
In order to facilitate the handling of the complaint and the related processing times, the complaint may include:
- the complainant’s identification details;
- the complainant’s contact information;
- the policy number or claim reference, where available;
- a clear description of the disputed facts;
- any documentation useful for reconstructing the event.
You are invited to submit only the data and documentation strictly necessary for the handling of the complaint.
4. Complaint handling timing
TP Insurance S.r.l. will take charge of the complaint and handle it within the prescribed time limits.
Where the complaint concerns matters falling within the competence of the insurance company, TP Insurance S.r.l. will forward it accordingly, ensuring its traceability and monitoring.
A response to the complainant is provided within 45 days of receipt of the complaint.
5. IVASS and Insurance Ombudsman
Should the complainant not receive a response within the above-mentioned period, or consider the response received unsatisfactory, they may contact IVASS in accordance with the procedures laid down by current legislation.
Where the relevant conditions are met, as of 15 January 2026 the Insurance Ombudsman is operational as an alternative dispute resolution system for insurance matters, which can be accessed exclusively online through the dedicated portal.
Insurance Ombudsman portal: www.arbitroassicurativo.org
6. Contact
For complaints or information regarding the complaints handling procedure, please contact:
TP Insurance S.r.l.
Via Frugoni 15/7
16121 Genova (GE), Italy
Email: corporate@tpinsurance.eu
Tel. +39 375 5418989
7. Updates
TP Insurance may update this complaints information from time to time. Any changes will be published on this page.
