Only valid for customers residing in Italy

Complaints

What is a complaint

A complaint is a statement of dissatisfaction made by a person to an insurance undertaking in relation to an insurance contract or the service used by that person. The handling of complaints is to be distinguished from the handling of claims for compensation and from simple requests for contract performance, information or clarification.

Who can file a complaint

The policyholder, the insured person, the beneficiary and/or the entitled person.

How to lodge a complaint with PrismaLife

The written complaint can be sent to one of the following addresses:

Email: reclami@prismalife.com

By mail: PrismaLife AG, Industriering 40, 9491 Ruggell, Liechtenstein

Reserved area “myPrismaLife”

The complaint must contain the detailed description of the facts on which the complaint is based, the policy number and any useful information to identify the policyholder/insured person (first and last name, tax number, contact details).

Who is responsible for handling complaints?

The department Sales Admin & Controlling is responsible for handling complaints.

The company acknowledges the receipt of the complaint in writing within ten working days if it is not possible to reply within this period of time. The letter of acknowledgement informs the complainant of:

(i) the type of information that the complainant must disclose;

(ii) the identity and contact details of the body responsible for the complaint;

(iii) the procedure for dealing with the complaint, including the timescale for dealing with it. The Company undertakes to resolve the complaint as soon as possible and in any event within 45 days after having received the complaint.

Complaints about the conduct of the insurance intermediary

Complaints relating exclusively to the conduct of the insurance intermediary shall be handled directly by the intermediary and shall be addressed to the intermediary. Should the complaint be received by the company, it will be forwarded to the intermediary immediately and at the same time the customer will be informed accordingly.

Complaints relating to the conduct of the Company and the Intermediary will be dealt with separately by the Company and the Intermediary, each within their jurisdiction, and will be responded to within 45 days after receiving the complaint.

Complaints to the supervisory authorities

In case the complainant is not satisfied with the outcome of the complaint or if there is no response within the time limit, they can contact the following address:

    • To the IVASS (Istituto per la vigilanza sulle assicurazioni)

By mail: IVASS, Servizio Tutela del Consumatore – via del Quirinale, 21 – 00187 Roma; email: tutela.consumatore@pec.ivass.it; fax: 06.42133206.

To do so, fill out the complaint form available at:
https://www.ivass.it/consumatori/reclami/Allegato2_Guida_ai_reclami.pdf.

The complaint must state:

    1. name, surname, postal address of the complainant, if applicable with telephone number, email address and PEC
    2. indication of the insurance undertaking;
    3. clear and concise description of the reason for appeal;
    4. copy of the complaint filed with the insurance company and any feedback from the same;
    5. copies of all documents useful to fully describe the respective circumstances;
    6. date and signature.
    • To the FMA (Financial Market Authority Liechtenstein)

By mail: FMA – Financial Market Authority Liechtenstein, Landstrasse 109, P.O. Box 279, 9490 Vaduz, Liechtenstein or by email: info@fma-li.li

The complaint must contain the following information:

    1. first and last name, contact details (address, telephone number, email address) of the complainant;
    2. company name, address of the insurance company and type of relationship (customer, prospective customer, etc.);
    3. reason for the complaint and description of the facts;
    4. copy of any supporting documents (correspondence, account and deposit statements, contracts, investor profile, product information, advertising material, etc.);
    5. date and signature.
  • Only in the case of complaints regarding the correct preparation of the Key Information Document (KID) for insurance investment products, if you are not satisfied with the outcome of the complaint or if there is no response in accordance with the law, you may contact CONSOB – consob@pec.consob.it, Via GB Martini, 3 – 00198 Roma, (www.consob.it). Attach to the complaint the documentation on the complaint handled by the Company and its feedback.
    Information on shipping can be found on the website www.consob.it.

Possibility to appeal to the judicial authorities

With regard to disputes relating to the amount of damages and the allocation of responsibility, the judicial authority has exclusive jurisdiction. In addition, you have the right to have recourse to alternative dispute resolution systems provided by the regulatory or conventional level.

Alternative dispute resolution systems:

    • Negotiations with legal counsel (pursuant to Law No. 162 of 10 November 2014)

The procedure can be initiated by requesting your lawyer to the company. Negotiations with legal counsel aim to reach an agreement (“negotiated settlement”) in which the parties agree to work together to resolve the dispute amicably, assisted by their lawyers.
The request for negotiations with legal counsel can be addressed to:
– PrismaLife AG, Industriering 40, 9491 Ruggell, Liechtenstein
– PEC: prismalife@pec.it

    • Compulsory mediation procedure (according to Decree-Law of 4 March 2010, No. 28)

The aim of the procedure is to attempt conciliation between the parties through the intervention of an impartial person (“mediator”). The complainant may appeal to a mediation body registered in the list of the Ministry of Justice instead of the judge locally competent for the dispute. The mediation procedure is a condition of admissibility for insurance disputes.
Requests for arbitration can be made in writing to the company at:
– PrismaLife AG, Industriering 40, 9491 Ruggell, Liechtenstein
– PEC: prismalife@pec.it

    • FIN-NET procedure

To resolve cross-border disputes, it is possible to file a complaint with IVASS or directly with the competent foreign body and request the activation of the FIN-NET procedure. Further information on the FIN-NET procedure and the competent body in Liechtenstein can be found at the following link: FIN-NET