Complaints and Insurance Ombudsman

How to file complaints and resolve disputes

To the insurance Company
For any complaint relating to the Insurance contract, the complainant may apply directly in writing (by post, fax or e-mail) to the Company's Complaints Department:

Elips Life Ltd.
(Complaints Office)
Via San Prospero, 1 - 20121 Milan, Italy
Fax: +39 02 82 958909
e-mail: erpynzv@crp.ryvcfyvsr.pbz

specifying in writing and in detail the reasons and facts invoked. The Company will reply to the complainant within and no later than 45 (forty-five) days from receipt of the complaint.

To IVASS (italian Authority)
If the complainant is not satisfied with the outcome of the complaint or if no response is received within 45 days, the complainant may write to:

IVASS - Consumer Protection Service
Via del Quirinale, 21 - 00187 Rome.
The complaint must be sent to IVASS by post or by fax to 06.42.133.206.
The complaint may also be submitted via PEC to the certified email address ghgryn.pbafhzngber@crp.vinff.vg.
The following complaint form can be used: http://www.ivass.it/ivass_cms/docs/F2180/Allegato2_Guida ai reclami.pdf
Info on: www.ivass.it.

To FMA (Liechtenstein Authority)
Complaints that may be addressed to IVASS, may also be addressed to the Supervisory Authority of the Company's country of origin (Liechtenstein), namely, in accordance with its provisions, to the

Financial Market Authority (FMA) of Liechtenstein
Landstrasse 109, Postfach 279
9490 Vaduz, Liechtenstein
Phone +423 236 7373 - Fax +423 236 7374 - Email: vasb@szn-yv.yv

Please note that in the event that the complaint is not or only partially upheld, the right to appeal to the Judicial Authorities shall remain unaffected.

Before going to Court, alternative dispute resolution systems may be used:

• Mediation: by contacting a Mediation Body among those listed by the Ministry of Justice, which can be consulted at www.giustizia.it (Law 9/8/2013, no. 98).
• Assisted Negotiation: By requesting your lawyer to the company.
• Other alternative dispute resolution systems: For the resolution of cross-border disputes, the complaint may be submitted directly to the competent foreign system, i.e. the system of the country in which the insurance company that issued the contract is based (which can be found by accessing the website http://www.ec.europa.eu/fin-net) or to IVASS, which will forward it to the system and inform the complainant.

Complaints Handling Activities – Annual Report

• No documents yet

The Insurance Ombudsman is the out-of-court dispute resolution system between customers, insurance companies, and intermediaries, established pursuant to Article 187.1 of the Insurance Code and governed by the Decree of the Ministry of Enterprises and Made in Italy No. 215/2024 and IVASS Order No. 163/2025. The Ombudsman is competent for disputes relating to insurance contracts, benefits and claims settlement, and insurance distribution activities.

When you can contact the Insurance Ombudsman

You can apply to the Ombudsman only after submitting a written complaint to ElipsLife or the intermediary, in the following cases: no response within 45 days or a response deemed unsatisfactory. The application must be submitted within 12 months from the date the complaint was filed.

How to submit an application

Applications must be submitted exclusively through the official online platform of the Insurance Ombudsman: www.arbitroassicurativo.org
A fee of €20 is required, which will be refunded if the application is upheld.

Nature of the decision The decisions of the Insurance Ombudsman are not judicial in nature. Any decision by the company not to comply will be made public in accordance with the provisions of current legislation.

Decisions of the Insurance Ombudsman – not executed