Complaints handling procedure
In accordance with IVASS/ISVAP Regulation No. 24 of 19 May 2008. A complaint is any written expression of dissatisfaction relating to an insurance contract or service.
How it works
- 01
Submit your complaint
Write to the carrier or to BSUA in writing — by email or PEC. State the policy/bond, the facts, and what you are asking for.
- 02
Acknowledgement & handling
The insurance company responds within 45 days of receipt (suspendable by up to 15 days where investigation requires it). Intermediaries supply requested documentation within 15 days.
- 03
Escalation
If you are dissatisfied or receive no reply within the deadline, you may escalate to IVASS or, for Bulgarian carriers, to the FSC — and, for cross-border disputes, via FIN-NET — before any litigation or ADR.
Contact us directly
Complaints: claims@bondsurety.eu
PEC (certified): bondsurety@legalmail.it
Bond & Surety Underwriting Agency MGA Srl — Via Monte Napoleone 8, 20121 Milano
Insurance companies behind our bonds
Bonds are issued on the paper of the following supervised insurers. Complaints may also be addressed directly to the relevant carrier.
BENE Assicurazioni S.p.A.
Italy · Società Benefit
LEV INS Insurance Company AD
Bulgaria · EU-passported
AXIOM Insurance Company
Bulgaria · EU-passported
Supervisory authorities
IVASS — Via del Quirinale 21, 00187 Roma · PEC ivass@pec.ivass.it · For Bulgarian carriers, the Financial Supervision Commission (FSC) — 16 Budapeshta Str., 1000 Sofia · fsc.bg.
Cross-border disputes within the EU may be routed through FIN-NET (ec.europa.eu/fin-net). You retain the right to judicial proceedings and to alternative dispute resolution (ADR / mediation) at any time.
Verify our RUI registration at servizi.ivass.it/RuirPubblica.