GenialLife Insurance Complaint: Submission Methods and Resolution Systems

Allianz Global Life dac pays constant attention to customer needs: any complaint against the insurance or expression of dissatisfaction is respected, appreciated, and valued as an opportunity to analyze our work, in order to identify and correct possible causes of service disruption.

Every report is received constructively and considered with the utmost attention.

We remind our customers that a complaint is not a request for assistance (for example: request for information or clarification, claim settlement, or contract execution): the latter should be addressed to our consultants using the contacts indicated below:

• Email: support@geniallife.is

Submitting a complaint

Complaints regarding the contractual relationship or claims management, including those related to the determination of the insurance benefit, must be submitted through one of the following means:

The complaint, which will be recorded in a special electronic register, will be answered within 45 days of receipt. The complainant may submit their complaint in writing, indicating, in addition to the description of the facts, the policy number in question and any useful references (tax code, first and last name, contacts, etc.) to describe the circumstances.

The aforementioned complaints must contain:

1. name, surname, and address of the complainant, with any telephone contact;
2. identification of the subject or subjects whose actions are complained of;
3. brief and comprehensive description of the reason for the complaint;
4. copy of the complaint submitted to the Company and any response provided by the Company;
5. any document useful to more fully describe the relevant circumstances.

Complaints for which the Judicial Authority has already been involved do not fall within IVASS's competence.