2003 Social Report - PDF file - Unipol
2003 Social Report - PDF file - Unipol
2003 Social Report - PDF file - Unipol
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SECTION III – SOCIAL REPORT<br />
UNIPOL AND COMPLAINTS<br />
‘UNIPOL RISPONDE’: ACTIVITY SUMMARY<br />
36<br />
‘<strong>Unipol</strong> Risponde’ is the Company Complaints Department, which has<br />
been in operation for over 20 years. It publishes a <strong>Report</strong> each year on<br />
the complaints received by <strong>Unipol</strong> and distributes it to the Consumer<br />
2000 2001 2002<br />
Written complaints 968 946 941<br />
Telephone complaints 1,713 950 1,919<br />
<strong>Unipol</strong>: Total complaints 2,681 1,896 2,860<br />
ANIA: Total complaints in writing 1,777 2,008 1,840<br />
ISVAP: Total complaints in writing 25,635 28,925 29,781<br />
Fines imposed by ISVAP – <strong>Unipol</strong> 9 8 105<br />
Fines imposed by ISVAP – Market 1,025 1,293 4,430<br />
ISVAP fi gures refer to non-life business only<br />
Associations and Member Organizations.<br />
During 2002 <strong>Unipol</strong> received 2,860 complaints, of<br />
which 941 in written form and 1,919 by telephone.<br />
During 2002 the penalty system introduced by<br />
Law 57/2001 came into effect with reduced set-<br />
tlements for claims involving TPL. Consequently<br />
the number of penalties infl icted on insurance<br />
companies by the Supervisory Authority rose<br />
sharply (4,430). <strong>Unipol</strong> also suffered 105 pen-<br />
alties, far higher than in previous year, causing<br />
the Company – in particular the Claims Settle-<br />
ment Department – to strengthen the technical<br />
and IT capability in order to meet the require-<br />
ments of the new legislation.<br />
[ <strong>Unipol</strong> Assicurazioni | <strong>Social</strong> <strong>Report</strong> <strong>2003</strong> – Edition Summary ]
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