Frequently Asked Questions

Important information for pensioners of Istituto Nazionale della Previdenza Sociale (INPS) who receive their pension payments abroad.

• Who is Citi?

  Citi is an international banking group, a financial services leader, with approximately 200 million current accounts opened by its customers in over 160 different countries and jurisdictions. Additional information is available on the website www.citi.com.

• Why am I receiving the Life Certificate Pack?

  Since 1 February 2012, the Istituto Nazionale della Previdenza Sociale (INPS) has partnered with Citi to provide pension benefit payments for pensioners, who like yourself, reside abroad. As a global banking leader in providing financial services and the execution of pension payments, Citi will help to ensure punctual, efficient and a secure service

• What do I need to do now?

  Please fill out the Life Certificate Form (yellow form) in BLOCK CAPITALS and black ink.

  For your convenience, you will find enclosed in the pack you have received the form in two languages. You are required to return ONLY ONE version of the document in the language of your choice.

  Should you require assistance to fill out this form, you may also contact a Patronato recognised by the Italian Government.

  The Life Certificate Form duly completed, signed, dated and accompanied by the Supporting Documentation must be mailed using the pre-addressed envelope included in the Life Certificate Pack (alternatively, you may send all of the above to the following address: PO Box 4873, Worthing BN99 3BG, United Kingdom).

  You should NOT address any enquiries to the "PO BOX 4873" above as they will not be responded to. Should you have any questions, please refer to the "Assistance and how to contact Citi" section.

  Acceptable Witnesses - The Life Certificate Form must be signed in the presence of an Acceptable Witness. A full list of Acceptable Witnesses for your country is included within the Life Certificate Pack. The Acceptable Witness must also sign and stamp the form, completing the required section.

  Supporting Documentation - Citi also asks that you provide ONE of the following documents:

  • a photocopy of a valid photo-identity document (passport, identity card or driving licence); OR
  • a photocopy of the first page of a recent bank statement for your current account, not older than 90 days; OR
  • a photocopy of a bill with your name on it (e.g. gas, telephone, electricity), not older than 90 days.

  The documents listed above will not be returned.

  No strings, staples or any other binding material should be used to bind the Supporting Documentation and/or attach the same to the Life Certificate Form as this may delay the processing of your documents by Citi.

• Why do I have to complete and sign the Life Certificate Form (yellow form)?

  Citi must verify the life existence of all pensioners residing abroad at least once per year. If duly completed, signed and accompanied by the requested documentation, and submitted, the Life Certificate Form (yellow form) will ensure you, as legitimate beneficiaries, the correct payment of your pension.

• May I share or photocopy the Life Certificate Form (yellow form)?

  No. This Life Certificate Form (yellow form) is unique for each pensioner and is intended to be used exclusively by the same pensioner. It cannot be shared or photocopied. In the event that you need a new Life Certificate Form (yellow form), please contact the Citi INPS Pensioner Support Team.

• Where must I send my completed Life Certificate Form (yellow form)?

  For your convenience, we have included a pre-addressed envelope to facilitate delivery. Alternatively, you may send the completed Life Certificate Form (yellow form), together with the requested documents to the following address: PO Box 4873, Worthing BN99 3BG, United Kingdom

• When is the deadline for sending the completed Life Certificate Form (yellow form)?

  For the purpose of timely payment execution by Citi, the Life Certificate Form (yellow form), duly completed, signed and accompanied by the requested documentation, must be received no later than 03 June 2013.

• What will happen if the Life Certificate Form (yellow form) is not received by 3 June 2013?

  Failure to return the Life Certificate Form (yellow form), duly completed, signed and accompanied by the requested documentation, could result in suspension of your pension payments starting on 1 July 2013.

• Who can authenticate my Life Certificate Form (yellow form)?

  The Life Certificate Form must be signed in the presence of an Acceptable Witness. A full list of Acceptable Witnesses for your country is included within the Life Certificate Pack. The Acceptable Witness must also sign and stamp the form, completing the required section.

• What supporting documentation do I need to include?

  Citi also ask that you provide ONE of the following documents:

  • a photocopy of a valid photo-identity document (passport, identity card or driving licence); OR
  • a photocopy of the first page of a recent bank statement for your current account, not older than 90 days; OR
  • a photocopy of a bill with your name on it (e.g. gas, telephone, electricity), not older than 90 days.

  The documents listed above will not be returned.

  No strings, staples or any other binding material should be used to bind the Supporting Documentation and/or attach the same to the Life Certificate Form as this may delay the processing of your documents by Citi.

• Do I need to go to a Citi branch office for any reason?

  No, there is no need to go to a Citi branch office. Citi has begun to take an active role in paying pensions only from 1 February 2012.

  In any case, the Citi INPS Pensioner Support Team is already active and available to answer all of your questions, including those pertaining to the Life Certificate Form (yellow form), without the need to visit a Citi branch office.

• What should the pensioner do if the ID does not match the name on the letter?

  In the event the pensioner does not hold any photo ID in the name of the payment from Inps, it is possible to contact the designated Citi INPS Pensioner Support team who will be available to assist with the enquiry.

• If I have a question or complaint, whom should I contact?

  Should you have any questions or need further information in this regard, please contact the Citi INPS Pensioner Support team.

  Email: inps.pensionati@citi.com

  Call: Citi INPS Pensioner Support Team from Monday to Friday between 08.00 and 20.00 (Italian local time).

  Speak with a designated Client Service Officer in Italian, English, Spanish, French, German or Portuguese. See Assistance and How to contact Citi section.

  You should NOT address any enquiries to PO Box 4873, Worthing BN99 3BG, United Kingdom as they will not be responded to.

*Calls are free of charge from a land line. Calls from mobile phones may be charged. Consult your mobile phone carrier for further information on associated costs.

**Calls to this number will be billed based on international calling charges. Ask your network provider for more details on call charges to Italy.