Italy complaints handling
Definition of a complaint
A statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaints handling should be differentiated from claims handling as well as from simple requests for execution of the contract, information or clarification.
Definition of a complainant
A person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already lodged a complaint e.g. a policyholder, insured person, beneficiary and in some jurisdictions, injured third party.
A decision on your complaint will be provided to you, in writing, within forty-five (45) calendar days of the complaint being made.
External Dispute Resolution
Institute for Insurance Supervision (IVASS)
via del Quirinale 21
The IVASS website provides further information about how to refer your complaint to IVASS and a template letter that may be used. Please see the link below.