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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
00187 Rome

Telephone no.: 800 486661 (from Italy)
Telephone no.: +39 06 42021 095 (from outside Italy)
Fax no.: +39 06 42133 206
Certified email (Italy only)

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.