Italy complaints handling

Definition of a complaint

A written statement of dissatisfaction towards an insurance undertaking with regard to an insurance contract or service; requests for information or clarification are not considered complaints, as well as requests for indemnification or contract fulfilment.

Definition of a complainant

A subject (individual person or legal entity) entitled to file a complaint with the insurance undertaking, having a legitimate interest in the insurance contract, e.g., the policyholder, the assured, the beneficiary and the claimant.


Despite that the Italian regulation does not need to acknowledge receipt of a complaint, a privacy notice and a request for signed consent (whenever sensitive data is concerned) are provided to the complainant regardless of the latter being an assured or a third party. Such contact indirectly confirms the complaint has been received by the company. Failing to receive a signed consent to manage sensible data allows the Lloyd’s Office in Italy to refrain from undertaking any activity on the complaint, including forwarding it to other subjects, internal and/or external to the organization.

It is understood that the time allowed for providing a response to the complaint will start from the day on which the company receives consent to process sensitive data.

A decision on your complaint will be provided to the complainant, in writing, within forty-five (45) calendar days of the privacy notice and signed consent being received.

External Dispute Resolution

Institute for Insurance Supervision (IVASS)

Via del Quirinale 21

00187 Rome


The IVASS website provides further information about how to refer your complaint to IVASS and a template letter that may be used.

Useful documents