Consumer Protection Directorate

It is responsible for the preliminary examination of complaints filed against insurance and reinsurance undertakings and intermediaries and performs regular analyses in order to identify critical issues, proposing, on the basis of the weaknesses found, the adoption of specific measures aimed to restore the level of consumer protection, while giving prior notification to the Market Conduct Supervision Directorate – and, where necessary, to the other supervisory structures – in order to ensure the necessary coordination.
It performs secretarial tasks for the Insurance Arbitrator, conducting the preliminary examination of the appeals received and preparing the annual report on the activity carried out.
It promotes IVASS’ initiatives on insurance education and maintains relationships with Consumer associations.

Head of Directorate: Maria Luisa Cavina
(appointed by resolution n. 49/2019 of 27 June 2019)

Deputy Head of Directorate: Violetta De Luca
(appointed by resolution no. 49/2019 of 27 June 2019)

Number of staff: 48

Complaints Handling Division

The Division assesses the correctness of undertakings' practices in settling claims to third parties and in contractual relationships between the undertaking and the policyholders, both in life and non-life insurance.
It makes preliminary investigations on the complaints received by IVASS.
It proposes the adoption of measures designed to improve protection of policyholders and third parties, highlighting any shortcomings.

  1. Massimo Francescangeli Head (appointed by resolution n. 100/2019 of 12 December 2019)
  2. Nicoletta Carnevale Deputy Head (appointed by resolution no. 49/2019 of 27 June 2019)

Division I Insurance Arbitrator Secretariat

It performs secretarial tasks for the Insurance Arbitrator in the out-of-court resolution of disputes and provides support to the relevant Committee.
It conducts the preliminary examination of the appeals received, verifies their admissibility and prepares the relevant communications.
It provides information for public disclosure and draws up the annual report on the activities carried out by the Arbitrator.
It organises information meetings with trade and consumer associations and with market operators.

  1. Marina Carnevale Deputy Head (appointed by resolution no. 100/2019 of 12 December 2019)