Insurance Ombudsman

From January 15, 2026, complaints may be lodged with the Insurance Ombudsman (AAS), an alternative dispute resolution system for insurance matters.
The AAS is an independent and impartial body, assisted in its work by IVASS; decisions are taken by a Panel composed of five members.
A complaint to the AAS may be filed by the policyholder, the insured, the beneficiary of an insurance contract or an injured party having a direct right of action against the insurance undertaking (for example, in the case of MTPL).
The complaint can be filed against an insurance undertaking and/or an insurance intermediary.

The AAS is a simple, quick, and inexpensive means of protection.

The complaint is submitted exclusively online through the portal, no legal assistance is required; the cost for the complainant is 20 euro, which will be returned if the complaint is upheld.

PLEASE NOTE THAT: You can submit a complaint only if you have already lodged a written claim with the undertaking and/or intermediary for the same reasons, and you have not received a reply within 45 days or you are not satisfied with the reply you received. The submission of a written claim is a prerequisite for the admissibility of the complaint to the AAS.

The Panel decides on the complaint within 180 days of its submission, which may be extended for a further period of 90 days for particularly complex disputes.

The AAS decides exclusively on the basis of the documentation submitted by the parties and may not, on its own initiative, order new expert reports, the acquisition of witness evidence or verbal statements.

Visit the site www.arbitroassicurativo.org for the necessary information and access the AAS portal to file a complaint.