Complaints

If you are not satisfied with the conduct of an insurance undertaking, the first thing to do is to send a complaint to the complaints office of the undertaking, which must reply within 45 days. If the undertaking fails to reply within this deadline or if the reply is unsatisfactory you can apply to IVASS.

Consult our Guide on filing complaints and the list of the complaints offices of Italian and foreign undertakings.

Please use this form (docx format) to send a complaint to IVASS.

Below are some examples of cases you can submit to IVASS.

Consumer complaints are a “litmus test” of the quality level of insurance products and services. Insurance undertakings are required to send IVASS the data on the complaints received every six months; they must also publish on their websites an annual report on the activity of handling complaints, with the data on the number, type and outcome.

Below you can find for each six-month period the data on the complaints received by Italian insurance undertakings, at an aggregate level and broken down by single undertaking. Also available here are the data provided by insurance undertakings with head office in another EU country carrying on business in Italy under the right of establishment or under the freedom of services (only EU undertakings receiving more than 20 complaints in the year are required to provide data).

The data collection is aimed to enhance market transparency, providing consumers with an additional source of information on the quality of the services offered by insurance undertakings. It is not a mere list: you may also compare the data on the single undertakings, organise and classify them according to different keys (number of complaints in life business, in motor liability insurance …) and learn the incidence of complaints both on the “turnover” of each undertaking, expressed in terms of number of complaints received for every million euro in premium income, and on the number of existing contracts.

Data on complaints against insurance undertakings filed with IVASS by consumers are published in the Annual Report, in aggregate form.

Last update

23 May 2023

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DATA ON COMPLAINTS - YEAR 2022

  1. Comment on aggregate data on the complaints received by insurance undertakings in the year 2022 (only in Italian) pdf 401.0 KB
  2. Annex 1 – Data broken down by single undertaking – table complaints / premiums (only in Italian) xlsm 38.1 KB
  3. Annex 2.a–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - Life xlsm 33.7 KB
  4. Annex 2.b–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts-Non life xlsm 94.5 KB
  5. Annex 2.c – Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - MTPL xlsm 34.8 KB

Data on Complaints - 1st Half Year 2022

  1. Comment on aggregate data on the complaints received by insurance undertakings in the 1st half-year 2022 (only in Italian) pdf 564.8 KB
  2. Annex 1 – Data broken down by single undertaking – table complaints / premiums (only in Italian) xlsm 38.0 KB
  3. Annex 2.a–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - Life xlsm 34.1 KB
  4. Annex 2.b–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts-Non life xlsm 94.5 KB
  5. Annex 2.c – Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - MTPL xlsm 35.2 KB

DATA ON COMPLAINTS - YEAR 2021

  1. Comment on aggregate data on the complaints received by insurance undertakings in the year 2021 (only in Italian) pdf 579.2 KB
  2. Annex 1 – Data broken down by single undertaking – table complaints / premiums (only in Italian) xlsm 42.6 KB
  3. Annex 2.a–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - Life xlsm 39.9 KB
  4. Annex 2.b–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts-Non life xlsm 40.9 KB
  5. Annex 2.c – Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - MTPL xlsm 39.9 KB

DATA ON COMPLAINTS - 1ST HALF-YEAR 2021

  1. Comment on aggregate data on the complaints received by insurance undertakings in the 1st half-year 2021 (only in Italian) pdf 567.3 KB
  2. Annex 1 – Data broken down by single undertaking – table complaints / premiums (only in Italian) xlsm 44.0 KB
  3. Annex 2.a–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - Life xlsm 38.8 KB
  4. Annex 2.b–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts-Non life xlsm 41.2 KB
  5. Annex 2.c – Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - MTPL xlsm 33.5 KB

DATA ON COMPLAINTS - YEAR 2020

  1. Comment on aggregate data on the complaints received by insurance undertakings in the year 2020 (only in Italian) pdf 418.2 KB
  2. Annex 1 – Data broken down by single undertaking – table complaints / premiums (only in Italian) xlsm 50.1 KB
  3. Annex 2.a–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - Life xlsm 37.7 KB
  4. Annex 2.b–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts-Non life xlsm 97.2 KB
  5. Annex 2.c – Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - MTPL xlsm 35.0 KB

DATA ON COMPLAINTS - 1ST HALF-YEAR 2020

  1. Comment on aggregate data on the complaints received by insurance undertakings in the 1st half-year 2020 (only in Italian) pdf 632.9 KB
  2. Annex 1 – Data broken down by single undertaking – table complaints / premiums (only in Italian) xlsm 44.6 KB
  3. Annex 2.a–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - Life xlsm 39.2 KB
  4. Annex 2.b–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts-Non lif xlsm 38.9 KB
  5. Annex 2.c – Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - MTPL xlsm 34.9 KB

DATA ON COMPLAINTS - YEAR 2019

  1. Comment on aggregate data on the complaints received by insurance undertakings in the year 2019 (only in Italian) pdf 743.0 KB
  2. Annex 1 – Data broken down by single undertaking – table complaints / premiums (only in Italian) xlsm 46.5 KB
  3. Annex 2.a–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - Life xlsm 36.2 KB
  4. Annex 2.b–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts-Non life xlsm 42.6 KB
  5. Annex 2.c – Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - MTPL xlsm 58.2 KB

Data on complaints - 1st half-year 2019

  1. Comment on aggregate data on the complaints received by insurance undertakings in the 1st half-year 2019 (only in Italian) pdf 535.6 KB
  2. Annex 1 – Data broken down by single undertaking – table complaints / premiums (only in Italian) xlsm 35.0 KB
  3. Annex 2.a–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - Life xlsm 43.2 KB
  4. Annex 2.b–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts-Non life xlsm 46.7 KB
  5. Annex 2.c – Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - MTPL xlsm 41.9 KB

Data on complaints - Year 2018

  1. Comment on aggregate data on the complaints received by insurance undertakings in the year 2018 (only in Italian) pdf 217.9 KB
  2. Annex 1 – Data broken down by single undertaking – table complaints / premiums xlsm 55.2 KB
  3. Annex 2.a – Data broken down by undertaking and departments – table complaints/contracts - Life xlsm 49.8 KB
  4. Annex 2.b – Data broken down by undertaking and departments – table complaints/contracts - Non life except MTPL xlsm 54.9 KB
  5. Annex 2.c – Data broken down by undertaking and departments – table complaints/contracts - MTPL xlsm 50.0 KB

Data on complaints - 1st half-year 2018

  1. Comment on aggregate data on the complaints received by insurance undertakings in the 1st half-year 2018 pdf 377.6 KB
  2. Annex 1 – Data broken down by single undertaking – table complaints / premiums xlsm 59.8 KB
  3. Annex 2.a–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - Life xlsm 55.4 KB
  4. Annex 2.b–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts-Non life xlsm 60.5 KB
  5. Annex 2.c – Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - MTPL xlsm 55.9 KB
  6. Annex 3 - Data broken down by insurance group to which the undertaking belongs xlsx 24.5 KB
  7. Methodological note pdf 108.4 KB

DATA ON COMPLAINTS - YEAR 2017

  1. 2017 - Complaints received by undertakings - Aggregate data (note - only in Italian) pdf 201.6 KB
  2. 2017 - Complaints received by undertakings - Data broken down by undertaking - Table on complaints and premiums - Annex 1 (only in Italian). xlsm 57.5 KB
  3. 2017 - Complaints received by undertakings - Data broken down by undertaking - Table on complaints - contracts - Annex 2 (only Italian) xlsm 56.7 KB
  4. 2017 - Complaints received by undertakings - Broken down data by group - Annex 3 (only in Italian) xlsx 21.3 KB

DATA ON COMPLAINTS - 1ST HALF-YEAR 2017

  1. 1st HY 2017-Aggregate data on complaints as at 1st semester 2017 (note - only in Italian) pdf 437.6 KB
  2. 1st HY 2017-Methodological note on broken down data (only in Italian) pdf 89.5 KB
  3. 1st HY 2017-Complaints from consumers to undertakings –Data broken down by undertaking -Table complaints and premiums–Annex 1 (only in Itali xlsm 49.7 KB
  4. 1st HY 2017-Complaints from consumers to undertakings –Data broken down by undertaking -Table complaints and contracts–Annex 2 (only in Ital xlsm 49.1 KB
  5. 1st HY 2017-Complaints from consumers to undertakings –Data broken down by group to which the undertaking belongs-Annex 3 (only in Italian) xlsx 21.2 KB

DATA ON COMPLAINTS - YEAR 2016

  1. 2016 - Complaints received by undertakings - Aggregate data (note) pdf 205.7 KB
  2. 2016 - Complaints received by undertakings - Broken down data by undertaking - Annex 1 xlsm 64.6 KB
  3. 2016 - Complaints received by undertakings - Broken down data by group - Annex 2 xlsx 22.3 KB

Data on Complaints - 1st half-year 2016

  1. 1st half-year 2016 - Complaints received by undertakings - Aggregate data pdf 429.2 KB
  2. 1st half-year 2016 - Complaints received by undertakings - Broken down data by undertaking - Annex 1 xlsm 54.0 KB
  3. 1st half-year 2016 - Complaints received by undertakings - Broken down data by group - Annex 2 xlsm 36.2 KB

DATA ON COMPLAINTS - YEAR 2015

  1. 2015 - Complaints received by undertakings - Aggregate data pdf 401.8 KB
  2. 2015 - Complaints received by undertakings - Broken down data pdf 83.0 KB
  3. 2015 - Complaints received by undertakings - broken down data by undertaking - Annex 1 xlsm 38.0 KB
  4. 2015 - Complaints received by undertakings - Broken down data by group - Annex 2 xlsx 23.4 KB
  5. 2015 - Complaints received by IVASS pdf 282.9 KB