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.

To view pre-2020 statistics, you can visit the page Reporting on Complaints in the Publications and Statistics section.

Last update

8 November 2024

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Data on complaints - 1st half-year 2024

  1. Comment on aggregate data on the complaints received by insurance undertakings in the 1st half-year 2024 (only in Italian) pdf 391.7 KB
  2. Annex 1 – Data broken down by single undertaking – table complaints / premiums (only in Italian) xlsm 36.4 KB
  3. Annex 2.a–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - Life xlsm 34.0 KB
  4. Annex 2.b–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts-Non life xlsm 93.8 KB
  5. Annex 2.c – Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - MTPL xlsm 34.5 KB

Data on complaints - year 2023

  1. Comment on aggregate data on the complaints received by insurance undertakings in the year 2023 (only in Italian) pdf 407.0 KB
  2. Annex 1 – Data broken down by single undertaking – table complaints / premiums (only in Italian) xlsm 38.2 KB
  3. Annex 2.a–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - Life xlsm 34.6 KB
  4. Annex 2.b–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts-Non life xlsm 94.8 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 - 1st Half Year 2023

  1. Comment on aggregate data on the complaints received by insurance undertakings in the 1st half-year 2023 (only in Italian) pdf 399.7 KB
  2. Annex 1 – Data broken down by single undertaking – table complaints / premiums (only in Italian) xlsm 37.8 KB
  3. Annex 2.a–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - Life xlsm 33.1 KB
  4. Annex 2.b–Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts-Non life xlsm 93.0 KB
  5. Annex 2.c – Data broken down by undertaking and departments (commercial/claims management/administration)–table complaints/contracts - MTPL xlsm 33.0 KB

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