Complaint to an insurance company (Italy)
Published byDocMuse
This document is in Italian
The PDF you download is in Italian — that is the language it has to be filed in, so it is not translated. Everything on this page is here to tell you what it says.
For a policyholder, insured person or injured party in Italy who disputes with an insurer a claim left unpaid or paid in part, a delay, a wrong premium or an agent’s conduct: the written complaint to the insurer’s complaints office is the first, free step. If within 45 days there is no answer or it does not satisfy, since 15 January 2026 you can turn to IVASS’s Arbitro Assicurativo, online, for a 20 € fee refunded if you win. Insurers also offer a complaint form on their websites. Send this Italian letter by PEC to the insurer’s certified address or by registered post with proof of receipt.
- Made for use in Italy
- Last updated October 14, 2026
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When to use this document
- Your insurer in Italy has not paid out for the flood damage at home for months.
- The company paid only part of the claim without explaining why.
- The agent sold you a policy different from the one you asked for.
- You want to send the insurer a written complaint so that you can then go to the insurance arbiter.
What you fill in
The details the document asks for.
- Complainant
- Complainant's address
- Sender's codice fiscale (Italian tax code)
- How the letter is sent (printed above the recipient)
- Insurer
- Insurer's postal address
- City
- Date
- Policy number
- Claim number
- What the complaint is about
- Requested outcome
Common questions
- Is a complaint to the insurer compulsory before the Italian Arbitro Assicurativo?
- Yes. The Arbitro Assicurativo can be approached only after a complaint to the insurer or the intermediary, if within 45 days no answer has come or it does not satisfy. The complaint goes to the insurer’s complaints office, which every company lists on its website with a free form; this letter also counts, by PEC or registered post with proof of receipt. Keep the receipt: you will need it to prove the date of the complaint and the end of the 45 days.
- How does Italy’s Arbitro Assicurativo work, and what does it cost?
- It is the dispute-resolution scheme between customers and insurers set up at IVASS, Italy’s insurance supervisor, in operation since 15 January 2026. Applications are made online only, within twelve months of the complaint, without needing representation, for a 20 € fee refunded if the decision goes your way. The decision is not binding like a judgment, but if the insurer does not comply this is published, and you keep the right to go to court. The IVASS website has free instructions and forms.
- Is mediation needed before suing an insurer in Italy?
- Yes: for disputes over insurance contracts, attempting mediation before a body registered with the Ministry of Justice is a condition for going to court (Article 5 of Italian Legislative Decree 28/2010). So the complaint, any application to the Arbitro Assicurativo and mediation all come before a lawsuit. Motor liability claims also have their own rules on the claim and on the time for an offer, set out in the policy terms and on the IVASS website.
How you can sign this document
- Print it and sign by hand. The signature lines in the document are left blank on purpose — sign on them in ink.
- Sign it yourself with a qualified electronic signature. If you already hold a QES — Evrotrust, B-Trust, StampIT, ZealiD or any qualified provider on the EU Trusted List, on a card, a USB token, in a mobile app or in the cloud — our signing guide explains step by step how to sign this exact file without invalidating it. Step-by-step help, and a way to check it worked
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