Insurance Management Consultancy

1. What is the Insurance Arbitrator

The Insurance Arbitrator is an alternative dispute resolution system established at IVASS to resolve disputes between consumers and insurance companies and/or intermediaries in a simple, fast, and cost-effective way.

2. Main Features

• Free online procedure (contribution of €20, refundable if the claim is accepted)

• No legal assistance required

• Decision within 45 days

• Guided and documented procedure

• Does not affect the right to go to court

3. Value Limits

• Life policies: €300,000 (death only) / €150,000 (other cases)

• Non-life policies: €25,000

• Direct action by the injured party: €2,500

• No limit for verification of rights/obligations without monetary claims

4. Submitting Complaints

The client may submit a complaint regarding the services and products offered by the insurance intermediary using the contact details below. The complaint will be handled according to the internal procedures established by IVASS regulations.

The intermediary will respond within 45 days of receiving the complaint.

5. Recourse to the Insurance Arbitrator (AAS)

If the client is not satisfied with the response received or does not receive a reply within 45 days, they may refer the matter to the Insurance Arbitrator (AAS), an independent body providing a simple and fast way to resolve disputes.

Disputes handled by the AAS

• Rights and obligations arising from insurance policies
• Behavior of the intermediary during insurance distribution
• Service issues related to contract execution

Conditions to access the AAS

• Submitting a prior complaint to the intermediary
• Waiting for a response, or after 45 days without receiving it
• Not having already taken the matter to court for the same dispute

6. Alternative Dispute Resolution (ADR / ODR)

If the contract was concluded online, the client may also use the ODR (Online Dispute Resolution) platform of the European Commission:

ODR Platform

© 2026 - Assigeco Srl

IMPORTANT NOTICE: Pursuant to art. 12, paragraph 2 of Ministerial Decree 215/2024, non-compliance with the following Insurance Arbitrator decisions is reported:

PRIVACY NOTICE

This publication is made in compliance with personal data protection regulations (GDPR). All identifying data of the individuals involved have been removed to protect privacy. For information on your data protection rights, contact the Data Protection Officer at [DPO email address].