If a complaint is not fully or partially resolved, the Policyholder/Claimant may contact the Insurance Arbitrator (AAS), established pursuant to Article 187-ter of the Italian Insurance Code.

The Insurance Arbitrator is an out-of-court dispute resolution (ADR) system that decides on matters concerning the interpretation or execution of the insurance contract or violations of conduct obligations, without complex burdens for the client.

Conditions for access: You can appeal to the AAS only if:

1. A written complaint has been previously sent to the intermediary or the company;
2. 45 days have passed without a response, or the response received is deemed unsatisfactory;
3. No more than 12 months have passed since the complaint was submitted;
4. No pending lawsuit exists on the same matter before the Judicial Authority or another decision-making body.

AAS decisions are not binding like a court judgment, but any non-compliance by the intermediary or company will result in publication of the information on the IVASS and AAS websites, ensuring market transparency.

For submitting an appeal and consulting the full regulations: https://www.arbitroassicurativo.org/