As of May 26, 2025, the official website of the Insurance Arbitator (Arbitro Assicurativo) is online. This body, established under the Decree of the Italian Ministry of Business and Made in Italy of 6 November 2024, No. 215, is intended to serve as an alternative dispute resolution (ADR) mechanism between consumers and insurance companies or intermediaries.
The Arbitator is not yet operational: its effective start will be formalized through a resolution by IVASS (i.e., Italian Institute for Insurance Supervision), which will be published both on the IVASS website and on the Arbitator’s site. In the meantime, although it is not yet possible to submit complaints, the website offers a preliminary overview of the structure and functioning of the forthcoming system.
Key Features of the New ADR Mechanism
The Insurance Arbitator will handle disputes arising from contractual relationships between consumers and insurers/intermediaries, aiming to simplify procedures and reduce litigation. Once operational:
- the procedure will be entirely online via a dedicated portal;
- it may be initiated without legal assistance;
- a procedural fee of €20 will apply, refundable if the claim is accepted;
- the decision will be issued within 90 days, with a possible extension in complex cases.
Although the decisions will not be legally binding, non-compliance will be publicly disclosed for a five-year period, generating reputational consequences.
Obligations for Insurers and Intermediaries
Under the ministerial regulation, participation is automatic for:
- insurance companies headquartered in Italy or operating in Italy under the freedom to provide services or right of establishment;
- intermediaries registered with the RUI (Single Register of Insurance Intermediaries) or relevant lists.
Insurance undertakings shall:
- designate a point of contact for handling claims;
- ensure an appropriate electronic communication channel (e.g., certified email);
- provide clear client information on how to access the Arbitator system.
Operators from the EEA who intend to adhere to another FIN-NET affiliated ADR system shall notify IVASS within and not later than 30 July 2025.
Website Content
The website already allows users to consult:
- general information on the Arbitator and its jurisdiction;
- the procedure for submitting a complaint (once effective);
- a public list of non-compliant insurers or intermediaries (if applicable);
- FAQs and regulatory updates.
A dedicated user area will, in due course, enable real-time tracking of individual proceedings.
Link to the Insurance Arbitator Website (complaint submission not yet available): https://www.arbitroassicurativo.org/homepage/index.html (italian only)
Users are encouraged to visit the website in preparation for the upcoming launch.
Further regulatory updates from IVASS are expected to provide details on operational timelines and compliance obligations.