As of 15 January 2026, the Italian Insurance Arbitrator (Arbitro Assicurativo) officially becomes operational. This new alternative dispute resolution (ADR) body is designed to provide policyholders, beneficiaries and businesses with a fast, simple and cost-effective tool to resolve disputes with insurance companies and intermediaries.
Purpose and legal framework
The Insurance Arbitrator was established by Ministerial Decree No. 215/2024, published in the Italian Official Gazette, and subsequently regulated by IVASS, the Italian Insurance Supervisory Authority. IVASS appointed the members of the Arbitration Panel in October 2025 and confirmed the start of operations on 15 January 2026. The initiative aligns the insurance sector with ADR mechanisms already in place in the banking and financial fields, strengthening consumer protection and market transparency.
How it works
– The Insurance Arbitrator is an independent and impartial body.
– It handles disputes arising from insurance contracts between policyholders, insured parties, beneficiaries and insurance undertakings or intermediaries.
– Before filing a claim, the claimant must have submitted a written complaint to the insurance company or intermediary and awaited the response within the statutory timeframe.
– Applications are submitted online through a dedicated digital platform.
Timing and costs
– The Arbitration Panel must issue its decision within 180 days from the filing of the claim.
– The procedure involves a symbolic fee of €20, which is refunded if the claim is upheld.
– Decisions are not legally binding, but non-compliance by insurance companies is publicly disclosed, creating a strong reputational deterrent.
A supervisory and monitoring role
Beyond dispute resolution, the Insurance Arbitrator is intended to function as a monitoring tool for recurring market issues, enabling IVASS to identify systemic shortcomings and enhance supervisory activity.
Why this update matter
The entry into force of the Insurance Arbitrator marks a significant step forward for the Italian insurance market, offering a more efficient way to resolve disputes while promoting fairness, accountability and consumer confidence.
Adherence to the Insurance Arbitration System
For insurance companies operating in Italy under the freedom to provide services (FOS) regime, adherence to the Insurance Arbitration System is optional.
However, such companies are required to notify IVASS of the out-of-court dispute resolution system (ADR) within the FIN-NET network to which they adhere, as well as the relevant website address.
Additional requirements
We further note that 14 January 2026 is the deadline for compliance with the new disclosure obligations introduced by IVASS Measure No. 163 of 25 November 2025.
In the event of automatic or voluntary adherence to the Insurance Arbitration System, insurance companies and insurance intermediaries shall update the following pre-contractual documents:
- MUP (Single Pre-contractual Module): Integration of the disclosure regarding the possibility of recourse to the Insurance Arbitration System and reference to the ADR systems within the FIN-NET network.
- Additional DIP:Update of the information documents for all product lines (Life, Non-Life, Motor Third Party Liability Insurance, IBIPs).
In order to allow the inclusion of information concerning procedures for recourse to the Insurance Arbitration System or other ADR systems within the FIN-NET network, the Additional DIP may extend to one additional page beyond the original three-page limit provided for under IVASS Regulation No. 41/2018. - Company website and corporate social media profiles: Clear inclusion of contact details for submitting complaints and information on access to out-of-court dispute resolution procedures, as well as direct links to the Insurance Arbitration System or other FIN-NET ADR systems.
Conclusions
As of 15 January 2026, the Insurance Arbitration System will become operational as a new pillar of protection and service for the Italian insurance market, with the aim of balancing the efficiency of ADR mechanisms with the protection of policyholders.
Consequently, it will be necessary to update pre-contractual disclosure documentation (MUP, Additional DIP) as well as the companies’ digital presence.
Our Law Firm is available to assist with:
- the verification of compliance of existing documentation; and
- support in the review and integration of pre-contractual disclosures.
Should you not yet have taken the necessary steps, or should you require further clarification on the regulatory framework, please feel free to contact our Insurance Team.