The Italian Institute for Insurance Supervision (IVASS) published its statistics on complaints received from consumers by Italian and foreign insurance undertakings operating in Italy in 2024, reporting 113,537 complaints, up 5.6% from 2023. Complaints increased by 5.8% for Italian insurers and by 4.3% for foreign insurers. The rise was driven in particular by complaints in “other non-life lines” linked to losses from exceptional weather events in 2023, where the concentration of claims over a short period affected settlement processes. By line of business, 45% of complaints related to motor third-party liability, 41% to other non-life lines, and 14% to life insurance; 31.8% were upheld, just over 8% ended in a settlement, and 60% were rejected. The average response time was 22 days, below the statutory 45-day limit. IVASS also made available the full documentation and a ranking of complaints by undertaking, with interactive tables that allow comparisons across operators.
Italian Institute for Insurance Supervision (IVASS) 2025-05-27
Italian Institute for Insurance Supervision publishes 2024 complaint statistics showing a 5.6% rise to 113,537 claims
The Italian Institute for Insurance Supervision (IVASS) reported a 5.6% increase in consumer complaints in 2024, totaling 113,537, with Italian insurers seeing a 5.8% rise and foreign insurers a 4.3% rise. The increase was largely due to complaints in non-life lines related to 2023 weather events, affecting settlement processes. IVASS provided detailed documentation and interactive tables for comparing complaints across insurers.