The Italian Institute for Insurance Supervision (IVASS) published statistics on complaints received by insurance companies operating in Italy in the first half of 2025, reporting 53,862 complaints, down 13.6% compared with the first half of 2024. Motor third-party liability accounted for 47% of complaints, other non-life lines for 40% and life business for 13%. The decline was driven by fewer complaints received by Italian insurers (-17.3%), with the largest reduction in other non-life lines (-19.3%), while complaints received by foreign insurers increased by 4.4% in both motor third-party liability and other non-life. Complaints in life business fell by 24.1% overall, with decreases reported for both Italian (-25.6%) and foreign (-13%) insurers. Of actionable complaints, 88.5% had been handled by the end of the semester; among those closed, 29.7% were upheld, 7.9% ended in a settlement and 62.4% were rejected. The average response time was 20 days, below the 45-day limit set by Regulation No. 24/2008, and IVASS published online interactive tables and a ranking of complaints by insurer.
Italian Institute for Insurance Supervision (IVASS) 2025-11-13
Italian Institute for Insurance Supervision reports 53,862 complaints to insurers in first half of 2025 with a 13.6% year-on-year fall
The Italian Institute for Insurance Supervision (IVASS) reported a 13.6% decrease in insurance complaints in Italy for the first half of 2025, totaling 53,862 complaints. Motor third-party liability accounted for 47% of complaints, with other non-life lines at 40% and life business at 13%. Of actionable complaints, 88.5% were handled within an average of 20 days, below the 45-day limit set by Regulation No. 24/2008.