Italian Institute for Insurance Supervision reports 107460 insurance complaints in 2025 with overall decline driven by Italian insurers and increases at foreign firms

The Italian Institute for Insurance Supervision has published 2025 data on complaints received by insurance undertakings operating in Italy, showing 107,460 consumer complaints, down 5.4% from 2024. Almost half of all complaints, 47.5%, concerned motor third-party liability insurance, while 40% related to other non-life lines and 12.5% to life business. The overall decline was mainly due to a 9.5% fall in complaints against Italian undertakings, while complaints against foreign undertakings increased by 15.3%. In life business, complaints fell for both Italian undertakings, down 15.4%, and foreign undertakings, down 9.8%. In non-life business, complaints against foreign undertakings rose by 12.7% in other non-life lines and by 20.7% in motor third-party liability, while complaints against Italian undertakings declined. Of all complaints, 29.8% were upheld, about 8% ended in a settlement and 62% were rejected. The average response time was 21 days, compared with the regulatory maximum of 45 days. IVASS has also made the full documentation and complaint rankings available on its website through interactive tables that allow comparisons across operators.