Complaints and Insurance Arbitrator
Customers of AXA France VIE S.A. and AXA France IARD S.A., Insurance and Reinsurance Companies – General Representatives for Italy, operating in Italy under the establishment regime, who are dissatisfied with the contracts or claims management provided by insurance companies, may submit a complaint to AXA PARTNERS (an AXA group company responsible for handling complaints on behalf of these companies) at the following addresses:
AXA PARTNERS
E-mail
clp.it.reclami@partners.axa
Fax
02 23331247
Address
Complaints Office, Corso Como, Milan (MI), 20154
Complaints concerning the contractual relationship or the management of claims relating to the insurance companies AXA FRANCE VIE and AXA FRANCE IARD, operating in Italy under the freedom to provide services, must be sent in writing by post, fax or e-mail to the following addresses:
AXA FRANCE VIE / AXA FRANCE IARD
E-mail
service.axacreditorit@partners.axa
Fax
+33 1 64734660
Posta
Piazzale Biancamano 8 - Milan (MI), 20121
The complaint must include the following information:
- name, surname, full address and telephone number of the complainant;
- policy number and name of the policyholder;
- number and date of the claim to which reference is made;
- brief and comprehensive description of the reason for the complaint;
- any other information and documents useful for describing the circumstances of the case.
Insurance companies are required to respond within 45 days of receiving the complaint, as required by current legislation.
If the complainant has not received a response or considers it unsatisfactory, before contacting the judicial authorities, they may write to IVASS – Istituto per la Vigilanza sulle Assicurazioni (Insurance Supervisory Authority) – Servizio Tutela del Consumatore (Consumer Protection Service), Via del Quirinale 21, 00187 Rome (by fax to 06 42.133.206 or by certified email to ivass@pec.ivass.it), providing a copy of the complaint already submitted to the company and the relevant response, using the form available on the website www.ivass.it and ensuring that the following information is included:
- name, surname and address of the complainant, with telephone number if available;
- identification of the person or persons whose actions are the subject of the complaint;
- a brief and comprehensive description of the reason for the complaint;
- a copy of the complaint submitted to the insurance company and any response provided by the latter;
- any document useful for assessing the case.
For the resolution of cross-border disputes, it is possible to submit a complaint to IVASS directly to the competent foreign system, requesting the activation of the FIN-NET procedure or the applicable legislation.
Before resorting to the judicial authorities, the complainant may use alternative dispute resolution systems provided for by law or convention, such as:
- From 15 January 2026, it will be possible to lodge an appeal with the Insurance Arbitrator via the portal available on its website (www.arbitroassicurativo.org), where you can consult the eligibility requirements, other information relating to the lodging of the appeal and any other useful information.
- Assisted negotiation
- Mediation
- Informal arbitration, where provided for in the policy conditions
- For the resolution of cross-border disputes, it is possible to submit a complaint to IVASS or directly to the competent foreign system—which can be identified on the europa.eu website—by requesting the activation of the FIN-NET procedure.
Documentation area