Claims and Insurance Arbitrator
Customers of Inter Partner Assistance S.A. Rappresentanza Generale per l'Italia, who are not satisfied with the contracts or services provided by the insurance company, or with the conduct of its insurance agents with whom they come into contact, may file a complaint through the following channels:
- mail: servizio.clienti@ip-assistance.com
- fax: +39 06 4815811
- address: Inter Partner Assistance S.A. –
Rappresentanza Generale per l'Italia
c.a. Servizio Clienti - Casella Postale 20132 Via Eroi di Cefalonia - 00128 Spinaceto
The complaint must include the following information:
- name, surname, full address, and telephone number of the complainant;
- policy number and name of the policyholder;
- claim number and date to which the complaint refers;
- brief and comprehensive description of the reason for the complaint;
- any other information and documents useful to describe the circumstances of the case.
The insurance company will provide a response within 45 days from the date of receipt of the complaint, as required by current regulations.
If the complainant has not received a reply or deems the reply unsatisfactory, before contacting the Judicial Authority, he or she may write to IVASS – Istituto per la Vigilanza sulle Assicurazioni – Servizio Tutela del Consumatore, Via del Quirinale 21, 00187 Rome (fax: 06 42.133.206 - orr by certified email to ivass@pec.ivass.it) providing a copy of the complaint already sent to the company and the relevant response, also using the form available on the website www.ivass.it, making sure to include the following information:
- Name, surname, and address of the complainant, with a possible telephone contact;
- Identification of the person or persons whose conduct is being complained about;
- 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 company;
- Any document useful for the assessment of the case.
Alternatively, you may file a complaint with the Belgian supervisory authority Financial Services and Markets Authority (FSMA), Rue du Congrès/Congresstraat 12-14, 1000 Brussels, by following the instructions on the website www.fsma.be or by accessing the appropriate form via the link www.fsma.be/en/consumer-contact-form.
Before resorting to the Judicial Authority, the complainant may use alternative dispute resolution systems provided by law or agreement, such as:
- Starting from January 15, 2026, it will be possible to file an appeal with the Insurance Arbitrator through the portal available on its website (www.arbitroassicurativo.org), where the eligibility requirements, other information regarding the submission of the appeal, and any other useful indications can be found.
- 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