How to submit complaints and pursue the out-of-court settlement of insurance disputes.
Last update: June 2026
Halcyon Insurance S.p.A. pays the utmost attention to the correct handling of complaints. This page sets out how to submit a complaint and, in the event of dissatisfaction, the out-of-court dispute resolution tools available.
1 What a complaint is
A complaint means a written statement of dissatisfaction towards an insurance undertaking or an intermediary, relating to an insurance contract or service. The following do not constitute a complaint: requests for information or clarification, requests for performance of the contract or for settlement of a claim, which should be addressed to the usual assistance channels.
2 Complaints concerning Halcyon’s conduct (intermediary)
Complaints concerning the conduct of Halcyon Insurance S.p.A. and of its employees and collaborators may be submitted in writing to:
Via Catone 3, 00192 Rome
E-mail: reclami@halcyoninsurancespa.it — PEC: halcyoninsurancespa@pec.it
The complaint must state the name, surname, domicile and tax code (or VAT number) of the complainant and a description of the reason for the complaint. Halcyon provides a reply within 45 days of receipt; this term may be suspended for a maximum of 15 days for the necessary investigation.
3 Complaints concerning the product or the undertaking’s conduct
Complaints concerning the insurance product, the management of the contractual relationship, the settlement of claims or the conduct of the undertaking must be addressed to the complaints function of the insurance undertaking that issued the policy. Halcyon’s mandating undertakings for the non-life business are:
- Wakam S.A. — the contact details of the complaints office are indicated in the contractual documentation and on the undertaking’s website;
- Nobis Compagnia di Assicurazioni S.p.A. — the contact details of the complaints office are indicated in the contractual documentation and on the undertaking’s website.
The insurance undertaking also provides a reply within 45 days of receipt of the complaint.
4 Complaints to IVASS
If the complainant is not satisfied with the outcome or does not receive a reply within 45 days, they may contact IVASS:
Via del Quirinale 21, 00187 Rome
PEC: tutela.consumatore@pec.ivass.it — Fax: +39 06 42 133 206
The complaint form is available at www.ivass.it.
The complaint to IVASS must contain: name, surname and domicile of the complainant; identification of the party whose conduct is complained of; a brief description of the reason; a copy of the complaint already submitted and of any reply; and any useful document.
5 Insurance Arbitrator
Since 15 January 2026 the Insurance Arbitrator (AAS) has been operational, an out-of-court dispute resolution body established at IVASS (Ministerial Decree MIMIT no. 215 of 6 November 2024 and implementing IVASS rules). Provided that a complaint has been submitted to the undertaking and/or the intermediary and that no reply has been received within 45 days or it is not considered satisfactory, the customer may refer the matter to the AAS within 12 months of the date of the complaint, for events not earlier than 3 years. The application is submitted exclusively online on the portal www.arbitroassicurativo.org.
6 Mediation and assisted negotiation
Before applying to the Courts, it is possible to use alternative dispute resolution systems:
- Mandatory mediation (Legislative Decree 28/2010), as a condition for bringing legal action, by applying to a Mediation Body among those listed in the register of the Ministry of Justice (www.giustizia.it);
- Assisted negotiation, through a request made by one’s own lawyer.
7 Cross-border disputes — FIN-NET
In the event of a cross-border dispute, a complainant domiciled in Italy may submit a complaint to IVASS or directly to the competent foreign system, identifiable through the FIN-NET network (ec.europa.eu — FIN-NET), requesting its activation.
8 Regulatory references
ISVAP Regulation no. 24 of 19 May 2008, as amended by IVASS Provision no. 46/2016; Ministerial Decree MIMIT no. 215 of 6 November 2024; IVASS provisions on the Insurance Arbitrator (including the Provision of 7 October 2025 and Provision no. 163 of 25 November 2025); Legislative Decree 209/2005 (Italian Private Insurance Code).