Insurance Arbitrator

When you can contact the Insurance Ombudsman

Before appealing to the AAS, you must have sent a written complaint to the insurance company or to YOLO S.r.l., in accordance with the procedures set out in the “Complaints” section of our website.

If you do not receive a response within the specified time frame or if you are not satisfied with the response you receive, you may appeal to the AAS within twelve months of sending your complaint.

You cannot appeal to the AAS if the matter has already been referred to a court, if arbitration proceedings have been initiated, or if the matter does not fall within the scope of the Arbitrator’s jurisdiction.

How to file an appeal

The appeal must be submitted exclusively online, via the official portal: www.arbitroassicurativo.org

The procedure is guided and can be activated directly by the customer without any obligation to seek legal assistance, although it is still possible to be represented by a solicitor or a consumer association.
When submitting the appeal, a fee of €20 (twenty) is required, which will be refunded if the appeal is upheld, in accordance with the AAS Regulations. All the information necessary to correctly file the appeal is provided on the Arbitrator’s portal.

Scope of operations and relations with the court

The Insurance Arbitrator deals with disputes relating to insurance contracts and compliance with behavioural obligations by companies and intermediaries.

The Insurance Arbitrator does not rule on matters concerning the quantification of damages or compensation for civil liability, nor does it suspend the limitation periods or forfeiture periods provided for by law for the exercise of rights arising from the contract.

Recourse to the Arbitrator does not preclude the possibility of subsequently appealing to the ordinary courts.

Further information and assistance

For detailed information on the procedure, eligibility requirements and decision timelines, please visit the official website of the Insurance Arbitrator: www.arbitroassicurativo.org

YOLO S.r.l., as an insurance intermediary, provides customers with the necessary support to navigate the procedure and access the Arbitrator’s portal, within the limits set by current legislation.