Non-compliant undertakings and intermediaries

Undertakings and intermediaries must comply with the decisions of the Insurance Ombudsman within 30 days of receiving the decision, including its reasoning, and within the following 5 days must forward to the Technical Secretariat the documentation proving compliance. The undertaking and/or intermediary must notify the Technical Secretariat accordingly; if they fail to do so, the fact is recorded on the AAS website.

Undertakings and intermediaries who fail to comply with the decision or who do not notify compliance within the aforementioned 5-day period are deemed to be non-compliant.

Notice of non-compliance is published on this website for a period of five years and posted on the website of the undertaking and/or intermediary for six months. If the intermediary does not have its own website, notice of non-compliance will be displayed at the premises where the intermediary operates.

It is important to know that...

If the complaint is upheld, in addition to complying with the decision, the unsuccessful undertaking and/or intermediary must:

  • reimburse the complainant the €20 fee to cover the procedural costs;
  • pay IVASS an amount of €200 (for undertakings) or €100 (for intermediaries) as a contribution to cover the procedural costs, except in specific cases.
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