This page is an English translation of the Italian original, provided for convenience. In case of discrepancy, the Italian version prevails.
SOTHIS S.r.l. gives the utmost attention to handling complaints properly. This page explains how to file a complaint and, if the response is unsatisfactory, the out-of-court dispute resolution tools available to the client.
A complaint is a written statement of dissatisfaction relating to an insurance contract or service. Requests for information or clarification, and requests to perform the contract or settle a claim, do not constitute a complaint and should be directed to the usual assistance channels.
Complaints about the conduct of SOTHIS S.r.l. and its employees and collaborators can be submitted in writing to:
SOTHIS S.r.l. — Complaints Office
Via della Giuliana 37, 00195 Rome, Italy
Email: reclami@sothisinsurance.it — PEC (certified email): sothis@legalmail.it
The complaint must state the complainant's name, address and tax code (or VAT number), the policy or file number it refers to, and a description of the facts. SOTHIS responds within 45 days of receipt.
Complaints concerning the insurance product, the handling of the contractual relationship, claims settlement or the insurer's conduct must be addressed to the complaints function of the insurer that issued the policy:
The insurer also responds within 45 days of receiving the complaint.
If the complainant is not satisfied with the outcome, or receives no response within 45 days, they may contact:
IVASS — Consumer Protection Service
Via del Quirinale 21, 00187 Rome, Italy
PEC (certified email): ivass@pec.ivass.it — Fax: +39 06.42133206
Form available at ivass.it
The complaint to IVASS must include: the complainant's details and address, identification of the party complained about, a brief description of the reason for the complaint, a copy of the complaint already filed and of any response received, and any other useful document.
Since 15 January 2026 the Insurance Arbitrator (Arbitro Assicurativo, AAS) has been operational — an out-of-court dispute resolution body set up at IVASS (Decree of the Ministry of Enterprises and Made in Italy, MIMIT, no. 215 of 6 November 2024, and IVASS implementing rules). Provided a complaint has first been filed with SOTHIS and/or the insurer and no response has been received within 45 days, or the response is unsatisfactory, the client may bring proceedings before the AAS within 12 months of the date of the complaint, for facts occurring no earlier than 3 years before. Proceedings are filed exclusively online through the portal www.arbitroassicurativo.org.
Recourse to the Insurance Arbitrator, like mediation, is a condition for bringing court proceedings.
In the event of a cross-border dispute, a complainant domiciled in Italy may file a complaint with IVASS or directly with the competent foreign scheme, identifiable through the FIN-NET network (ec.europa.eu — FIN-NET), pursuant to article 2(3) of MIMIT Decree no. 215 of 6 November 2024.
Before turning to the courts, it is also possible to use compulsory mediation (Legislative Decree 28/2010), as a condition for bringing court proceedings, by contacting a Mediation Body listed in the register of the Ministry of Justice (giustizia.it), or assisted negotiation through one's own lawyer.
SOTHIS S.r.l.'s registration with the RUI (Section A — Agents, no. A000827585) can be verified at any time on the Register of Insurance and Reinsurance Intermediaries, on the IVASS website: ruipubblico.ivass.it.
Regulatory references: ISVAP Regulation no. 24 of 19 May 2008, as amended; MIMIT Decree no. 215 of 6 November 2024; IVASS measures on the Insurance Arbitrator; Legislative Decree 209/2005 (Italian Private Insurance Code). Last updated: 1 September 2026.
Insurers on whose behalf we operate
Full details of the relationship, including commissions on motor liability contracts, are published in the Pre-contractual Information Form (Modulo Unico Precontrattuale).