Conciliation is a simple and quick solution, studied by ANIA and consumer associations as an alternative to the judicial one to resolve any dispute that may arise following a car accident.

A path that can be followed for disputes concerning the management of third-party liability claims with damages up to 15,000 euros, i.e., over 90% of those that occur in Italy.

The initiative was agreed between ANIA, the Association of Insurance Companies, and the Consumer Associations Acu, Adiconsum, Adoc, Altroconsumo, Assoutenti, Casa del Consumatore, Centro Tutela Consumatori Utenti, Cittadinanzattiva, Codacons, Codici, Confconsumatori, Federconsumatori, Lega Consumatori, Movimento Consumatori, Movimento Difesa del Cittadino, Unione Nazionale Consumatori.

If an insured decides to use the conciliation procedure, he can proceed in two ways: a) by making a request at the counters of the member consumer associations; b) by sending the request for conciliation online through the site www.conciliazioneaniaconsumatori.it to one of the member consumer associations.

In the event of a car accident, if there are problems with the insurance company regarding the management of damage compensation in the Motor Vehicle TPL sector, you must first submit a complaint in writing to the same company.

How to submit a complaint

The complaint has to be sent to the insurance company, and it needs to contain the following essential elements: complainant name, surname, and domicile, name of the company, name of the intermediary or expert whose work is complained of, a brief description of the reason for the complaint and any document useful to describe the fact and related circumstances fully.

If you are not satisfied, use the conciliation procedure

Conciliation is a simple and quick solution, studied by ANIA and consumer associations as an alternative to the judicial one to resolve any dispute that may arise following a car accident.

Who can request it

The conciliation procedure can be requested by consumers only in the event of disputes concerning motor liability claims with a claim for compensation of up to 15,000 euros.

The consumer can resort to the conciliation procedure after submitting a claim for damages and subsequently making a complaint to the competent insurance company. Furthermore, he/she must have provided this company with all the information necessary for ascertaining the claim and its assessment.

The procedure is activated if the following cases occur:

• when the consumer has not received a reply from a company within the terms established by law;
• if the company has refused his/her claim for compensation;
• if he/she has not accepted, except as a down payment, the compensation offer from the company.

Furthermore, the conciliation procedure can be initiated on the condition that the consumer:

• has not already appointed other parties to represent him or, in the case of an assignment already conferred to third parties, has withdrawn such assignment before starting the conciliation procedure;
• has forwarded the claim for compensation to the insurer of his own vehicle for material damage and injuries to the driver and to the insurer of the carrier vehicle if transported (in car accidents falling within the scope of the direct compensation procedure).