Digital CAI: From 1 July 2025, Constatazione Amichevole di Incidente (Italy’s accident statement) will be made available online

Here's what will change for policyholders and companies when the digital CAI comes into effect on 1 July 2025

From this date, motorists in Italy will be able to submit the CAI (Constatazione Amichevole di Incidente) – the joint accident statement – entirely online. Introduced by IVASS Regulation No. 56/2025, this reform requires all insurers operating in Italy to provide policyholders with digital tools with which to report motor claims.This marks a significant leap forward in the digitisation of insurance processes, modernising one of the last remaining paper-based procedures. However, it is important to note that the traditional paper form retains full legal validity. Those who prefer it can continue using the paper version, which will have no impact on their rights. So, how does the digital CAI work?Most insurers have already created a dedicated section on their mobile apps, websites or web platforms to support digital CAI submissions. The process can be completed in just a few steps using a smartphone, tablet or PC:1. Open the insurer’s app or website and select 'Digital CAI'.2. Enter the necessary details, such as the policy number, vehicle and driver data.3. Add information about the accident, including the time, date and location.4. Describe the dynamics of the event using a sketch (uploaded or drawn digitally).5. Attach high-resolution photos showing the damage to the vehicles.6. Apply a joint digital signature using SPID (Italy’s public digital ID) or CIE (Electronic ID Card).7. Submit the form directly to the insurance provider.This system improves accuracy and speeds up processing, which is especially useful in stressful situations when mistakes are more likely to be made with paper forms. The Insurance Ombudsman: An Alternative Dispute Resolution Mechanism for Insurance MattersOn 6 November 2024, the Italian Ministry for Business and Made in Italy issued Ministerial Decree No. 215, introducing the Insurance Ombudsman ('Arbitro Assicurativo') — a new out-of-court dispute resolution mechanism established within IVASS (the Italian Insurance Supervisory Authority).This collegial body offers an alternative to traditional mediation and assisted negotiation procedures, providing a streamlined, low-cost way to resolve insurance-related disputes. Scope of jurisdictionThe Ombudsman has jurisdiction over all disputes arising from insurance contracts, including matters relating to the recognition of rights (including compensation), obligations and entitlements linked to insurance services and coverage.Notably, cases concerning claims handled by the Road Victims Guarantee Fund or the Hunting Accident Guarantee Fund, as well as those falling within the remit of CONSAP (the Italian Public Insurance Services Concessionaire), are expressly excluded. How the procedure worksThe arbitration procedure may be initiated directly by the policyholder or claimant via an online platform, without the need for legal representation and at minimal cost.Importantly, this process is integrated within the complaints-handling framework; submitting a complaint to the insurance company or intermediary is a mandatory prerequisite.Only if there is no response or the response is unsatisfactory can the claimant escalate the matter to the Insurance Ombudsman. Once the complaint has been accepted, the Ombudsman must issue a decision within 90 days, which can be extended by a further 90 days in particularly complex cases. Legal weight and reputational implicationsAlthough decisions issued by the Insurance Ombudsman are not legally binding, non-compliance by supervised entities will result in reputational consequences. IVASS will publish the name of the non-compliant company on its website.