With the publication of the New IVASS Regulation 56/2025, the possibility of reporting a claim using an electronic document is introduced. This means that insurance companies will be required to provide customers with advanced digital tools for the compilation and transmission of the friendly accident report (CAI).

Electronic documents, as specified by the Regulation, must be signed using Advanced Electronic Signature (AES) and must be stored in compliance with the law: insurance companies will therefore be required to use so-called Trust Services, digital services that ensure the security of operations and the reliability of the platforms used for online claims reporting.

Digital claims reporting: the new IVASS Regulation

The New IVASS Regulation 56/2025 of March 25, 2025 introduces the option to fill out the claim report form using an electronic document: within a year, insurance companies will therefore be required to provide customers with a new reporting method, which will be added to the traditional one using the classic paper "blue form".

As stated in Article 14 of the Regulation, the IT solutions provided by insurers must be accessible via the web from both PC and smartphone, and must be signed "with signature methods that meet security requirements not lower than those established for the advanced electronic signature by the eIDAS Regulation."

Forms completed through the new online claims reporting platforms are, in fact, considered "electronic documents" under the Digital Administration Code (CAD): the digital friendly accident report (CAI), in essence, will have the same legal validity as the paper form signed by the insured parties.

The use of AES or QES ensures that the report is uniquely attributable to the insured and that the form has not been altered after signing, giving the electronic document the same legal effectiveness as a paper form signed with a handwritten signature.

Advanced Electronic Signature for claims reporting

The Advanced Electronic Signature can be used in various contexts, such as for commercial operations and for managing contracts not involving the transfer of real estate assets (which explicitly require a Qualified Electronic Signature).

According to the eIDAS regulation, an Advanced Electronic Signature has the same legal validity as a handwritten signature, as it meets the following requirements:

• Identifies the signatory of the document;

• Uniquely links the signature to the signatory;

• Uniquely links the signature to the document;

• Ensures exclusive control by the signatory over the signature creation system;

• Is connected to the signed data in a way that allows the identification of any subsequent modification;

• Ensures that the signatory can obtain evidence of what was signed;

• Identifies the entity providing the AES solution (the Trust Service Provider).

This includes types of signatures such as handwritten signatures on tablets (graphometric signatures) and those using One Time Passwords (OTP). In any case, it is the trust service provider who guarantees the user’s identification and the compliant storage of documents. According to the new IVASS Regulation, “companies may make use of trust service providers, in compliance with the applicable legal provisions, including those relating to personal data protection.” Advanced Electronic Signature solutions for claims reporting may therefore also be provided by non-qualified trust service providers, i.e., those not accredited with AgID.

Digital Trust for Car Insurance

By establishing the obligation of AES, the new IVASS Regulation extends the principles of Digital Trust to claims reporting. Insurance companies have already been able to use trust services such as the creation and storage of electronic signatures and certificates to manage other aspects of the customer relationship, starting with onboarding. With the entry into force of the new Regulation, however, all companies will be required to do so – at least in relation to claims.

The topic of “digital trust” therefore officially becomes part of the vocabulary of Car Insurance: those who had chosen to stick to more traditional methods for managing procedures and contracts will now have to engage with trust services for the first time and choose a service provider capable of ensuring secure interactions and enabling the construction of a digital trust relationship with customers.

To build and maintain this trust with the company, users of Digital Trust Services must be assured that their personal data is handled securely and responsibly, and that digital operations are carried out ethically and in accordance with the law: a task that insurance companies will need to delegate to trust service providers capable of guaranteeing the reliability of their platforms and the security of all digital transactions.