We make every effort to provide you with the highest level of service but we understand that isolated instances may arise where we fail to meet your expectations.
Please contact the member of staff who has been handling your requirements for immediate remedial action, quoting your name, contact details, type and number of the insurance policy or claim number and nature of your complaint.
Our staff will investigate your complaint and try to resolve it within the shortest time possible.
In the event that you are still unsatisfied with the outcome you are kindly directed to contact the responsible Divisional Director as follows:
Personal Insurance Solutions – Mr. Rein Caruana on email@example.com
Business Insurance Solutions – Mr. Robert Galea on firstname.lastname@example.org
New Business Enquiries or Risk Consultancy – Mr. Tonio Borg on email@example.com
Claims Solutions – Mr. Mark Asciak on firstname.lastname@example.org
We commit ourselves to:
- Acknowledge your complaint within 10 working days of its receipt
- Explain how your complaint will be handled
- Instruct you on the need for any supporting documentation/information
- Provide you with our response within 20 working days from receiving all the requested information/documentation
In the unlikely event that our proposals are still not satisfactory to you, please write to our Customer Care Director, Mr. Ivan Muscat on email@example.com.
If nonetheless our efforts still remain of concern, you are cordially invited to write to our Managing Director, Mr. Joseph Cutajar on firstname.lastname@example.org.
Both our Customer Care Director and our Managing Director undertake to acknowledge your complaint within 10 working days and to provide you with a response within 20 working days of your formal notification to him.
You may also refer your complaint to The Consumer Complaints Manager, Malta Financial Services Authority, Notabile Road, Attard BKR 14, freephone 80074924, telephone 21441155, email email@example.com. You may also download a complaint form from www.mfsa.com.mt/consumer.