Step 1 – Contact us to register a complaint
You can contact us via letter, email or telephone. Our contact details are as follows:
Vision Exchange Building,
Triq it-Territorials, Zone 1,
Central Business District,
Telephone: 0800 912 1464
Please quote your policy number in any correspondence.
When we receive your complaint we will acknowledge receipt of your complaint. We will also provide you with the name and contact details of the person who will be investigating your complaint.
Step 2 – Investigation and final decision of the complaint
Once our investigation is complete we will send you a complaint decision which will detail the outcome of your complaint.
A complaint decision will be sent no later than fifteen Maltese working days from when you registered your complaint. In the unlikely event we have been unable to send you a complaint decision within fifteen Maltese working days from the date you registered your complaint, we will write to you and explain why we have been unable to reach a complaint decision and when you can expect to receive a complaint decision from us.
Step 3 – If you remain dissatisfied with the final decision
If you are not satisfied with our complaint decision you have the right to refer your complaint to the Arbiter for Financial Services. Their contact details are:
Office of the Arbiter for Financial Services
St. Calcedonius Square
Telephone: 00356 212 49245 (standard overseas call charges may apply)