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Malta complaints handling

Definition of a complaint

A statement of dissatisfaction addressed to an insurance undertaking by a person relating to the insurance contract or service he/she has been provided with. Complaints handling should be differentiated from claims handling as well as from simple requests for execution of the contract, information or clarification.

Definition of a complainant

A person who is presumed to be eligible to have a complaint considered by an insurance undertaking and has already lodged a complaint e.g. a policyholder, insured person, beneficiary and in some jurisdictions, injured third party.

Timescales

A prompt acknowledgement of the complaint, in writing, within 5 (five) business days of the complaint being made.

A final response to be provided within 8 (eight) weeks of receipt of the complaint.

External Dispute Resolution

Office of the Arbiter for Financial Services

1st Floor

St Calcedonius Square

Floriana FRN 1530

Malta

 

Tel: 80072366 (from inside Malta)

Tel: +356 212 49245 (from outside Malta)

Email: complaint.info@financialarbiter.org.mt

Website: www.financialarbiter.org.mt/en/Pages/Home.aspx