There are no specific definitions of a complaint or a complainant under the Maltese regulation.
The existing EIOPA definitions should be applied.
Definition of a complaint (EIOPA definition)
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 (EIOPA definition)
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 in writing, within 15 (fifteen) working days of the complaint being made.
External Dispute Resolution
Office of the Arbiter for Financial Services
N/S in Regional Road
Msida MSD 1920
Malta
80072366 (from inside Malta)
complaint.info@asf.mtThe IVASS website provides further information about how to refer your complaint to IVASS and a template letter that may be used.
Submit a complaint online