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
St Calcedonius Square
Floriana FRN 1530
Malta
80072366 (from inside Malta)
complaint.info@asf.mt