Complaints Procedure
At Bonnici Insurance we are committed to providing a professional, swift and helpful service to all our clients. However, if you are dissatisfied with our service, we want you to tell us. Then we can resolve your compliant and try to ensure that it does not happen again. Your feedback will make all the difference.
When you contact us, please give us your
- Name
- Contact details
- Your policy and/or claim number and the type of policy you hold
How to complain – What should you do?
Step 1 – Contacting us
The first step is to talk to a member of our staff or of the intermediary if your Policy was arranged through one. This can be done informally either directly or by telephone.
Usually the best person to talk to will be the person who dealt with the matter you are concerned about as they will be in the best position to help you promptly and to put things right. If they are not available or you would prefer to approach someone else then address the matter to the manager or senior person responsible. We will seek to resolve the problem immediately.
If we cannot do this then we will take a record of the concern and arrange the best way and time for getting back to you. This will normally be within two (2) working days.
Step 2 – Taking the complaint further
If you are still unhappy, the next step is to put the complaint in writing, addressing it to the Managing Director, via e-mail on [email protected].
Your communication should set out the details, explain what you think went wrong and what you feel would put things right. If you are not happy about writing it, you can always ask one of our staff members to take note of the complaint which you will be then asked to sign. You will be provided with a copy for your own reference. This record will be passed promptly to the Managing Director to deal with.
We will promptly acknowledge your complaint in writing and outline the steps we will take to investigate and resolve it. If we are unable to resolve your complaint within fifteen (15) working days, we will inform you of the reason for the delay and provide an estimated timeframe for resolution. Your complaint will be handled confidentially and professionally.
Taking the compliant elsewhere
If, after making a complaint to us, you are still unhappy and feel the matter has not been resolved to your satisfaction you can always seek advice elsewhere. You may contact:
Office of the Arbiter for Financial Services
N/S in Regional Road,
Msida, MSD 1920
Malta
Telephone: 8007 2366 or 21249245
E-mail: [email protected]
Website: www.financialarbiter.org.mt
The Office of the Arbiter will expect that you have a final reply to your complaint from us before approaching them.
