International Passenger Protection (Malta) Ltd (the "Company") endeavours to ensure that our products and services live up to the expectations of our clients and therefore we have put in place a clear and concise complaint handling process.
The over-arching principles of this procedure are to treat complaints uniformly, ensure fair and proper treatment and preserve our good relationship with clients
This document summarises our complaints handling procedures.
Defining a Complaint
A complaint is any expression of dissatisfaction, whether oral or written, and whether justified or not, about a service or activity provided by the Company.
The website of the Company and any insurance policy document provided to insured persons shall include a complaints procedure as follows:
For Insured Persons based in the EEA
If you have a complaint, we really want to hear from you. We welcome your comments as they give us the opportunity to put things right and improve our service to you.
Please telephone us on:
Or write to:
The Customer Services Manager
International Passenger Protection (Malta) Limited
Vision Exchange Building,
Triq it-Territorjals, Zone 1,
Central Busiess District,
Birkirkara, CBD 1070, Malta..
Please make sure that you quote the policy number which can be found on your Schedule.
It is our policy to acknowledge any complaint within five working days advising you of who is dealing with your concerns and attempt to address them. We will provide you with a written response outlining our detailed response to your complaint within four weeks of receipt of the complaint. You will receive either our written response or an explanation as to why we are not in a position to provide one within eight weeks of receipt of your complaint.
If you remain dissatisfied with the response to the complaint or it is not resolved within the timescales detailed above, you have the right to contact the Office of the Arbiter for Financial Services:
The Office of the Arbiter for Financial Services,
1st Floor, St Calcedonius Square,
Floriana FRN 1530, Malta;
Telephone: 00 356 21 249 245
For more information, please see online at www.financialarbiter.org.mt
The Arbiter for Financial Services Arbiter (Malta) will expect the insured person to have followed the above procedure before they accept the case.
Using this complaints procedure does not affect the insured person's legal rights.
Alternatively, as LMIE is a Luxembourg insurance company, you are also entitled to refer the dispute to any of the following dispute resolution bodies:
Commissariat aux Assurances,
7, boulevard Joseph II,
Telephone: (+352) 22 69 11 - 1 -
Service National du Médiateur de la consommation – Individual Consumers ONLY
Ancien Hôtel de la Monnaie,
6, rue du Palais de Justice,
Telephone: (+352) 46 13 11
Médiateur en Assurances ACA,
12, rue Erasme,
Telephone: (+352) 44 21 44 1
Making a complaint will not affect your right to take legal action.
The Company has a Complaints Officer. Such a function is to enable customer complaints to be investigated fairly and to identify/mitigate any possible conflicts of interest. All complaints shall be followed up by the Complaints Officer to ensure that any recurring or systematic problems are properly addressed by the Company Management.
The Complaints Officer shall be entrusted to a person not involved in the handling of the claim on which a complaint has been lodged.
Documentation / Register of Complaints
The Complaints Officer shall maintain an internal register of complaints. Such a register shall be updated immediately upon receipt of any complaint and shall include:
- the subject of the complaint;
- data on the complainant;
- date of receiving and answering the complaint;
- result/outcome of the complaints handling procedure;
- class of the insurance referred to;
- the relevant documentation relating to the investigation and resolution of the complaint.
Internal Complaints Procedures
The Complaints Officer should endeavour to ensure that all complaints are resolved as follows:
- Upon receipt of a complaint, provide a written acknowledgement within five business days of receipt of such complaint. This letter will contain details of our Complaints Procedure.
- provide a response without any unnecessary delay or, at least, by not later than fifteen working days from when the complaint was registered.
- When an answer cannot be provided within fifteen working days, the Complaints Officer should inform the complainant about the causes of the delay and indicate when the investigation is likely to be completed;
- when providing a final decision that does not fully satisfy the complainant’s demand (or any final decision, within fifteen working days from the initial response provided in paragraph (a) above), a thorough explanation of the Company’s position on the complaint should be given, indicating that if the complainant is not satisfied with the way the complaint was resolved by the Company, the complainant may refer the complaint to the Office of the Arbiter for Financial Services. Such decision should be provided in writing.
- All communications with clients should be in plain language which can be clearly understood.
- If the complaint received is unrelated to the activities of the Company, the complainant should where possible be directed to the undertaking or institution responsible for handling the complaint or to any other appropriate body which may deal with the complaint and/or to seek professional advice.
The Complaints Officer shall prepare an annual report to be submitted the Board of Directors and to the Malta Financial Services Authority ("MFSA") by not later than the end of February of each year and, in accordance with Best Practice requirements in Chapter 12 of the Insurance Regulations.
Any decisions by the Office of the Arbiter for Financial Services in relation to complaints made against the Company shall be notified to the MFSA immediately by the Claims Management Function together with a copy of the Arbiter’s final decision and whether the Company intends to appeal such a decision.