Complaints Procedure556

If you are a client of MIB Insurance agency Ltd and are a Lloyd’s Policyholder then the following shall apply to you;

Notice to the Proposer / Assured

This insurance contract will be subject to Maltese law.

You are nevertheless advised that Lloyd’s underwriters are regulated by the Prudential Regulation Authority, 20 Moorgate, London, EC2R 6DR, United Kingdom.

In the event of a particular member of Lloyd’s being unable to meet its liabilities arising out of insurance business written in Malta, the Lloyd’s New Central Fund may be available, at the discretion of the Council of Lloyd’s, for that purpose. In addition, members of Lloyd’s contribute to the Protection and Compensation Fund established in terms of Maltese law in respect of insurance business written in Malta through Maltese coverholders approved by Lloyd’s. In the eventuality of claims remaining unpaid due to the insolvency of a member of Lloyd’s represented by a Maltese coverholder, limited compensation may be available to the insured from that Fund.

Any enquiry or complaint should be addressed in the first instance to your broker or the insurer’s agent in Malta.

If you are not satisfied with the way a complaint has been dealt with you may write to:

Lloyd’s Malta Ltd

Lloyd’s General Representative for Malta

c/o Ganado Advocates

171 Old Bakery Street

Valletta

VLT 1455

Malta

Tel: +356 2123 5406

Fax: +356 2122 5908

who may without prejudice to your rights in law refer the matter to the Complaints Team at Lloyd's in London.

Should any of the foregoing routes for complaint prove unsatisfactory, you are entitled to contact the Financial Ombudsman Service in the UK:

The Financial Ombudsman Service

South Quay Plaza

183 Marsh Wall

London

E14 9SR

United Kingdom

Tel: +44 20 7964 0500

Fax: +44 20 7964 1001

E-mail: complaint.info@financial-ombudsman.org.uk

 

or the Malta Financial Services Authority:

Consumer Complaint Unit

Malta Financial Services Authority

Notabile Road

Attard BKR 3000

Malta

Tel: 00 356 2144 1155

without prejudice to your rights in law.

20/04/15

LSW1002MLT

 

Complaints Notice

Complaint handling arrangements

Any complaint should be addressed in the first instance to Mr. Rein Caruana on email rein_caruana@mibagency.com.mt or on telephone number +356 23433115.

The Lloyd’s managing agent Lloyd’s Malta Ltd, c/o Ganado Advocates, 171 Old Bakery Street, Valletta, VLT 1455, or the party named above that it has appointed to adjudicate on your complaint on its behalf, will acknowledge your complaint in writing within five business days.

The Lloyd’s managing agent Lloyd’s Malta Ltd, c/o Ganado Advocates, 171 Old Bakery Street, Valletta, VLT 1455, or the party named above that it has appointed to adjudicate on your complaint on its behalf, will aim to provide you with its decision on your complaint, in writing, within eight weeks of the complaint being made.

Should you remain dissatisfied with the decision on your complaint or if you have not received a final response within eight weeks of the complaint being made, you may be eligible to refer your complaint to the Arbiter for Financial Services in Malta. The contact details are as follows:

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

The complaints handling arrangements above are without prejudice to your rights in law.

01/04/17

LSW1888




If you are a client of MIB Insurance agency Ltd but are not a Lloyd’s Policyholder then the following shall apply to you;

Complaints Notice

 

We make every effort to provide you with the highest level of service but understand that isolated instances may arise where we fail to meet your expectations.

Any complaint should be addressed in the first instance to Mr. Rein Caruana on email rein_caruana@mibagency.com.mt or on telephone number +356 23433115.

 

We commit ourselves to:

 

·         Acknowledge the complaint within 5 working days of its receipt

·         Explain how the complaint will be handled

·         Instruct you on the need for any supporting documentation/information

·         Provide you with our response within 15 working days from receiving your complaint and all the requested information/documentation

If you are not satisfied with our response to your complaint you may also refer the complaint in writing to;

Office of the Arbiter for Financial Services

1st Floor

St Calcedonius Square

Floriana FRN 1530

Malta

Tel: 80072366  

Tel: +356 212 49245

Email: complaint.info@financialarbiter.org.mt

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

The complaints handling arrangements above are without prejudice to your rights in law.