Complaint

Complaint Procedure

At PostaInsure Agency LTD, we endeavor at all time to provide the highest possible levels of service to our clients. However, should anyone have a complaint about any aspect of our service, it would be ideal if such complaint is lodged through one of the below channels so that our complaint handler Mr. Tonio Borg, can take action without delay.

How to Complain

1. Manually: Submission of a Complaint Form at our offices in 4, Old Bakery Street Valletta;
2. Electronically: Lodging a complaint by submitting an email on [email protected].

All Written complaints will be acknowledged upon receipt and you will be informed when to expect our response following your complaint submission. Following an investigation of your complaint, we will try to provide you with a final response within fifteen (15) working days. Where this is not possible, we shall be informing you with the cause of the delay and provide an indication as to when the investigation is likely to be completed.

During this time, we will discuss your complaint with your insurer, when the complaint relates to the insured risk and revert with a decision, If in the event you are still unsatisfied with our decision, you have the right to take your complaint further to the Office of the Arbiter for Financial Service through:

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.