Customer
Complaints Procedure
As the leading Life Assurance provider in Malta, it
is our principal aim to meet your needs in the most
professional and efficient manner. It is therefore very
important that we are advised when our level of service
or products do not meet your expectations.
We
have therefore decided to establish a formal Customer
Complaints Procedure to ensure that all Complaints
are dealt with expeditiously and efficiently.
Our
Customer Complaints Procedure is as follows:
| 1.
|
All
Complaints must be submitted in writing and sent
to:
The General Manager
Middlesea Valletta Life Assurance Co. Ltd
Middle Sea House
Floriana GPO 01
Malta |
| 2. |
We
must be provided with the following information:
| |
a.
|
Your
Policy Number |
| |
b.
|
Your
Name as the Assured |
| |
c. |
A short and clear description of the Complaint |
| |
d. |
Copies of all relevant documentation |
| |
e. |
Details of how we may contact you |
|
| 3.
|
The
Complaint will be registered in a Complaints Register
and a written reply will be sent to you within
five working days from receipt of the Complaint.
In the event that we are unable to resolve a Complaint
within 5 working days, we will keep you informed
of our actions and the progress achieved. |
Although
our aim is to resolve all Complaints in an efficient
and fair manner, you will no doubt appreciate that
we cannot be expected to resolve all Complaints to
your satisfaction. We are therefore certain that there
will be instances when you may not be satisfied with
our written reply. In such instances we would always
be prepared to meet you personally in order that we
may explain our position in more detail.
|
