Complaints Procedure
As the leading provider of life insurance protection, long term savings and retirement planning 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:
All Complaints must be submitted by email to complaints@msvlife.com or sent by post and addressed to:
The Chief Executive Officer
MSV Life p.l.c.
P.O Box 54
Marsa MRS1000
Malta
We must be provided with the following information:
- Your Policy Number
- Your Name as the Assured
- A short and clear description of the Complaint
- Copies of all relevant documentation
- Details of how we may contact you
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.