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Complaints Procedure

Customer Contact Points

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
MAPFRE 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.

If after meeting with us you are still unhappy with the way we have handled your complaint, you have the right to lodge a complaint with our regulator who may be contacted as follows:

The Consumer Complaints Manager
Malta Financial Services Authority
Notabile Road
Attard BKR 14
Malta

Recourse to the Customer Complaints Manager of the Malta Financial Services Authority does not have the effect of depriving you or us of the right to bring an action before the courts or any other entity established by law for the settlement of your complaint.

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