Have we let you down?
Please follow our Complaints Procedure
We recognise the importance of service and set ourselves high standards. Should there be an occasion when We do not meet your expectations, We are equally committed to dealing with any complaint in a thorough and professional manner.
In the event that you are unhappy with the service we have provided and you wish to make a complaint, you should first approach our Complaints Department and inform them of the source of your problem or concern. The relevant contact details may be found hereunder:
Call On
+356 2577 5555 and ask to be directed to complaints
Email Complaints
Alberto Bisazza on complaints@globalinsbro.com.mt
Written Complaints
GIB, 45, Ordinance Street,
Valletta, Malta, VLT 1021
If your concern cannot be resolved immediately, we will take note and register your concern and resolve to refer back to you with feedback. All written complaints will be acknowledged in writing within five working days of receipt and you will be informed when to expect Our response to your complaint.
Within a period of no longer than fifteen business days from the receipt of your complaint, we shall provide you with a final decision, which will be based on your rights, best interest, policy provisions and market practice. Should we be unable to provide you with a decision within this timeframe, we will write to you explaining the reasons for such a delay and provide you with the expected time for a final decision.
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 the decision, you have a right to take your complaint further to the:
Office of the Arbiter for Financial Services 1st Floor St Calcedonius Square Floriana FRN 1530
Phone: +356 2124 9245 | Freephone: 8007 2366 | Email: complaint.info@financialarbiter.org.mt