It is Our intention to provide an excellent service to all Insured persons. However, we recognise that there may be occasions when You feel that this has not been achieved. If You are dissatisfied with any aspect of the service that You receive, in the first instance please contact:
Complaints Management Function
IDA Insurance Limited
113, Kappara Business Centre, Office 402
Triq Birkirkara
San Gwann SGN 4197
Malta
Or send an email for the attention of the Managing Director to: complaints@idassure.eu
If You are still dissatisfied, You may seek assistance from
Office of the Arbiter for Financial Services
N/S in Regional Road
Msida MSD 1920
Malta
Further information can be found at: https://financialarbiter.org.mt
You may also seek assistance from the Consumer Complaints Authority of Your Country of Residence.
Additionally, the policyholder has the right to appeal to the IVASS Insurance Arbitrator. For more details, please visit the Arbitrator’s official website: https://www.arbitroassicurativo.org/
Further information can be found here.
The existence of this complaints procedure does not affect any right of legal action You may have against IDA Insurance Limited (the Insurer).
Complaints Procedure
Your complaint will be acknowledged no later than the end of the next working day and a final written response will be provided within fifteen (15) working days. If a final response is not provided within fifteen (15) working days, we will inform you about the cause of the delay and indicate when the investigation is likely to be completed.
