Complaints Procedure

As a valued customer, you are right to expect fairness and swift and courteous service at all times. We recognise that sometimes you may be dissatisfied with our service. To help us improve we would appreciate your feedback in telling us about your experience of our service.

WHAT SHOULD YOU DO?

Step 1. Please speak to your usual insurance advisor or your GasanMamo Insurance Ltd contact.

Step 2. If you remain dissatisfied or you feel your complaint remains unsolved please email us at [email protected] or write to the Managing Director, GasanMamo Insurance Ltd, Msida Road, Gżira GZR1405 giving us your policy or claim number in any correspondence.

Step 3. If, after making a complaint to us, you are still unhappy and feel the matter has not been resolved to your satisfaction you have the right to refer the matter to the Office of the Arbiter for Financial Services, N/S in Regional Road, Msida MSD 1920 or email on [email protected].

Step 4: Disputes Relating to Online Purchases.  If you purchased an insurance product from our website, you may alternatively submit your complaint through the EU Online Dispute Resolution (ODR) platform. The ODR platform, provided by the European Commission, is an official tool designed to help consumers and traders resolve disputes about online purchases within the EU. To resolve a dispute in this way, you can access the ODR platform by clicking here and following the instructions to submit your complaint. Please note that you will need to provide our email address: [email protected].

Following these procedures will not affect your right to take legal action.