Complaints

It is our intention to provide an excellent service to all our policyholders, however, we recognize that there may be occasions when you feel that this has not been achieved.

In this case, Thames Marine & Logistics UW Insurance Agency has created a direct link where the insured will be able to dialogue openly with the Agency and will be guaranteed impartiality and fairness in the review of the complaint.

Please contact the Agency CEO Nicholas Eyre in such instances in the following manner:

If the Insured is still not satisfied with the outcome of the compliant then the Insured can contact.

Notwithstanding anything contained herein to the contrary, it is hereby declared and agreed that the following clauses are deemed to be operative.

International General Insurance Company (Europe) PLC, a company incorporated under the laws of Malta with registered number SE 13, regulated and authorized by the Malta Financial Services Authority to carry on business of insurance and re-insurance under the Insurance Business Act (Cap 403), whose registered office is at 3rd Floor, Development House, St. Anne Street, Floriana FRN 9010, Malta.

International General Insurance Company (Europe) PLC holds data in accordance with the Maltese Data Protection Act of 2018. Data may be passed to other organisations who supply products and services associated with this contract of insurance. We may share information you give us with other organisations and public bodies, including the Police, in order to verify information or to prevent and detect fraud.

It is our intention to provide an excellent service to all our policyholders, however, we recognise that there may be occasions when you feel that this has not been achieved. If you are unhappy with any aspect of the service that you receive, please contact either your Insurer or:

The Complaints Manager
International General Insurance Company (Europe) PLC
3rd Floor, Development House,
St Anne Street,
Floriana

Telephone no. +356 23456200
Email complaints@iginsure.com

Please state the nature of your complaint, the Policy and/or Claim Number, the name of any claim handling organisation with whom you have been dealing and their reference number.

Complaints are acknowledged upon receipt and answered to within 15 workings days.

If after taking this action you are still unhappy with our response, please write to:

The Managing Director
International General Insurance Company (Europe) PLC
3rd Floor, Development House,
St Anne Street,
Floriana

If you are still unhappy, you may seek assistance from:

Office of the Arbiter for Financial Services
N/S in Regional Road
Msida, MSD 1920, Malta

Telephone: +356 21249245
E-mail: complaint.info@asf.mt
Website: www.financialarbiter.org.mt

To submit a complaint or related enquiries to the Office of the Arbiter for Financial Services, please use the following online form for this purpose:
https://www.financialarbiter.org.mt/oafs/enquiry