Complaints

We are committed to ensuring that our products and services meet our clients’ expectations.

If you are dissatisfied, please reach out to us so we can assist you in resolving the issue. We take complaints very seriously and aim to address them fairly and efficiently in an effective and transparent manner.

How to make a complaint

For Insured Persons based in the EEA:

If you have a complaint, we really want to hear from you. We welcome your comments as they give us the opportunity to put things right and improve our service to you.

‍

Should you wish to submit your complaint to International Passenger Protection (Malta) Ltd., please follow the below process:

‍

Should you wish to submit your complaint by calling, please do so on +356 2258 9029 (Ext 4129) or +356 2258 9030 (Ext 4130). We will then provide you with a summary of the complaint and request you to confirm the said summary in writing.

‍

Alternatively, you may opt to submit your complaint via email on infoIPPMLT@dualgroup.com, or write to:

‍

Complaints Handler

International Passenger Protection (Malta) Limited

2 Sir Augustus Bartolo Street,

Ta Xbiex XBX 1091, Malta

Email: karen.walton@dualgroup.com

‍

Please make sure that you quote the policy number which can be found on your Schedule.

‍

It is our policy to acknowledge any complaint immediately advising you of who is dealing with your concerns and attempt to address them. We will provide you with a written response outlining our detailed response to your complaint within fifteen working days of receipt of the complaint.

‍

If the investigation of a complaint is not completed within fifteen days from receipt of the complaint, we will inform you about the causes of the delay and provide an indication as to when the investigation is likely to be completed.

‍

If you remain dissatisfied with our response to your complaint, or we have not completed our investigation within the timescales detailed above, you have the right to refer your complaint to the Office of the Arbiter for Financial Services using the details below:

‍

The Office of the Arbiter for Financial Services

N/S in Regional Road, Msida MSD 1920, Malta

Freephone: 80072366 (local calls)

Telephone: (+356) 21249245

Mobile and Whatsapp: +356 79219961

Email: complaint.info@asf.mt

Website: www.financialarbiter.org.mt

‍

The final decision by the Arbiter shall be provided in writing.

‍

Should you disagree with the Arbiter's decision, you have the right to appeal such decision with the Arbiter, for which the Arbiter will issue a final court decision.

Should you wish to submit your complaint to Liberty Mutual Insurance Europe SE, please refer the dispute to any of the following dispute resolution bodies:

Commissariat aux Assurances,

7, boulevard Joseph II,

L-1840 Luxembourg

‍

Service National du Médiateur de la consommation – Individual Consumers ONLY

6, rue du Palais de Justice,

L-1841 Luxembourg

Telephone: (+352) 46 13 11

Email: info@mediateurconsommation.lu

‍

Médiateur en Assurances ACA,

12, rue Erasme,

L-1468 Luxembourg

Telephone: (+352) 44 21 44 1

‍

Making a complaint will not affect your right to take legal action.

For Insured Persons based in the UK:

Liberty Mutual Insurance Europe SE aims to provide high quality service to all it’s customers. If you feel dissatisfied or if you have any questions about your contract or the handling of a claim, then in the first instance you should contact International Passenger Protection Ltd.

‍

Customer Outcomes Manager
Liberty Specialty Markets
20 Fenchurch Street
London,
EC3M 3AW
United Kingdom

Tel: +44 (0)20 3758 0840
Email: complaints@libertyglobalgroup.com
Website: https://www.libertyspecialtymarkets.com/complaints

‍

It would be helpful if you could also provide the following information:

Policy number
Date of loss
Who did you buy your insurance from?
Who is your complaint against?

‍

Once we receive your complaint, we will send you a written acknowledgement setting out the time scales for resolution of your complaint.

‍

If you remain dissatisfied with our response to your complaint, or we have not completed our investigation after eight weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service using the details below:

‍

Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Tel: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

For Insured Persons based in Switzerland:

International Passenger Protection (Malta) Ltd are committed to ensuring that our products and services meet our clients’ expectations. However, if you are dissatisfied, you can contact us using the following details:

‍

Customer Outcomes Manager

Liberty Specialty Markets

20 Fenchurch Street

London

EC3M 3AW

United Kingdom

‍

Tel: +44 (0)20 3758 0840

Email: complaints@libertyglobalgroup.com

Website: https://www.libertyspecialtymarkets.com/complaints

‍

It would be helpful if you could also provide the following information:

‍

Policy number

Date of loss

Who did you buy your insurance from?

Who is your complaint against?

Once we receive your complaint, we will send you a written acknowledgement setting out the time scales for resolution of your complaint.

‍

If after making a complaint you are still not satisfied, or if you have not received a final response within eight weeks of the complaint being made you may be eligible to refer your complaint to the Ombudsman of Private Insurance. The contact details are as follows.

‍

Head office and office for German speakers:

Ombudsman der Privatversicherung und der Suva

Postfach 1063

8024 Zürich

Switzerland

Tel: 044 211 30 90

E-mail: help@versicherungsombudsman.ch

‍

Branch office for French speakers:

Ombudsman de l'assurance privée et de la Suva

Case postale 2252

2001 Neuchâtel 1

Switzerland

Tel: 076 651 41 65

E-mail: help@ombudsman-assurance.ch

‍

Branch office for Italian speakers:

Ombudsman dell'assicurazione privata e della Suva

Casella postale 1231

6901 Lugano

Switzerland

Tel: 091 967 17 83

E-mail: help@ombudsman-assicurazione.ch

‍

As Liberty Mutual Insurance Europe SE is a Luxembourg insurance company, you may also be entitled to refer the dispute to any of the following dispute resolution bodies:

‍

Commissariat aux Assurances,

11 Rue Robert Stumper

2557 Gasperich

Luxembourg

Tel: (+352) 22 69 11 - 1

Email: caa@caa.lu

www.caa.lu

‍

or, available for consumers only;

Service national du Médiateur de la consommation

Ancien Hôtel de la Monnaie