Customer support

Oney Insurance, together with its intermediaries is strongly committed to providing excellent service to all its customers. Professionalism, integrity, and customer satisfaction are part of the main core values of the company.

Whilst our focus is to provide quality services to all our policyholders, we also acknowledge the fact that on certain occasions our customers may be dissatisfied with matters relating to the services we have provided. We, therefore, recognise the right that each policyholder has on expressing the disservice one may feel and consequently raise a complaint with us, free of charge, to enable us to evaluate further and understand our customer’s needs.

We guarantee our commitment to being efficient, impartial, and communicate with a courteous resolution. We will keep your records in accordance with the Data Protection Act (Cap 586) and you have the right to request information about the progress of your concerns.

For each insurance product that we sell, we have a dedicated team who will handle your complaints in an efficient and agile manner. The information below provides an overview of our complaints process and what you can expect.

Our appointed intermediaries will handle all complaints in the first instances (Step 1).  If the appointed intermediaries complete the review of your complaint, and you remain dissatisfied regarding the outcome of this, as per (Step 2) below, you can refer it to us.  If you still are dissatisfied with our handling of the complaint, the process below (Step 3) provides details of the independent arbitration channels available to you.