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 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.

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.

Please quote your policy or claim reference number in all correspondence.

Step 1:

If your complaint relates to the sale or servicing of the insurance policy, the cost of your policy or the service you received from the Intermediary during the handling of the claim or the outcome of your claim please refer your complaint to the Intermediary as stipulated in the Insurance Terms and Conditions. The Intermediary will handle such complaints accordingly.

They will also explain what, if anything, you need to do and send you a copy of our complaints procedure if you do not already have one. 

Step 2:

If you are not satisfied with the way the complaint was resolved or handled by your intermediary, please do refer to us by communicating with our CSR & Customer Satisfaction Manager in writing on complaints@oney.com.mt. Our aim is to resolve such complaints fairly within a time frame of 15 working days from the date of receipt of your complaint. If we do not manage to provide a final response within the stipulated timeframe, we will provide you with an update and let you know when you can expect our final response.

Step 3 (if required):

If we are not able to provide a final response within 15 working days, and you are not satisfied with our explanation as to why we require a longer time, OR you are dissatisfied with our final response then you can take the case further through independent arbitration.

If your complaint relates to the cost of your policy or the outcome of your claim (in other words, matters falling within the remit of our Company as an underwriter) you can refer your complaint to the ‘Office of the Arbiter for Financial Services’.

Please refer to www.financialarbiter.org.mt (‘Submitting a Complaint’ section) where you can find full details of the Arbiter’s complaint process and instructions for submitting your complaint for their consideration.

Referral to the Office of the Arbiter for Financial Services must be made within two years of the date that the complaint arose.

If your complaint is regarding the sale or servicing of the policy or the service you received from your intermediary during the handling of a claim you can refer your complaint to the Financial Arbitrator established in his jurisdictions.  You can find all the information in the Insurance Terms and Conditions and in the copy of the Complaints Procedure.

In some circumstances, a complaint may not be eligible for referral to the Office of the Arbiter for Financial Services or any other foreign Arbitrator. In such cases you will receive guidance from staff at the Arbiter / Ombudsmen about your options – or you may wish to seek your own professional or legal advice.

Both arbitration services would expect you to have had a final response from your Intermediary and us before they accept your case, so please obtain this by completing Step 1 and Step 2 before approaching them.

Referral to the Arbitrator does not affect your right to take legal action against us.

An alternative option if you bought your policy online:

The European Commission has an online dispute resolution service for consumers who have a complaint about a product or service bought online. If you choose to submit your complaint this way, it will be forwarded to an Alternative Dispute Resolution (ADR) entity which will handle the case entirely online and will reach an outcome in 90 days. Please click here to visit their website for more information

Please be aware that the ADR entity will only be able to consider your complaint after we have had the opportunity to consider and respond to this.