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Complaints

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Our promise At PSA Insurance Solutions we are committed to providing you with the best possible experience and service. We rely on you to tell us when we’ve fallen short of your expectations, as only through your feedback can we continue improving and striving to provide the best possible service you have come to expect from us.

How to lodge a complaint The simplest and quickest way to lodge a complaint is by filling in the form to the left. Alternatively you may also contact us through email: CustomerServices-nl@mpsa.com.

How to file a complaint

We are sorry if you are not completely satisfied with our service. At PSA Insurance Solutions we strive to achieve the highest level of customer satisfaction and this is built on the feedback we receive from our customers. As such, we take every complaint very seriously.

We undertake to acknowledge receipt within ten (10) working days and to deal with your complaint within fifteen (15) days of receipt, if all documents necessary are in order.

What do I do if I am not satisfied with the response?

If you are not satisfied with the response given by us, you may:

Refer the dispute in writing to the Office of the Arbiter for Financial Services (OAFS) on http://financialarbiter.org.mt/en/Pages/Home.aspx and submit the form explained in the same website, or
Refer the case to the Dutch Authority, the AFM (Autoriteit Financiële Markten).

At any point in time, you retain the right to refer any dispute related to this Policy to the Dutch courts.

How to submit complaints

Submit complaint through PSA Insurance Solutions Ltd

PSA Insurance Solutions Ltd can be contacted on the email address psainsurance-complaint@mpsa.com.

Submit complaint to PSA Insurance Solutions Ltd online

Use our online form.

Submit complaint to the Office of the Arbiter for Financial Services (OAFS)

Submit Complaint in writing to the Office of the Arbiter for Financial Services (OAFS) on http://financialarbiter.org.mt/en/Pages/Home.aspx and submit the form explained in the same website

Submit a complaint to the Dutch Authority, the Autoriteit Financiële Markten (AFM)

We inform you that your data is collected and processed by the Insurer responsible for processing for the following purposes: (i) the conclusion, management and execution of your insurance contracts, (ii) the fight against money laundering (iii) combating insurance fraud, and (iv) analysing your data and cross-referencing it with those of our partners to improve our products and services. The recipients are PSA Insurance Solutions. Your data, which is kept for the duration necessary for these processing which will not exceed 12 years, starting from the end of the cover or the last communication with the client, depending which event occurred last.

We inform you that, when taking out an insurance contract, the answer to certain questions is mandatory. In the event of false declarations or omissions, the consequences for you may be the nullity of your contract or the reduction of the indemnities paid. You have the right to access, rectify, delete and portability your data, as well as a right of limitation and opposition to processing. You may exercise your rights by sending an email to psainsurance-privacy@mpsa.com or by mail to Data Protection Officer, PSA Insurance, 53, MIB House, Abate Rigord Street, Ta’ Xbiex, XBX1122, Malta.

You also have the right to lodge a complaint with the competent national supervisory.

Complaints

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