Making a Complaint

If RCI Insurance cannot resolve the issue straightaway, please be assured that your complaint will be handled, fairly, diligently and within a reasonable timeframe. Fill in and submit the Complaints form or follow the steps outlined below.    To whom you should address your complaint If your complaint relates to the sale of insurance cover or the administration or management of claims under this cover, please contact the dedicated claim handling team for your contract and country who will direct your complaint through to the appropriate channels.

If you have a complaint about the insurance cover wording, please contact:

The Complaints Officer
RCI Life Ltd., (Death Cover Only)
Level 3, Mercury Tower,
The Exchange Financial & Business Centre,
Triq Elia Zammit, St Julian’s STJ 3155
Malta
Tel: 00.356 2599 3000
Email: complaints.malta@rcibanque.com

The Complaints Officer
RCI Insurance Ltd.,
Level 3, Mercury Tower,
The Exchange Financial & Business Centre,
Triq Elia Zammit, St Julian’s STJ 3155
Malta.
Tel: 00.356 2599 3000
Email: complaints.malta@rcibanque.com

What you’ll need to tell us so that RCI Insurance can help you.

• Your personal details
• Your contract/claim details
• Specify the nature of your complaint
• Outline how we can help resolve the complaint

What RCI Insurance will do to resolve your complaint.

• Re-direct your complaint to the right personnel
• Keep you informed as soon as we can and let you know what the next stages are
• Treat your complaint fairly
• Aim to resolve your complaint within 10 working days
• For more complex issues it’s likely that we will need longer to look into what’s happened and we may ask you for further information to help us reach a decision
• We will provide you with regular updates
• And once we’ve dealt with your complaint, we’ll go back and see what we can learn from your experience.

If you’re not happy with our response to your complaint. If you feel we’ve not considered all of your issues or you can provide further information, please let us know and we’ll be happy to review it. If for any reason you are still not happy with the outcome of your claim you may contact your country’s insurance regulator where applicable or else you may contact the Malta Arbiter for Financial Services under the Arbiter of the Financial Services Act – Chapter 555 of the Laws of Malta The contact details are: Austria Financial Market Authority (Finanzmarktaufsicht), Consumer Information and Complaints (Verbraucherinformation & Beschwerdewesen), Otto-Wagner-Platz 5, 1090 Vienna, Austria, Fax: (+43-1) 249 59-5599; Telefon: (+43-1) 249 59- 5555; www.fma.gv.at Germany Bundesanstalt für Finanzdienstleistungsaufsicht (BaFin), Sektor Versicherungsaufsicht, Graurheindorfer Straße 108, 53117, Bonn. + 49 (0)228 4108-0 poststelle@bafin.de https://www.bafin.buergerservice-bund.de/Formular/Versicherung Italy “Servizio Tutela del Consumatore“ of IVASS at Via del Quirinale 21, 00187, Rome. Spain Dirección General de Seguros y Fondos de Pensiones Paseo de la Castellana, 44 – 28046 Madrid, España Atencion al cliente: +34 902191111 Horario de lunes a viernes de 9:30 a 14:30 horas oficinavirtual.dgsfp@mineco.es www.dgsfp.mineco.es Malta Office of the Abiter for Financial Services 1st Floor, St. Calcedonious Street, Floriana, FRN 1530 Email – complaint.info@financialarbiter.org.mt Telephone – 00356 2124 9245 Website – www.financialarbiter.org.mt  Portugal: Autoridade de Supervisão de Seguros e Fundos de Pensões Edifício-sede, Av. da República, 76 1600-205 Lisboa, telephone (351) 21 790 31 00, email: asf@asf.com.pt Romania: Autoritatea de Supraveghere Financiara, Splaiul Independenţei nr. 15, sector 5, Cod poştal 050092, Bucureşti, website of the authority: https://portal.asfromania.ro