If You are insured through a Broker.

If You are insured through a Broker and You need to make a claim under your Policy or become aware of an incident which may lead to a claim, please contact Your Broker as soon as you can. 

The broker collects all necessary information from the client regarding the claim, such as details of the incident, supporting documents, and any other relevant information including policy excess (when applicable).

The broker submits the claim on your behalf to Us, providing all required documentation and information.

We will then assess your claim submitted by the broker, we review the provided documentation, and investigate the circumstances of the claim.

The broker will keep you informed throughout the claims process, providing updates on the progress of the claim, any requests for further information from the insurance company, and the final decision on the claim.

Depending on the outcome of the claim evaluation, We either approve the claim and provides compensation to You or deny the claim if it does not meet the policy terms and conditions. If the claim is approved, You will receive compensation from the Us as per the terms of the policy. If the claim is denied, your broker communicates the reasons for the denial to You.
 

If You are insured through a Tied Insurance Intermediary

If You are insured through a Tied Insurance Intermediary and You need to make a claim under your Policy or become aware of an incident which may lead to a claim, please contact us as soon as you can.  Our specialized Claims Department is committed to making the process as smooth and hassle-free as we can for you.
 

How to Claim

Step 1:          Please contact us:

Telephone: +356 23422000

Non-Motor Email: nonmotorclaims@argus.mt 

Motor Claims Email:            

or visit us at our offices:

Trident Park, 8B Level 5,

Notabile Gardens,

Mdina Road,

Central Business District Zone 2,

Birkirkara CBD 2010

Malta
 

                    Winter Hours

                    From 16th September to 15th June.

                    From 08.30 till 16.00

                    Summer Hours

                    From 16th June to 15th September.

                    From 08.30 till 14.30
 

Step 2: The claims handler will talk with you about your claim and confirm your policy coverage. Afterwards, they will describe the next steps and provide you with a claim form if needed.
 

Step 3: Depending on the nature of the claim, the claims handler will request the required documentation from You to review the claim. A claim form must be submitted to Us in all cases. It is important that the form is filled out and signed by You.

Step 4: Once Your claim has been verified, your settlement and / or benefit will be paid by cheque or via bank transfer.

At Argus Insurance Company (Europe) Limited, we are committed to providing the best possible service. However, we understand there may be times when we do not meet your expectations. We want all our customers to let us know straight away if they are not satisfied with our services.

We always aim to resolve your complaint quickly and efficiently.

We want to:

• Make it easy for you to tell us about your complaint.
• Carry out a full investigation.
• Give your complaint our careful attention.
• Provide a thorough account of our actions.
• Make sure you are satisfied we have handled your complaint fairly.

If you need to forward us a complaint, you may:

• Call us: 356 2342 2000
• Email us: complaints@argus.mt
• Form: Complete the Complaints form on our website
• Write to us:

The Compliance Officer,

Argus Insurance Company (Europe) Limited

Trident Park, 8B Level 5,

Notabile Gardens, Mdina Road,

Central Business District Zone 2,

Birkirkara CBD 2010

Malta

We will contact you initially within five working days of receiving your complaint. We will either respond with a full reply or send you an acknowledgement letter, which will tell you:

• Who is dealing with your complaint; and
• When we will contact you again

Once we have sent you an acknowledgement letter, we will investigate your complaint fully and write to you with our findings. If your complaint is particularly complex, we may need to spend longer investigating it. In these cases, we will keep you up to date on our progress. In all cases we will respond to your complaint within 8 weeks, in line with the deadline set by the Malta Financial Services Authority.

We try to resolve all complaints internally. However, if you remain unhappy with our response to your complaint, or if we have not resolved it 8 weeks after you first told us about it, you may have the right to refer your complaint to the Office of the Arbitrator for Financial Services. If you want the Office of the Arbitrator to look into your complaint, you must refer it to them within 6 months of the date of our final response to you. You can contact them at:

Office of the Arbiter

for Financial Services

N/S in Regional Road

Msida MSD 1920

Malta

Freephone: 80 072 366

Telephone: (+356) 21 249 245

Email on: complaint.info@financialarbiter.org.mt