Complaints Procedure
We aim to provide a high standard of service at all times. If you are not satisfied with our services, or with the services provided by one of our Insurance Brokers on our behalf, you can submit a complaint free of charge.
EUCARE has appointed an independent Complaints Officer, who is responsible for the careful, objective and timely handling of complaints.
You may submit your complaint either:
EUCARE has appointed an independent Complaints Officer, who is responsible for the careful, objective and timely handling of complaints.
You may submit your complaint either:
- to the Insurance Broker through which your insurance policy was intermediated; or
- directly to EUCARE, addressed to our Complaints Officer.
Complaints may be submitted in writing in English or French (complaints submitted in French will receive a response in French).
This procedure applies to anyone involved in an insurance policy issued by EUCARE, including policyholders, insured persons, beneficiaries, and any other person affected by our services, or their representatives duly authorized.
Any personal data communicated to us in connection with your complaint will be recorded and processed in accordance with Regulation (EU) 2016/679 (General Data Protection Regulation – “GDPR”) and any applicable data protection laws. Personal data will be processed solely for the purpose of handling and resolving your complaint and in accordance with EUCARE’s Privacy Policy. Further information on how we process personal data, including your data protection rights, is available in EUCARE’s Privacy Policy.
This procedure applies to anyone involved in an insurance policy issued by EUCARE, including policyholders, insured persons, beneficiaries, and any other person affected by our services, or their representatives duly authorized.
Any personal data communicated to us in connection with your complaint will be recorded and processed in accordance with Regulation (EU) 2016/679 (General Data Protection Regulation – “GDPR”) and any applicable data protection laws. Personal data will be processed solely for the purpose of handling and resolving your complaint and in accordance with EUCARE’s Privacy Policy. Further information on how we process personal data, including your data protection rights, is available in EUCARE’s Privacy Policy.
A claim can be made by the policyholder (local authority) or by a duly authorized representative acting on their behalf.
A complaint may be submitted through any of the following channels:
By post:
EUCARE Insurance PCC Ltd – Complaints Officer
Address: 16 Europa Centre, Triq John Lopez, Floriana, FRN 1400, Malta
By email: complaints@eucareinsurance.com
To enable us to investigate your complaint efficiently, please provide:
A complaint may be submitted through any of the following channels:
By post:
EUCARE Insurance PCC Ltd – Complaints Officer
Address: 16 Europa Centre, Triq John Lopez, Floriana, FRN 1400, Malta
By email: complaints@eucareinsurance.com
To enable us to investigate your complaint efficiently, please provide:
- your name and contact details;
- the policy number (where applicable);
- details of the complaint;
- any supporting documentation; and
- where applicable, confirmation that the complaint is submitted by an authorised representative (for example, an insurance broker, legal adviser or risk manager).
Upon sending your written complaint, we commit to the following:
- acknowledge receipt of your complaint within 10 business days from the date it was sent, unless a final response is provided within that period;
- keep you informed of the progress of the investigation where appropriate;
- notify you promptly if additional information is required;
- investigate your complaint and issue a clear, reasoned written response within two (2) months from the date your written complaint was sent.
If you remain dissatisfied after receiving our final response, or if your complaint cannot be resolved through our internal complaints process upon the expiry of the two (2) month period following the sending of your written complaint, the dispute may be escalated as follows:
- Maltese Office of the Arbiter for Financial Services (OAFS):
First Floor, St Calcedonius Square
Floriana FRN 1530, Malta
Tel.: +356 2124 9245
E-mail: complaint.info@financialarbiter.org.mt
Website: www.financialarbiter.org.mt
(Refer to the website for guidance on lodging a complaint.)
EUCARE Insurance PCC Ltd is subject to the jurisdiction of the Maltese Arbiter for Financial Services for out-of-court dispute resolution. However, please note that the OAFS strictly accepts complaints from "eligible complainants" (defined exclusively as individual consumers and micro-enterprises). French local public authorities and legal entities are therefore ineligible to refer disputes to the OAFS.
Floriana FRN 1530, Malta
Tel.: +356 2124 9245
E-mail: complaint.info@financialarbiter.org.mt
Website: www.financialarbiter.org.mt
(Refer to the website for guidance on lodging a complaint.)
EUCARE Insurance PCC Ltd is subject to the jurisdiction of the Maltese Arbiter for Financial Services for out-of-court dispute resolution. However, please note that the OAFS strictly accepts complaints from "eligible complainants" (defined exclusively as individual consumers and micro-enterprises). French local public authorities and legal entities are therefore ineligible to refer disputes to the OAFS.
- Contractual & Judicial redress:
As statutory consumer and out-of-court mediation mechanisms do not apply to public authorities, any unresolved dispute will be handled strictly in accordance with the dispute resolution provisions set out in your contract, the French Public Procurement Code (Code de la commande publique), or brought before the competent French courts.
In accordance with ACPR Recommendation 2024-R-02, EUCARE systematically logs and analyses all written complaints and ombudsman referrals to identify any operational dysfunctions, regulatory non-compliance, or commercial shortcomings. Where a systemic issue or an erroneous application of legal, regulatory, or contractual provisions is identified, EUCARE commits to implementing appropriate corrective measures within a reasonable timeframe, including, where applicable, proactive remediation for any other policyholders affected by the same issue.
