Information for Existing and Prospective Policyholders

Which Law is Applicable to your Contract?

Your insurance policies with Atlas Insurance PCC Limited are Maltese contracts and will be governed by Maltese Law.

What Protection & Compensation is there for Policyholders?

A special fund has been established under the Protection and Compensation Fund Regulations of 2003. The fund is made up of contributions by locally licensed insurers and provides limited compensation to policyholders if one of these insurers becomes insolvent. Payments out of the funds are made in respect of protected risks only and to qualified persons as defined in these Regulations. If you wish, our Compliance Officer can provide you with a detailed explanation of the provisions of the Protection and Compensation Fund Regulations and how they affect you.

What can you do if you are not satisfied with Atlas Insurance PCC Limited?

With the best will in the world, concerns about some aspects of our service may arise. Please help us to resolve your concerns as quickly as possible by following this process.

Please remember to quote your policy and/or claim number on all correspondence.

How we deal with your concerns

You can communicate with us about your concerns in writing by any reasonable means and this will always be free of charge. We assure you that feedback is always welcome as it enables us to identify ways to improve our service, and rest assured that we will always treat you fairly, equally and promptly. We will keep your records in accordance with the Data Protection Act and you have the right to request information about the progress of your concerns.

What you should do

Atlas staff have the training and authority to settle problems and will do everything they can to help. They should be your first point of contact.

In the unlikely event that your complaint is unresolved, please write to The Customer Care Manager (at Atlas Insurance PCC Limited, 419 Ta’ Xbiex Seafront, Ta’ Xbiex XBX 1021 or email on [email protected]) who will investigate the matter independently. The Customer Care Manager will:

• acknowledge your concern within 3 working days
• explain how Atlas will handle your complaint and who your contact person will be
• explain what, if anything, you need to do
• send you a copy of the Atlas Complaints Procedure if you do not already have a copy of it
• give you a final reply to your concern within 15 working days from the date of receipt of your complaint. In the unlikely event that we are unable to conclude within this time period, we will write to you explaining why.

If you are still not satisfied

If you are still not satisfied with our final reply or we have failed to give you a reply within 15 working days without giving you an explanation, you (individuals and micro enterprises) may refer your issues to the Financial Services Arbiter (Office of the Arbiter for Financial Services, N/S in Regional Road, Msida MSD1920 Malta, telephone 8007 2366 or 2124 9245 or [email protected]).

Issues related to online purchases

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 visit https://ec.europa.eu/ consumers/odr/ to access the Online Dispute Resolution Service. Please quote our email address [email protected].

Remuneration of intermediaries and employees

Commission payments to insurance intermediaries (if applicable) are based on a percentage of the premium that may differ depending on the product cover. Commissions could be given to Atlas employees for customers personally introduced by them. Intermediaries and Atlas sales employees may additionally be given variable bonuses linked to levels of sales or profitability.

Are there any charges applicable apart from the insurance premium in the amounts charged by Atlas Insurance PCC Limited?

Yes, the charges applicable are as follows:

All Commercial Insurance policies – €2.50

Boat Insurance – comprehensive cover – €7.50

All other Personal Insurance policies – €5.00

All changes to policies (admin. charge) – €5.00

This does not apply if a change in a policy not made at renewal generates an additional or return premium of less than €15.00.