GO Insure Home Policy
Your Policy – The Contract of Insurance

Welcome to Your GO Insure – Home Contents Policy. This policy is a contract between You and Atlas Insurance PCC Limited, the basis of which is the Proposal and the premium payable as shown on Your Schedule.

Your policy consists of:

• The policy wording in this booklet;
• The Schedule;
• Any Endorsement added throughout the currency of the policy.

We will, in the event of loss or damage happening to the Contents during the Period of Insurance, provide insurance as described in the following pages.

Please read this policy to make sure You know what cover is provided. Any change in the details on the Proposal must be notified to Us immediately. Failure to do so may invalidate Your policy. A copy of the Proposal will be provided to You.

Definitions

If We explain what a word means, that word has the same meaning wherever it is used in the policy or Schedule. These words are highlighted by the use of bold print and are written starting with a capital letter. Other words may be explained elsewhere in the policy or Schedule.

Business Equipment

means computer equipment, facsimile machines, photocopiers, typewriters, word processors and fixed telecommunication equipment, stock and any sort of production-type equipment, business books, stationery and other office supplies owned by You or for which You are legally responsible and which are used primarily for business, trade, professional or employment purposes.

Business Use

means use of the Private Residence or any part of it in connection with any business, trade, profession or employment (other than the carrying out of office-type work).

Contents

means the following items:

• Household goods including furniture (other than fitted furniture and fitted appliances), carpets (other than fitted) and furnishings;
• Personal Effects;
• Valuables;

provided that

• they belong to You or You are legally responsible for them, and
• they are mainly used for private domestic purposes (excluding Business Use)

The following items are not included:

1. Vehicles and Craft but Domestic Vehicles are included;
2. Building owners’ immovable fixtures, fittings and interior decorations;
3. Property more specifically insured by any other insurance;
4. Living things (but houseplants are covered);
5. Business Equipment;
6. Aerials including satellite dish aerials and their fittings and masts;
7. Fixed swimming pool equipment and machinery;
8. Documents and Money;
9. Fitted furniture (inclusive of fitted appliances);
10. Fitted carpets and parquet;
11. property belonging to Domestic Staff.

Domestic Staff

Means a person employed to carry out domestic duties associated with the Private Residence.

Endorsement

means any change to the terms of the policy.

GO

means GO p.l.c. (Company Reg. No. C22334 with registered office at Fra Diegu Street, Marsa MRS1501) is authorised under the Insurance Distribution Act to act as a Tied Insurance Intermediary for Atlas Insurance PCC Limited and is regulated by the Malta Financial Services Authority. A Terms of Business Agreement has been agreed to and signed by GO p.l.c. and Atlas under which GO p.l.c. is authorised to collect premiums from You.

Incident Excess

means a standard €50 monetary deductible from each and every loss, increased to €250 for loss or damage as a result of Cause 3 –Earthquake and subterranean fire.

The Incident Excess applies in respect of loss or damage caused by any Cause and any Additional Benefit or as may be stated by Endorsement.

In the Course of Construction and/or Alteration

means that the Private Residence is

• still being built or completed or
• undergoing structural or major decorative works

and they consequently does not possess the normal characteristics of a residence in so far as exposure to the risks of storm, flood and theft.

Jewellery

means articles of gold, silver or other precious metals and/or precious stones intended for ornamentation of the person or to be worn;

Malta

means the Republic of Malta.

Money

Coins and bank notes in current use, cheques, postal orders and money orders, premium bonds, bearer bonds, savings stamps and certificates, postage stamps, travel tickets, petrol coupons, vouchers, phone cards, event and entertainment tickets, lottery and raffle tickets, electronic money cards, bills of exchange and travellers’ cheques.

Period of Insurance

means the dates shown on the Schedule or as amended by any Endorsement.

Personal Effects

means

• Clothes and other articles of personal use worn or carried by You;
• Clothes and other articles of personal use used as tools for the performance of amateur sports
  including pedal cycles;
• Portable audio and audio-visual equipment, photographic equipment, telescopes, binoculars,
  portable computer equipment, mobile phones, and any related accessories of such items;

Private Residence

means the self-contained property shown in the Schedule including its domestic garages and Outbuildings if they form part of the property at the same address. A garage which communicates with the main building is deemed to be at the same address even if it has a different postal address.

The private residence, must be

• built of brick, stone or concrete and roofed with stone, slate, tile, asphalt, metal or concrete and
• used solely by You for private residential purposes excluding any form of Business Use.

Proposal

means

• the Statement of Fact which lists the answers to the questions You were asked and the agreement to declarations when applying for this insurance; and
• any other information given to Us by You or on Your behalf.

Schedule

means the most recently updated schedule showing the Policyholder’s details, situation of property insured, the Policy Limit, premium, the Period of Insurance and any special terms (Endorsements) that may apply to Your policy. Terrorism means the use of force or violence and/or threat thereof by any person or group of persons whether acting alone or on behalf of or in connection with any organisation/s or government/s committed for political, religious, ideological or similar purposes including the intention to influence any government and/or to put the public or any section of the public in fear.

Unoccupied

means when the Private Residence

• is not being normally lived in by You or by anyone else with Your permission; or
• is without sufficient furniture and furnishings for normal living purposes for 90 consecutive days or more. Us/We/Our/Atlas refers to Atlas Insurance PCC Limited. Valuables means
• Jewellery;
• other articles of gold, silver or other precious metals;
• watches;
• furs;
• pictures, paintings and other works of art;
• collections of stamps, coins and medals.

Vehicles and Craft

means any

• electrically or mechanically propelled or assisted vehicles, whether designed for adults or children, including:
  – cars, motorcycles, quad bikes, bicycles and scooters;
  – trailers, carts, wagons, caravans and horse boxes;
  – parts, spares and accessories (including keys and key fobs) for any of the items described in the above two bullets;
• aircraft (including drones, gliders and hang gliders);
• boats, hovercraft and any other type of craft designed to be used in or on water including hand or foot propelled craft, sailboards and windsurfers.

The following items are not included in this definition and shall be referred to as Domestic Vehicles:

• Ride-on lawn mowers;
• Wheelchairs, mobility scooters and invalid carriages, provided they are not designed to exceed a speed of 6 kilometres per hour;
• Electrically assisted pedal cycles having an electric motor with an output of less than 250 watts and designed to travel less than 25 kilometres per hour;
• Children’s
  – toy cars,
  – toy motorcycles,
  – toy quad bikes and
  – similar toys,

all of which are designed not to exceed a speed of 4 kilometres per hour.

You/Your/Insured

means the person named as the Policyholder in the Schedule and each member of the Policyholder’s family (including a domestic partner and foster children) normally residing with the Policyholder.

Layout of Your policy – How to read Your policy

Your policy is designed to help You understand the extent of cover provided. You will find these headings in the Insurance Provided Section.

What is covered

These sections are printed on a white background and give detailed information on the insurance provided.

What is not covered (specific exclusions)

These sections, shown on this background, draw Your attention to what is not included in the scope of Your policy.

Claim Conditions

You must comply with the following conditions to have the full protection of Your policy. If You do not comply with them, We may, at Our option, cancel the policy or refuse to deal with Your claim.

The first thing You must do if any loss or damage happens:

if theft or malicious damage is suspected, You must immediately inform the police and obtain a crime or lost property report/reference number.

We recommend you check your policy cover to ensure if the loss or damage is covered – this booklet shows details of what is covered and how claims are settled.

You should always immediately:

• tell Us;
  – You may phone Us on 2343 5363; or
  – email Us on [email protected];
• take all reasonable steps to recover stolen property;
• take all reasonable steps to prevent further loss or damage.

By calling the above number we will take details of the loss and where necessary arrange for someone to call or contact you by phone as soon as possible to discuss your claim. This person may be one of our own claims staff or an independent assessor.

What You must do after notifying Us:

• send written details (including written estimates or quotations) of Your claim to Us as soon as possible but not later than 30 days; and
• supply at Your own expense and within given timeframes, all reports, certificates, plans, specifications, evidence (including receipts), information and assistance that We may require.

What You must not do at any time:

You may not abandon any property to Us.

Our rights:

We are entitled to:

• take proceedings at Our own expense and for Our own benefit, but in Your name, or in the name of any other person insured by this policy, to recover any amount We have paid or may pay under the policy to anyone;
• receive all necessary information and assistance from You and any other person insured by this policy;
• enter any building where loss or damage has occurred and deal with any salvage in a reasonable manner;
• pay all amounts under this policy to the Policyholder named in the Schedule
  – for his/her own benefit; or
  – as an agent for any other Insured
• and his/her receipt shall discharge Us.

Fraud

You must not act in a fraudulent manner.

If You or anyone acting on Your behalf

• make a claim under this policy knowing the claim to be false or fraudulently inflated in any respect; or
• make a statement in support of a claim knowing the statement to be false in any respect or submit a document in support of Your claim knowing the document to be forged or false in any respect; or
• make a claim in respect of any loss or damage caused by Your wilful act or with Your connivance; then:
  – We will not pay the claim;
  – We shall not pay any other claim which has been or will be made under the policy;
  – We may at Our option declare the policy void;
  – We shall be entitled to recover from You the amount of any claim already paid under the policy since the last renewal date;
  – We shall not make any return premium; and
  – We may inform the Police of the circumstances.

How We settle claims

We will, at Our option, pay in cash the amount of the loss or damage or may repair, reinstate or replace the lost or damaged property.

1. Matching sets, carpets and suites
   An individual item of a matching set or suite of furniture or other articles (including Valuables) is regarded as a single item. We will pay for individual lost or damaged items and for clearly definable areas of damage in sets or suites but We will not pay for unaffected companion pieces or undamaged parts of sets or suites even if matching replacements cannot be obtained.
2. Will a deduction be made for wear and tear?
   Provided that the property has been maintained in good repair, there will be no deduction provided repair, reinstatement or replacement is actually carried out, however, there will be a deduction to reflect wear and tear for clothes and household linen.
3. Other insurance policies
   If any loss or damage is covered by any other insurance, We will not pay more than Our rateable proportion.

Other Conditions

These conditions apply throughout Your policy. You must comply with the following conditions to have the full protection of Your policy. If You do not comply with them, We may, at Our option, cancel the policy or refuse to deal with Your claim.

1. Changes in Your circumstances
   You must tell Us as soon as possible in writing about any change which may affect this insurance particularly:
   • change of address;
   • structural alteration to the Private Residence;
   • if You intend to use the Private Residence for any reason other than Your private residential purposes including;
   – if You intend to use the Private Residence for Business Use;
   – if You intend to lend, let or sub-let the Private Residence;
   • if the Private Residence will be Unoccupied;
   • if the Private Residence is used to store, manufacture or transport any Hazardous Materials in or about the Private Residence;
   • if construction works are being carried out adjacent to the Private Residence. You must also notify Us as soon as possible if You have been declared bankrupt or have been convicted of or charged with but not yet tried for any offence other than driving convictions. We will then advise You of any change in terms. If You are in any doubt please ask Us or GO.
2. Contract clause
   This contract of insurance shall, for all effects and purposes, be deemed to be a Maltese contract and shall be governed by and according to Maltese law and subject to the exclusive jurisdiction of the Maltese courts.
3. Change of interest
   We shall not be bound by any passing of Your interest other than by death or operation of the law.
4. Taking care of the property insured
   a. You must take and cause to be taken all reasonable precautions to avoid loss or damage and take and cause to be taken all practicable steps to safeguard all the property insured from loss or damage;
   b. You must maintain all the property in good repair. If You discover any defect in any property insured, You must remedy such defect as soon as possible;
   c. You must turn off the water supply at the main stop cock when the Private Residence is unoccupied for more than 30 consecutive days.
5. Arbitration
   If We have accepted a claim under the policy and there is a disagreement over the amount to be paid to You, the dispute must be referred to an arbitrator to be appointed by mutual agreement between the parties in accordance with the provisions of the Arbitration Act 1996. When this happens the making of an award by the said arbitrator shall be a condition to any right of action against Us.
6. Term of Policy and Cancellation
   a. This is an annual policy which covers You during the Period of Insurance noted in the Schedule.
   b. The policy is automatically renewed every year unless You advise GO to the contrary. The Policyholder will receive due notice of renewal via the medium You select when You first take out the policy. If for whatever reason, We shall not be offering renewal of the Policy You shall be advised at least 30 days before renewal date.
   c. You agree to pay to GO the annual premium in monthly instalments subject to separate terms and conditions agreed between You and GO (GO Insure – Home Contents Policy – Payment Terms and Conditions – GOPTC). In the event of Your breach of the GOPTC, Your policy cover may be terminated in accordance with clause 7e. iii below. In consequence of the payment by instalments any return premium which may be due under clause 7d and e below shall be payable by Us to GO and the return of the paid portion of the annual premium (excluding the entire amount of Document Duty paid with respect to the Policy), if any, which may be due to You shall be governed by the terms of the GOPTC recognising payment by instalments.
   d. During any Period of Insurance within the Statutory Cancellation Period being 14 days from
   • receipt of the policy documents (new business); or
   • the renewal date In this respect, the Policyholder defined in the Schedule may cancel this policy by writing to GO during the Statutory Cancellation Period.
   In that case We will refund the premium (but not any Document Duty as explained above) in accordance with clause 7c above.
   e. During any Period of Insurance outside the Statutory Cancellation Period:
   i. the Policyholder defined in the Schedule may cancel the policy at any time and must notify GO immediately. We will calculate the premium paid for the period You have been insured and, if applicable, refund any balance (but not any Document Duty as explained above) either directly to You or through GO;
   ii. We (or GO under Our authority) may also cancel the Policy by sending the Policyholder 30 days’ notice by recorded delivery to the address shown on the Schedule. We will calculate the premium paid for the period You have been insured and, if applicable, refund the balance (but not any Document Duty);
   iii. GO may give Us immediate notice to cancel Your policy in the event that there is a breach of the GOPTC (e.g. you fail to keep up with your due monthly payments). We will calculate the premium paid for the period You have been insured and, if applicable, refund any balance (but not any Document Duty as explained above) either directly to You or through GO.

Insurance Provided

What is the most We will pay?

We will not pay more in total than the Contents Limit shown in the Schedule in any one Period of Insurance under Causes 1 to 10. In addition, We will pay any amounts due under Additional Benefit 11.

The following sub-limits also apply:

• In total for Valuables: €2,000 in any one Period of Insurance;
• for any one Valuable: €500

We cannot pay any of the cost of extending or improving Your Contents beyond their condition as new.

What is covered

Loss or damage to the Contents while they are inside the Private Residence by the following Causes:

1. Fire, explosion and smoke.
2. Lightning and thunderbolt
3. Earthquake and subterranean fire.
4. Storm or flood
5. Riot, civil commotion, strikes, labour and political disturbances.
6. Malicious persons.
7. Escape of water from: a. a fixed: water installation or drainage installation; b. a washing machine, dishwasher or waterbed, refrigerator, deep freeze cabinet or fish tank.
8. Theft or attempted theft.
9. Collision or impact by: a. vehicles, aircraft or aerial devices or anything dropped from them; b. cranes or anything dropped from them; c. animals.
10. Escape of oil from a fixed heating installation including smoke and smudge damage by vaporisation due to a defective heating installation.
    Additional Benefit
11. Home entertainment equipment Accidental damage occurring in the Private Residence to:
    a. television sets (including digital and satellite receivers);
    b. audio equipment;
    c. dvd/video players and recorders;
    d. computer equipment (excluding Tablets);
    e. games consoles; owned by You or for which You are legally responsible.

We will not pay more than €1,000 in any one Period of Insurance.

What is not covered (specific exclusions)

See Other Exclusions also, including details of the Incident Excess

1. Loss or damage caused by gradual pollution or contamination
2. Loss or damage to Contents in the open
3. Loss or damage to the installation, appliance, waterbed or tank including costs of locating the damage and all other costs related to their repair or replacement if caused by normal wear and tear or defect in construction or installation;
4. Loss or damage:
   i. to Contents in the open;
   b. if the Private Residence is occupied in whole or in part by anyone other than You unless theft is accompanied by forcible and violent entry into or exit from the Private Residence;
   c. if the Private Residence is used to receive visitors in connection with Your business trade, profession or employment unless theft is accompanied by forcible and violent entry into or exit from the Private Residence.
5. Loss or damage caused by:
   a. animals belonging to You or in Your care, custody or control;
   b. cranes owned or operated by You.
6. Loss or damage to the installation;
7. Damage
   i. specifically excluded or provided for elsewhere under this policy;
   ii. to records, discs, cassettes, tapes, films, remote control transmitters and detached components;
   iii. to cameras, mobile phones and tablets including eReaders;
   iv. to equipment designed to be portable while it is being transported, carried or moved e.g. laptops, compact disc players and hand-held gaming consoles;
   v. by fluctuations of electricity unless resulting from Causes 1-10;
   vi. by chewing, scratching, tearing or fouling by animals belonging to You or in Your care, custody or control;
   vii.  by mechanical or electrical breakdown, derangement or failure;
   viii. caused by or in the process of dyeing or washing, cleaning, maintaining, repairing, restoring, altering, setting up or dismantling;
   ix. arising from faulty workmanship, faulty design or using faulty materials.

Other Exclusions

1. The Incident Excess
   We will not pay the amount of the Incident Excess in respect of each and every loss or damage under this policy.
2. Unoccupancy
   We will not pay for any loss or damage caused if the Private Residence is Unoccupied.
3. Private Residence in the Course of Construction and/or Alteration
   We will not pay for any loss or damage caused if the Private Residence is In the Course of Construction and/or Alteration.
4. Detention or confiscation
   We will not pay for any loss or damage directly or indirectly occasioned by or happening through confiscation or nationalisation or requisition or destruction of or damage to property by or under the order of any Government or public or local authority.
5. Sonic booms
   We will not pay for loss or damage by pressure waves caused by aircraft and other aerial devices travelling at sonic or supersonic speeds.
6. Nuclear risks
   We will not pay for loss or damage to any property or any loss or expense resulting or arising therefrom directly or indirectly caused by or contributed to by or arising from:
   i. ionising radiation or contamination by radioactivity from any irradiated nuclear fuel or from any nuclear waste from the combustion of nuclear fuel;
   ii. the radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or of its nuclear component.
7. War risks and Terrorism
   We will not pay for any loss or destruction of or damage to property or any loss or expense resulting or arising therefrom or any other cost or expenses of whatsoever nature directly or indirectly caused or occasioned by or happening through or in consequence of
   a. war, invasion, acts of foreign enemies, hostilities or warlike operations (whether war is declared or not), civil war, mutiny, civil commotion assuming the proportions of or amounting to a popular rising, military rising, rebellion, revolution, insurrection or military or usurped power, martial law;
   b. Terrorism or any action taken in controlling, preventing or suppressing any acts of Terrorism or in any way relating to any act of Terrorism.
8. Property lost through deception or fraud
   We will not pay for losses where property is obtained by any person using any form of payment which proves to be counterfeit, false, fraudulent, invalid, uncollectable, irrecoverable or irredeemable for any reason or for losses where property is lost by deception.
9. Subsidence and the like
   We will not pay for loss or damage caused by subsidence, ground heave, settlement, shrinkage or landslide even if resulting from any Cause under Insurance Provided.
10. Hazardous Materials
    We will not pay for loss or damage to any property or any loss or expense resulting or arising therefrom directly or indirectly caused by or contributed to by or arising from the use, manufacture, storage, filling or breaking down of high explosives including pyrotechnic materials in or about the Private Residence.
11. Sanction Clause
    We will not play any claim or any benefit under this policy to the extent that the provision of such cover, payment of such claim or provision of such benefit would expose Us to any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union, United Kingdom or United States of America or any of its states.
12. Consequential Losses and Depreciation
    We will not pay for depreciation in value of property or for any consequential loss whatsoever (including reduced value after items have been repaired or replaced).
13. Wear and Tear
    We will not pay for loss or damage caused by or consisting of deterioration or wear and tear, vermin, insects, fungus, rot, climatic or atmospheric conditions, the action of light or any gradually operating cause. This policy does not cover the cost of routine maintenance and decoration.
14. Electronic Risks
    We will not pay for damage or contamination to computers or computer equipment by:
    a. erasure or distortion of data;
    b. accidental erasure or mislaying or misfiling of documents or records;
    c. viruses and similar mechanisms or hacking.
15. Deliberate or existing Damage
    We will not cover loss or damage caused deliberately by You, any member of Your household or Your domestic employees. We will not cover loss or damage which happened or resulted from, an event which occurred before this cover started.

Protection and Compensation for Policyholders

Under the Protection and Compensation Fund Regulations 2003, should Atlas Insurance PCC Limited be unable to meet all its liabilities to policyholders, compensation may be available. Full details are available on the Malta Financial Services Authority website: www.mfsa.com.mt

Data and Privacy Protection

Atlas Insurance PCC Limited and/or any other subsidiaries of Atlas Holdings Limited or any of its daughter companies (hereinafter ‘Atlas’, ‘Us’, ‘Our’, ‘We’) are the data controllers, as defined by relevant data protection laws and regulations, of personal data held about You or relating to You and/or to any other person/s whom You insure with Atlas (hereinafter ‘Others’).

In completing all the forms related to Your policies or claims, You confirm Your understanding and acceptance of the terms in Atlas’s Data Protection and Privacy Statement. You hereby warrant that You have informed Others why We asked for this information and what We will use it for and have obtained the necessary explicit verbal consent.

Atlas collects and processes information about You and Others for purposes which include preparing requested quotations, underwriting and administering the insurance proposal and policy, carrying out its contractual obligations including handling and settling of claims, and preventing or detecting crime (including fraud). Atlas may monitor calls to and from customers for training, quality and regulatory purposes. Atlas may collect and disclose Your and Others’ information from/to other entities in order to conduct Our business including

• managing claims, which may require obtaining data including medical information from healthcare providers (including any public or private hospital or clinic) and/or Your employers (for company schemes) and which You hereby authorise;
• administering policies with insurance brokers or other intermediaries appointed by the policyholder;
• helping Us prevent or detect crime by sharing Your information with regulatory and public bodies in Malta or, if applicable, overseas, including the Police, as well as with other insurance companies (directly or via shared databases such as the Malta Insurance Fraud Platform), or other agencies or appointed experts to undertake credit reference or fraud searches or investigations; and/or
• Our third party suppliers or service providers to whom We outsource certain business operations.

We will retain data for the period necessary to fulfil the above-mentioned purposes unless a longer retention period is required or permitted by law.

You can withdraw Your consent to Atlas processing Your personal information which is processed with Your consent, e.g. direct marketing, at any time. You have the right to access Your personal data and ask Atlas to update or correct the information held or delete such personal data from Our records if it is no longer needed for the purposes indicated above. You may exercise these and other rights held in Atlas’s Data Protection and Privacy Statement, by contacting Our Data Protection Officer at The Data Protection Officer, Atlas Insurance PCC Limited, 419 Ta’ Xbiex Seafront, Ta’ Xbiex XBX 1021 Malta or email [email protected] Please note, however, that certain personal information may be exempt from such access, correction or erasure requests pursuant to applicable data protection laws or other laws and regulations.

If You and Others consider that the processing of personal data by Atlas is not in compliance with data protection laws and regulations, You and Others may lodge a complaint with Us and/or the Office of the Information and Data Protection Commissioner by following this link https://idpc.org.mt/report-a-breach.aspx

If You wish to view the full Atlas’s Data Protection and Privacy Statement, for a better understanding of how We use this data please visit https://www.atlas.com.mt/legal/data-protection/. Kindly note that this is subject to occasional changes including to comply with changing data protection laws, regulations and guidance.

What You can do if You are not satisfied with Atlas Insurance

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 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
Atlas Insurance PCC Limited
419 Ta’ Xbiex Seafront
Ta’ Xbiex XBX1021 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 their 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 Resolution Service. Please quote Our email address [email protected].

Our Offices

Head Office
419 Ta’ Xbiex Seafront
2343 5363 | [email protected]

Paola
87-89 Vjal Kristu Re
2343 5810 | [email protected]

Birkirkara
1 Mannarino Street
2343 5804 | [email protected]

Bormla
55 Gavino Gulia Square
2343 5807 | [email protected]

Luqa
Skyparks Business Centre MIA
2343 5808 | [email protected]

Mosta
Constitution Street 2343 5802 | [email protected]

Naxxar
13 St George’s Street
2343 5800 | [email protected]

Rabat
267 Vjal il-Ħaddiem
2343 5806 | [email protected]

San Ġwann
Naxxar Road c/w Bernardette Street
2343 5803 | [email protected]

St Paul’s Bay
597 Mosta Road
2343 5801 | [email protected]

Żebbuġ
148 Vjal il-Ħelsien 2343 5805 | [email protected]

Atlas Insurance PCC Limited is a cell company authorised under the Insurance Business Act 1998 to carry on general insurance business and is regulated by the Malta Financial Services Authority. The non-cellular assets of the company may be used to meet losses incurred by the cell in excess of their assets.