Complaints

At VUMI Europe, we are always committed to providing high-quality services. Therefore, your feedback is very important to us.

In the unlikely event that you are dissatisfied with the services, coverage, claims handling, or any other aspect related to the Company’s conduct, you may submit a complaint to the Company by following VUMI Europe’s complaints procedure.

1. Contact VUMI Europe

If you wish to file a complaint, we recommend that you first contact a representative of the Company. This may be done informally, in writing, or by telephone.

Whenever possible, you should contact the person who initially handled the case, as they are best positioned to address your concerns promptly and provide a resolution. If that person is unavailable or you prefer to speak with someone else, the case may be escalated to a senior representative or a manager.

The Company will make every effort to resolve the complaint immediately. If this is not possible, you will be provided with an estimated timeframe for resolution, typically within two (2) business days.

2. Submit a formal complaint

If the complaint remains unresolved, or you are not satisfied with the resolution provided during the initial contact, you may submit a formal complaint by email to:

VUMI^® Insurance Europe Limited – Att. Complaints Team
complaints-europe@vumigroup.com

The written complaint must include:

• Your full name and policy number
• A detailed description of the issue or what went wrong
• The resolution you wish to obtain

The Company will acknowledge receipt of the complaint in writing within two (2) business days of receiving it, including an estimated timeframe for the resolution of the case.

The complaint must be resolved within fifteen (15) business days. However, if the complaint involves complex handling that requires obtaining information from third parties, the Company will inform you of the actions to be taken and will provide you with a new estimated response timeframe.

3. Further recourse

If you remain dissatisfied with the response, you may escalate the matter by contacting the Ombudsman:

Office of the Arbiter for Financial Services

• Address: N/S in Regional Road, Msida MSD 1920, Malta.
• Telephone: +356 21249245 or +356 80072366 (free phone; the call is free if made from a Maltese landline; otherwise, standard charges from your telecommunications provider will apply).
• Email: complaint.info@financialarbiter.org.mt or through the online form at https://www.financialarbiter.org.mt/oafs/complaint
• Website: www.financialarbiter.org.mt

The Office of the Arbiter expects that you have received the Company’s final response before contacting them.