ABOUT US
SMS Insurance Agency Ltd. is wholly owned by the SMS Group. It has been operating since 1988 and is fully licensed to transact insurance business in Malta and is regulated by the Malta Financial Services Authority. Over the years SMS Insurance has grown both in terms of products offered as well as business transactions.
SMS Insurance provides extensive policy covers, specifically in Travel Insurance, Home Insurance and also Corporate Insurance cover. These covers are underwritten by principals with excellent international credit rating so that SMS Insurance can ensure peace of mind to each and every client.
LAW AND JURISDICTION
Unless otherwise specified, all contracts of insurance entered into with SMS Insurance Agency Ltd shall be Maltese contracts and shall be governed by and according to Maltese Law and in the event of a dispute shall be subject to the exclusive jurisdiction of the Maltese Courts.
PROCEDURE FOR THE SUBMISSION OF CLAIMS
On the happening of any destruction or damage you should contact our Claims Department as soon as possible, to provide us with full details of the incident. One of our Claims Handlers will assist you accordingly. A claim in writing containing as particular an account as may be reasonably practicable, must be sent to SMS in writing as soon as practically possible. Every judicial notification or any other communication relating to a claim must be sent to us without delay. You or any person claiming indemnity under the Policy must also inform the Claims Department if you or such persons know of any impending prosecution, inquest of inquiry involving anyone insured by the Policy. No negotiation, compromise, admission or refusal of any claim must be entered into without our consent.
In the event of any Theft or other criminal act which may give rise to a claim under the Policy, you or any other person claiming indemnity under the Policy must advise the police authorities immediately and cooperate with us to convict the offender.
Acting under the authority of underwriters, SMS may:
- Undertake proceedings on Underwriters' behalf, but in your name or in the name of anyone else insured by the Policy, to recover any payment which Underwriters or SMS have been authorised to make or may make under the Policy;
- Retain full discretion in the conduct of any proceedings and in the settlement of any claim; and
- Expect full cooperation on any matter affecting this insurance from you and anyone else insured by the Policy.
COMPLAINTS MANAGEMENT POLICY
We are committed to provide you with the highest level of service however if you are not satisfied with our services please refer the matter to the Complaints Officer at SMS Insurance Agency Ltd, 65, Birkirkara Hill, St. Julians. Tel: +356 2577 0000, Email: insurance@sms.com.mt
The FCA defines a complaint as 'Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm's provision of, or failure to provide, a financial service.'
You can communicate with us your concern and we assure you that feedback is always welcome as it enables us to identify ways to improve our service. 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 complaint.
Your complaints will be acknowledged by our Complaints Officer and a response will be sent to you within a maximum time period of ten days. If an answer cannot be provided within ten days, you will be informed about the causes of the delay and indicate when the investigation is likely to be completed.
In the unlikely event that your complaint remains unresolved, you may also write to the Consumer Complaints Manager, Malta Financial Services Authority, Mdina Road, Zone 1, Central Business District, Birkirkara, CBD1010. This will not prejudice any rights you may have at law, including any right to institute legal proceedings.
If your concern relates to a claims issue, we may elect to refer your complaint to an independent arbitrator, whose decision will be binding on both parties. Arbitration will take place in Malta.
You may also refer your concern to Lloyd's Malta Limited, c/o, Ganado Advocates, 171, Old Bakery Street, Valletta, VLT11455, Malta who may without prejudice to your rights in law refer the matter to the Complaints Team at Lloyd's, Insurance Company S.A., Bastion Tower, Marsveldplein 5, 1050 Brussels, Belgium.