Complaints Procedure

HSF health plan (Malta) Limited is committed to provide you with a professional and customer-oriented service. If you are not satisfied with the level of service provided by us, please follow this process to enable us to resolve the matter as quickly as possible.

To lodge a complaint, you should first contact the person who usually manages your insurance requirements. Our team will do their utmost to resolve the issue immediately. In the unlikely event that your issue remains unresolved, you should send us an email on enquiries@hsfhealthplan.com.mt or send a letter addressed to:

The General Manager
HSF health plan (Malta) Limited,
Vision Exchange Buildings,
Triq it-Territorjals – Zone 1,
Central Business District,
Birkirkara CBD 1070,
Malta

Following receipt of a complaint HSF health plan (Malta) Limited will:

• Acknowledge your complaint within 3 working days (should the complaint be made orally; we will firstly provide a summary of the complaint and request that you confirm the said summary to us in writing);
• Have the complaint registered internally;
• Explain how we will handle your complaint and who your contact person will be;
• Gather and investigate all relevant evidence and information regarding your complaint;
• Provide a final reply to your complaint 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 the cause of delay and indicate when our investigation is likely to be completed.

If our final decision does not fully resolve your complaint, we will provide a thorough written explanation of our position and if you are still not satisfied that the matter has been resolved you may refer to the Office of the Arbiter For Financial Services as established under the Arbiter for Financial Services Act, (Chapter 555 of the Laws of Malta) located at:- First Floor, St. Calcedonius Square, Floriana, FRN 1530. Freephone: 80 072 366 or Telephone: (+356) 21 249 245
Email: complaint.info@financialarbiter.org.mt

This is without prejudice to any other legal action which you may wish to resort to.