Committed to excellence

Island Insurance Brokers Limited is committed to provide the highest possible level of professional service to its clients.  If however, the client is not satisfied with the level of service provided we have devised a procedure as to how such complaints can be managed.

A complaint is a statement of dissatisfaction addressed to the company by a client or third party relating to the service he/she has been provided with.

A complainant is a person who is presumed to be eligible to have a complaint considered by the company, including but not limited to a client, a policyholder, insured person, beneficiary or injured third party, which would have already lodged a complaint.

How do we deal with your complaint?

We treat complaints with a positive attitude as we recognise that a complaint may highlight specific shortcomings in our service which merit improvement in our services or procedures.  Accordingly, if you feel that we have failed to deliver in our promise to provide an excellent service please tell us.

How do you lodge a complaint?

You should first approach the person or the department who manages your business and inform them of the source of your problem or concern, as they may be best placed to assist you and solve your problem immediately.

If your concern cannot be resolved immediately we will take note and register your concern and resolve to refer back to you with feedback within two days.

Should you still remain unsatisfied, you should put your complaint in writing, addressed to the General Manager, giving details of your concern and how you feel it should be resolved.  You may get in touch with us at:

Mr Mark Spiteri, General Manager

The Process

All written complaints will be acknowledged within 5 days of receipt and you will be informed when to expect our response.  After fully investigated, generally within a period of not longer than 2 weeks, you will be informed what we think of your complaint and how this may possibly be resolved.  If it is not possible to fully investigate or resolve your complaint within 2 weeks of receipt, we will you informed of the process and action we are taking. Should you still not be satisfied with the response and manner we have handled your complaint, you may contact the Office of the Arbiter for Financial Services.
Office of the Arbiter for Financial Services