Complaint Procedure

LifeStar Insurance Limited is committed to providing an excellent service to its customers; however if you are not satisfied with the service provided, we have a complaints’ procedure which we are documenting for your information for you to follow in order to assist you in lodging a formal complaint.

Step 1 – Contact the Insurance Intermediary / Financial Planning Manager who dealt with your insurance policy / investment

The first step is to talk to the intermediary or a member of staff of the intermediary from where you purchased your insurance policy if such policy was arranged through an intermediary. If the product was an investment or a life / health policy bought directly from the principal, then you are to contact your allocated Financial Planning Manager / Tied Insurance Intermediary directly. This can be done either by telephone or in writing either by post or by e mail. In the case of an intermediary, such as an insurance broker, if the identifiable person is not available or you would prefer to approach someone else, then please ask for the Manager responsible for Complaints within the Intermediary. If your complaint is not resolved within five working days OR if you have purchased the insurance policy / investment directly from LifeStar, please go to Step 2 below.

Step 2 – Contact LifeStar directly.

Please put your complaint in writing and address it to ‘The Compliance Manager’ either:

  1. by post to our company’s registered address at LifeStar Insurance Limited, LifeStar Building, Testaferrata Street, Ta’ Xbiex, Malta or,
  2. by e mail to complaints@lifestarinsurance.com

In your communication please quote your policy or account number and identity card number, and send us copies of any relevant documentation together with a detailed description of your complaint.

Within five (5) working days of receipt of your complaint we will send you a written acknowledgment which will include the next steps we will take to resolve it. If we are unable to resolve your complaint within fifteen (15) working days of receipt of your complaint we will inform you of the causes of delay and indicate by when the investigation is likely to be completed and the complaint resolved.

Step 3 – Taking your complaint elsewhere.

If you are still not satisfied with our Complaints Manager’s response, you may contact the Office of the Arbiter for Financial services either:

  1. in writing at the following address: 
    Office of the Arbiter for Financial Services,
    First Floor, St Calcedonius Square,
    Floriana FRN1530,
    MALTA
  2. by e mail –  complaint.info@financialarbiter.org.mt
  3. or by phone on – 80072366 or 21249245.

Following any of these procedures is without prejudice to your right to take legal proceedings.

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