Once we have received your complaint in writing or via email:

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1. The Complaints Officer will acknowledge receipt, and will gather all the relevant information regarding the complaint. 

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2. The Complaints Officer will determine whether the complaint pertains to the service provided by Aurora, or to the policy wording.  If the complaint concerns the latter, it will be referred to the Insurance Company for direct handling. 

 

3. When a complaint pertains to the service provided by Aurora, the Complaints Officer will respond to you within a maximum of 15 working days from the date the complaint is received, with the offer of a resolution to close the matter. 

 

4. If the investigation of a complaint is not concluded within 15 working days from its receipt, the Complaints Officer will notify you of the reason for the delay and will provide an estimated timeline for the completion of the investigation. 

 

5. Once a final decision has been made, you will be notified of the Company’s response. 

 

6. If you remain dissatisfied with the outcome, you have the right to refer the complaint to the Arbiter for Financial Services in Malta., and we will remind you of that right in our response.  The relevant contact details are: 

 

Office of the Arbiter for Financial Services 

N/S in Regional Road Msida 

MSD 1920 

Malta 

https://financialarbiter.org.mt/ 

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Tel: 800 72366 (from inside Malta) 

Tel: +356 212 49245 (from outside Malta) 

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Email: complaint.info@financialarbiter.org.mt 

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To submit a complaint online, please go to: https://financialarbiter.org.mt/oafs/enquiry 

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