Claims Handling Practices Workshop

Overview

The manner in which policyholders’ claims are handled by the insurance company and an insurance intermediary vested with delegation of authority with respect to claims handling and/or processing plays a major factor in how it is perceived by its customers. For most Regulated Persons operating in a very competitive sector, achieving excellence in claims handling is what distinguishes them from their competitors.

There is a significant amount of anecdotal evidence and opinions available on social media regarding the claims handling service provided by different insurance entities. The MFSA has also carried out a number of inspections recently which were focused on claims handling. Feedback on this matter is also provided by the insurance industry.

The aim of this workshop is to outline the Authority’s expectations as to how claims should be handled to keep customers satisfied by treating clients fairly, honestly, professionally and in accordance with their best interest. The workshop would also discuss the feedback received by the Industry on the draft claims handling document that was shared by the Authority earlier this year.

Who Should Attend

• Insurance Undertakings;
• Insurance Intermediaries which have been vested with delegation of authority with respect to claims handling and/or processing;
• Third country insurance undertaking which has established a branch in Malta;

that offer personal lines insurance products which are designed to protect an individual from losses related to property loss, and liability. Commercial lines insurance covering business and commercial risks, and long-term insurance products including insurance based investment products are outside of scope of this workshop.

Agenda

Registrations

The Authority encourages interested participants to register by filling the form below by not later than Tuesday 17 June 2025.

Registration is on a first come, first served basis.

Photos will be taken during the event with the intent to publish such photos on social media channels and websites. By registering, one would be granting consent to such data being used.