GlobalCapital Health Insurance Agency Limited (GCHIA) acts as an insurance agent for Bupa Global Designated Activity Company (Bupa Global DAC), which has passported its services through the European Passport Rights for Insurance and Reinsurance Undertakings. GCHIA is registered as an insurance agent and is authorised and regulated by the Malta Financial Services Authority, of Notabile Road, BKR3000, Attard, Malta, and subject to limited regulation by the Central Bank of Ireland. Registered office: GlobalCapital Health Insurance Agency Limited, Testaferrata Street, Ta' Xbiex XBX 1403, Malta. Company Registration No. C6393.
Bupa Global DAC, trading as Bupa Global, is a designated activity company limited by shares registered in Ireland under company number 623889 and having its registered office at Second Floor, 10 Pembroke Place, Ballsbridge, Dublin 4, DO4 V1W6. Bupa Global DAC, trading as Bupa Global, is regulated by the Central Bank of Ireland.
Directors: M. Potkins (British), C. Heery, M.G. Duffy, M. Fulton, D. Swanton and T. McHarg (Australian).
In the event of a complaint, who you complain to and how you complain is dependent on the product you have purchased and the subject of your complaint.
If you are unsure if you have a concern which relates to a Bupa Malta product or a Bupa Global product, please contact the Bupa Malta Customer Helpline on +356 21 342 342 who will be able to advise you further.
In you have comments or concerns about the about the sale and promotion of a Bupa Malta product, then you should contact our Agents in Malta, GlobalCapital Health Insurance Agency Ltd by writing to them at the address below:
The Customer Service Manager,
Bupa Malta c/o GlobalCapital Health Insurance Agency Ltd
GlobalCapital Health Insurance Agency Ltd. is committed to providing an excellent service to its customers however if you are not satisfied with the service that has been provided we have a complaints procedure which we are documenting for your information and for you to follow in order to assist you in lodging a formal complaint.
Step 1 – Contact the Intermediary who sold you the policy.
The first step is to talk to the intermediary or a member of staff of the intermediary from whom you purchased your insurance policy if such policy was arranged through an intermediary. This can be done either by telephone or in writing 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 if you 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 directly from GlobalCapital Health Insurance Agency Ltd., please go to Step 2 below.
Step 2 - Contact GlobalCapital Health Insurance Agency Ltd directly
a) You may call the Bupa Malta Customer Helpline on +356 21 342 342 during office hours.
b) Should our Customer Helpline staff be unable to resolve your case, please put your complaint in writing and address it to:
'The Branch Manager’, Bupa Malta, Testaferrata Street Ta’ Xbiex, XBX 1403, Malta.
Step 3 – Contact the Complaints Manager at GlobalCapital plc
Should your complaint remain unresolved, please forward copies of all your correspondence to: The Complaints Manager either:
a) by post to our company's registered address as follows:
The Complaints Manager, GlobalCapital Plc, Testaferrata Street Ta'Xbiex, Malta, or,
b) by e mail to Complaints@globalcapital.com.mt
In your communication please quote your policy number and identity card number, and send us copies of any relevant documentation together with a detailed description of your complaint.
Within five 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 two weeks 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 4 - Taking your complaint elsewhere.
If you are still not satisfied with our Complaints Manager's response, you may contact the Arbiter for Financial Services:
a) in writing at the following address:
Office of the Arbiter for Financial Services,
First Floor, St Calcedonius Square,
Floriana FRN1530 - Malta
b) by e mail - firstname.lastname@example.org, or
c) by phone on - 80072366 or 21249245.
For comments and complaints about a Bupa Global product, we would ask you to call the Bupa Global Customer helpline on +44(0) 1273 323 563, which is open 24 hours a day, 365 days a year. Alternatively, you can write to:
The Head of Customer Relations
It is very rare that we cannot settle a complaint. However, if having contacted us you remain dissatisfied, you may be able to refer your complaint about your Bupa Global Product to:
The Financial Services and Pensions Ombudsman (FSPO).