Complaints

NC Fusion is committed to providing a high standard of service to brokers and the underlying insureds whose risks are placed with us. If you have any questions or concerns about a policy placed through NC Fusion, the handling of a claim, or any aspect of our service, please raise the matter in the first instance with the person who handles your account. In the unlikely event that your complaint is unresolved, please write to:

The Complaints Manager
Northcourt Limited
The Reed Centre, Blue Harbour
Ta’ Xbiex XBX 1027
Malta

Tel: +356 27791000

Email: jessica.tortell@optiogroup.com

The Complaints Manager will acknowledge your complaint within 5 working days of receipt, explain how it will be handled, and let you know what supporting documentation is needed. A substantive response will follow within 15 working days of receiving the complaint and all requested information.

If the complaint is brought by a consumer (the underlying insured) and they are not satisfied with our response, the complaint may be referred to:

The Office of the Arbiter for Financial Services N/S in Regional Road, Msida, MSD 1920, Malta Freephone (local calls):

80072366 Tel: +356 21249245 Email: complaint.info@asf.mt

A complaint form (in Maltese and English) is available at www.financialarbiter.org.mt under "For Consumers".

The Office of the Arbiter for Financial Services handles complaints from eligible customers, namely consumers and micro-enterprises. It does not consider complaints from insurance brokers or other regulated firms acting in a professional capacity.