GlobalCapital Health Insurance Agency Limited (GCHIA) acts as branch of Bupa Insurance Limited, which has passported its services through the European Passport Rights for Insurance and Reinsurance Undertaking Regulations. GCHIA is a company incorporated in Malta bearing company registration number C6393. GCHIA is registered as an Insurance Agent in terms of the Insurance Intermediaries Act 2006 and is regulated by the Malta Financial Services Authority. The Company is a subsidiary of GlobalCapital Life Insurance Limited and forms part of GlobalCapital Group. GlobalCapital plc which is the parent company of the GlobalCapital Group is listed on the Malta Stock Exchange. The registered office of the Company is: GlobalCapital plc, Testaferrata Street, Ta’ Xbiex, XBX 1403, Malta.

Bupa Global is a trading name of Bupa Insurance Limited and Bupa Insurance Services Limited which are registered in England and Wales at Companies House under numbers 3956433 and 3829851 respectively. The registered offices are Bupa House, 15-19 Bloomsbury Way, London, WC1A 2BA.  Bupa Insurance Services Ltd is authorised and regulated by the Financial Conduct Authority (FCA). Bupa Insurance Ltd is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (PRA). The Financial Conduct Authority does not regulate the activities of Bupa Insurance Limited that take place outside of the UK. The PRA and FCA regulation numbers of Bupa Insurance Limited and Bupa Insurance Services Limited are 203332 and 312526 respectively. - See more at: https://www.bupaglobal.com/en/legal/gb/legal-notices#sthash.VYG39Zwf.dpuf. The activities of Bupa Malta are subject to limited regulation by the Malta Financial Services Authority. Details about the extent of our regulation by the Malta Financial Services Authority are available from us on request.

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
Testaferrata Street,
Ta’ Xbiex
XBX 1403,
Malta


Complaints Procedure for Bupa Malta Products

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 This email address is being protected from spambots. You need JavaScript enabled to view it.

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 eight 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 - This email address is being protected from spambots. You need JavaScript enabled to view it., or

c)     by phone on - 80072366 or 21249245.


Complaints Procedure for Bupa Global Products

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
Bupa Global
Victory House
Trafalgar Place
Brighton
BN1 4NF
United Kingdom

Taking it further

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 Ombudsman Service.
Exchange Tower
Harbour Exchange Square
London
E14 9SR
United Kingdom

0800 023 4 567
Calls to this number are now free on mobile phones and landlines
0300 123 9 123
Calls to this number cost no more than calls to 01 and 02 numbers
Please call us from abroad on +44 20 7964 0500
Please see the Financial Ombudsman Services website for information on who may complain and how to complain.
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GLOBALCAPITAL HEALTH INSURANCE AGENCY

GlobalCapital Health Insurance Agency Limited acts as an insurance agent and is regulated by the Malta Financial Services Authority (MFSA). Registered address: GlobalCapital Health Insurance Agency Limited, Testaferrata Street, Ta’ Xbiex XBX 1403, Malta.

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© 2014 Bupa Malta / GlobalCapital Health Insurance Agency Ltd