CPD: How to resolve insurance consumer complaints

Coming soon - Register your interest

General information

To be confirmed
17:00–19:00 CET

Webinar description

During this session, we will cover normal consumer complaints, the mechanisms available for making a complaint and how these can be resolved. The lecture will also touch on recent legislation development affecting consumers of insurance.

Learning objectives

  • Awareness of the various complaints that arise in insurance
  • The mechanisms available for making a complaint
  • How to tackle and resolve complaints
  • Insight into the latest legislation covering consumer rights

Webinar topics

  • The nature of complaints made under general insurance, life assurance and pension policies
  • The resolution of complaints as a process culminating with the Arbiter for financial services
  • The use of the Online Platform Resolution for cross border complaints and the Alternative Dispute Resolution
  • Recent legislation dealing with consumers and complaints
  • Some real cases of consumer complaints in Malta and how they were resolved
  • Latest developments from Brussels including any update of the current Consumer Agenda which dates back to 2012 and which expires in 2020 in light of recent developments and current policy priorities. The new agenda will also look at the impact of the COVID-19 pandemic on consumers and draw the lessons learnt for the future consumer policy e.g. Cancellation of travel and events and rogue trading practices.

Target audience

Insurance practitioners including customer service personnel, insurance intermediaries and any insurance personnel interested to know about insurance complaints and how to handle them.

Trainer(s) name(s)

Ms Pauline Azzopardi

Trainer(s) bio and experience

Ms. Pauline Azzopardi has enjoyed a career of over 30 years, working in senior roles with some of the world’s largest international banking and insurance institutions, including Munich Re, HSBC, Middle Sea Insurance (currently Mapfre).

Pauline Azzopardi has been newly appointed by the Board of Supervisors of the European Insurance and Occupational Pensions Authority (EIOPA) to the Insurance and Reinsurance Stakeholder Group (IRSG) and Occupational Pensions Stakeholder Group (OPSG). She is also a Board member of the Chartered Insurance Institute. Pauline Azzopardi is currently President of the Association for Consumer Rights Malta (ACR) and was Malta Representative on the European Consumer Consultative Group (ECCG) for the last 6 years. She also served as President of the HSBC Bank Malta “Banking on Women Foundation” which promoted the professional advancement of women and was Vice President of the National Council of Women (Malta). She participated in initiatives organized by Age Platform Europe and was a member of Malta-EU Steering and Action Committee. Pauline is a Fellow of the Chartered Insurance Institute and holds a Bachelor of Science honours degree in Chemistry and Biology from the University of Malta. She is a part-time academic and has delivered lectures in Bahrain, Oman, India and Malta. She is currently a visiting lecturer at the University of Malta.