What should I do if I am not satisfied with the service I am given?

With the best will in the world, concerns about some aspects of our service can occasionally arise. In such circumstances, our staff has the authority to settle problems and will do everything they can to help. This should be your first point of contact. If you are still not satisfied, please refer the matter to our Complaints Officer on 2343 0000 or complaints@elmoinsurance.com

What does my Policy cover?

a) Comprehensive
Comprehensive insurance covers damage to your car, as well as your legal liability for death of, or bodily injury to, third parties, including your legal liability for damage to third party property.

b) Third Party Fire and Theft
Third Party Fire and Theft insurance covers damage to your car following fire and theft, as well as your legal liability for death of, or bodily injury to, third parties, including your legal liability for damage to third party property.

 c) Third Party Only
Third Party insurance covers your legal liability for death of, or bodily injury to, third parties, including your legal liability for damage to third party property. It is important to know that damage to your car would not be covered under this type of Policy.
We shall be glad to provide you with free Legal Advice following an accident.

Do I need my insurance certificate to obtain my road licence?

You have nothing to worry about as we will supply you with your road licence when you take out a new Car Policy or renew your Car Policy with us.

Am I covered to drive my Car in other countries?

You are covered to drive in Malta, but if you take your Car to another country within the European Union we will extend your cover to meet the third party legislation in that country. In respect of own damage, we extend free of charge the cover for a month but you will need to advise us of the dates that you are travelling. Beyond the period of 30 days you will covered, subject to an additional premium, by calling us on 2343 0000.

When should I change the value of the vehicle?

The value of your vehicle should be reviewed every year and this will affect the premium you pay, unless you are already paying a minimum premium. We will value your car according to the value guide published yearly by the Malta Insurance Association (MIA). This does not apply if you have a Third Party insurance. If you disagree with this valuation, you can get your car valued by an approved professional surveyor. We offer this free of charge through our motor experts. It is not advisable to increase your car value without verification by a survey report, because in case of a claim we will base payments on the value set by the MIA Value Guide (unless this is superseded by a professional survey report) or the current market value applicable at the time of the loss.

Are my spouse and I covered for our business use under our Policy?

Your policy document will confirm which cover applies to the Policy, but if you are in doubt please contact us on 2343 0000.

What is a Policy excess?

An excess is the first portion of a claim for which you are responsible to pay and is individual to each Policy.

How do I make a claim?

If you've had an accident, complete our online form or notify us of a car insurance claim on 2343 0000, or call at our head office to discuss matters with our experienced claims handlers. Note: please report all accidents to us immediately so we can tell you what to do next and help resolve any claim on your behalf. Any communications you receive from another third party in relation to your claim should be re-directed to us.

What should I do if I have an accident?

If the accident is a bumper to bumper collision, then you have to fill out a ‘Front to Rear' form. For other accidents phone the Traffic Wardens on Tel. 2132 0202. Then contact us within 24 hours and you will be guided on how to proceed. If you have an accident on a weekend, contact us first thing on Monday morning. The wardens' report will be automatically sent to the Insurance Companies of the parties involved in the motor accident. If there are injuries involved, please call the Police.

If my car is being repaired after an accident, will I have a replacement vehicle?

Only if you have paid the premium to provide a Courtesy Car and you have comprehensive insurance. If it is not your fault, you have the right to claim from the third party's Insurers.

How long will it take to settle my claim? Which instances can delay the settlement of my claim?

If you are covered for comprehensive insurance, the majority of claims are settled with the minimum of delay from the time of receipt of the invoice from the repairer provided all documentation is in order. Most claims are settled directly with the repairer and there is no need for you to pay anything. Situations that cause delay in repairs or claim settlement arise from the unavailability of certain parts, since this would slow down the repair of vehicles. Delays may also arise from the time it takes to reach an agreement on who is liable for the accident. However, if you have a comprehensive policy we will pay for your repairs irrespective of who is liable at law, and also fight your battles for you! If you have any other queries, please don't hesitate to call us on 234 30000.

If I have a claim for windscreen damage, does it affect my No Claims Discount?

No, windscreen claims do not affect your No Claims Discount provided the replacement or repaid cost does not exceed €250.

If I claim, will I lose all of my No Claim Discount?

If you have a normal comprehensive, or third party fire and theft policy with full No Claim Discount, and you have a claim, your discount will be reduced rather than lost completely.
If you have a Protected No Claim Discount, this will remain at the same level at next renewal provided that you do not claim more than twice before your next renewal.
If you have a Third Party Policy and you are enjoying maximum No Claim Discount, your no claims discount will reduce to a one-year (20%) discount.

I've changed my car, how do I transfer my existing car insurance to my new car?

Call us and let us know the details of your new car. We'll update your Car Insurance Policy and send you a new Certificate of Insurance. It is important to advise us immediately you sell your car so that we could cancel the policy and allow you a refund. Otherwise you may find yourself facing some problems!

How do I add another driver to my car insurance policy?

Unless your policy is restricted to yourself only driving, the policy covers you and any authorised driver according to the youngest age declared in the proposal form. If you want to change the age limitation or add another driver to your existing policy, please call us and we'll be able to add the other driver to your car insurance policy. You'll need the following information about the other driver: Their name, date of birth, occupation, driving licence details and their driving experience (such as any previous claims or motoring convictions).

I have sold my car and it's still insured by you. How do I cancel my car insurance policy with you?

To cancel your Policy, you'll need to return your current Certificate of Insurance to us. Once we receive it, we'll cancel your Car Insurance and give you a proportionate refund on your premium (subject to no claims).

Can you provide me with a quote for my classic car?

Classic cars require a unique type of cover. We would suggest you call us on 2343 0000.

My car has been modified - will you be able to provide cover?

We will not be able to provide cover if your car has been modified to increase the top speed or acceleration unless approved by us.

Do you insure young drivers?

Yes - we insure drivers from the age of 18, but first please call us on 2343 0000.
What do I need to provide as proof on my No Claims Discount (NCD) If we have been unable to automatically obtain proof of your no claims discount, then you'll need to send us your most recent renewal notice or letter from your Insurance Company. The renewal notice or letter will need to confirm the following: Insurance Company Policy Number, Your Name, Number of years NCD and Expiry date. If in any doubt please contact your last insurance company and ask for evidence of your no claims entitlement.

What is protected no claim discount?

If you have built up 5 or more years no claim discount in your own name, then for an additional premium you may be able to protect it. This allows you to have up to two "at fault" claims in a 5 year period, and means that if your car is stolen, or there is no third party to claim from, you won't lose any of your hard-earned discount.

What is our Cancellation and/or Refund Policy for Car Insurance Policies?

You may cancel your Policy at any time by giving us seven days' notice in writing. We may cancel this Policy by sending seven days' notice by registered letter to the last address given by you. Any return of premium due will depend on how long the Policy has been in force and whether any claims have been made. If the Policy is cancelled any return premium will be calculated using our current short period rates. The motor certificate must be returned to us, and any refund will be calculated from the date it is received.

For all online transactions, there is also a 14 day 'cooling off period' during which the purchaser has the right to a full refund for the service purchased online should they change their mind.