Pet Insurance
Frequent Questions

How do I purchase the policy?
We will need your personal details, a copy of your driving licence and full details of your e-scooter. If you are purchasing accidental damage cover, we would need proof of purchase to quantify the value when purchased. The value will be calculated taking into consideration the approx. new purchase price and a deduction of 10% is made for every year after the first year from purchase. You may contact us on 2343 5381 or on LiveChat and we will guide you accordingly.
Is the insurance cost very high?
No, the cost is minimal and you can easily get an online quotation.
Will my e-scooter be covered if it is stolen?
If you take up the accidental damage optional cover, you will be covered if your e-scooter is stolen from your home (place of residence) or from the locked luggage boot of a motor vehicle. There is no theft cover while the scooter is left unattended even if it is locked and chained to an immovable object.
What do I do in the event of an accident involving another vehicle or person?
You will need to phone up the local traffic wardens in the event of your involvement in an accident with another vehicle. In the event that any person is injured, you would need to call the police. In the event of accidental damage where no other person or vehicle are involved, you would need to report the incident at the nearest police station explaining the circumstances so that a police report may be issued. You may phone us on 2343 5381 and we will guide you should you be unclear on what you need to do.
Is there a policy excess applicable?
Yes, there is a standard €100 policy excess applicable for all claims.
Will my e-Scooter be covered for accidental damage?
There is an option to purchase accidental damage including fire and theft. The premium payable will be higher to include such damage.
Will insurance cover damages I cause third parties?
Yes, the primary cover of our policy is third party liability as required by legislation. The liability limits that apply for all motor vehicles will apply to your registered e-scooter.
Do I have to register my e-Scooter with Transport Malta?
Yes, all e-scooters have to be registered and licensed with Transport Malta. A one-time registration fee will be charged (€10). No renewal fee is charged after that but proof of insurance cover is required by Transport Malta every year.
Where can I use my e-Scooter?
Our insurance cover stipulates that all Transport Malta regulations are followed. Such regulations state that use is banned from arterial roads, underpasses and tunnels but can be ridden in urban areas and cycle lanes. The maximum speed is 10km/h on promenades and pedestrian areas, and 20 km/h on roads.
How will I qualify for your iScoot policy?
You will need to be 21 years or over and you must have been resident in Malta for at least 6 months. You must also be in possession of a standard motor driving licence (Category A, AM or B) or similar categories of your licence is not issued in Malta. Please also note that your e-scooter must be in conformity with the regulations especially the maximum designed speed.
What documents are required to lodge a claim?
Immediately after notifying us, fill out the claim form and sign it. This can be filled online, at any of our offices, or by mailing it to us. We will need the following documents:
1. Motor claim form
2. Driving Licence
3. The Incident Report (if applicable)
4. Photos of the accident
You may need to pay a policy excess, which we will advise you of when we receive your claim form.
What are the main exclusions and limitations of the Dental Corporate plans?
  • Treatment prescribed, planned or advised or taking place on or before the start date of the policy
  • Restorative treatment which is diagnosed in your first examination after you take out the policy if you have not had an exam two years prior to taking the policy out.
  • Claims under the Injury or Emergency benefits for treatment required as a result of an incident which took place prior to the start date of the policy
  • Treatments in connection with Dental Injury which commenced more than 6 months from the date of the Injury or completed more than 18 months from the date of the original incident
  • Any treatment relating to damage or injury caused while participating in contact sports (including training).
  • Any treatment not deemed to be clinically necessary
  • Dental implants and all costs associated with the preparation and fitting of such a device
  • Treatment for mouth cancer diagnosed before or within 90 days after you joined or for which tests or consultations began within those 90 days even if the diagnosis is not made until later.
  • Orthodontics
  • Drugs and Dressings except for that provided under emergency dental treatment
  • Will I need a dental check-up to join a Dental Corporate plan?
    No, in the case of Essential and Extensive cover we will however require details of your past dental history on the application form.
    Dental insurance normally covers new dental conditions. Does this mean I won’t be covered for any dental conditions I have had in the past?
    Any dental treatment which was prescribed, planned, diagnosed as necessary or is currently taking place at the start date of your policy will no t be reimbursed.
    Is there any excess payable under the iCycle policy?
    Yes, there is an excess of €50 applicable for each and every loss. In the cases listed below, however, there is an excess as outlined for each and every loss:
    • Theft from outside the home - 20% of the sum insured (with a minimum of €125)
    • Public liability - €125 any one claim for third party property damage, except for use in competitions (Sprint option), in which case the excess is €500 for any one claim.
    • Other use in competitions (Sprint option) - 20% (with a minimum of €250)
    What is evidence of ownership?
    Original sales purchase or receipt or other evidence which clearly demonstrates ownership. The evidence should clearly show date, price paid and details of the bicycle, accessories and approved lock (if you wish cover to be operative while the bicycle is unattended)
    How do I make a claim?
    You may download our claim form from atlas.com.mt, where you will find step by step instructions on how to claim. Alternatively please call us on 2343 5381. Please remember to report any theft or malicious damage to the Police. If anything goes wrong during transit by ferry or air (upshift option), please report such losses to the carriers.
    What does Personal Accident cover me for?
    The policy offers insurance for bodily injury or death following an accident. Please see the policy for more details. The benefits/limits following an accident with your insured bicycle are as follows:

    Line Option
    • Loss of Limb and/or Loss of Sight €7,500 • Permanent Total Disablement €15,000 • Death €15,000

    Upshift Option (improved cover)
    • Loss of Limb and/or Loss of Sight €15,000 • Permanent Total Disablement €30,000 • Death €30,000

    Plus
    • €100 for inpatient hospitalization in excess of 24 hours/up to 30 days • €500 for broken bones • €250 for dental treatment

    These benefits are also applicable to the family members specified under our Family Cover
    Will my bicycle be covered if I leave it unattended?
    Yes it will, provided that the bicycle has been secured to an immovable object with an approved lock.
    Do I have to let you know if I change my bicycle throughout my policy period?
    Yes, we will need to cancel your current policy and a new policy issued on the substitute bicycle. A refund of premium will be given on the cancelled policy and a new premium charged on the new policy.
    Do you insure Professional Cyclists?
    We are unable to provide cover for professional cyclists.
    Is there an age limit on the iCycle policy?
    We cannot cover persons under 16 years of age for Public Liability and Personal Accident Cover applies only to persons aged 16 to 75 years old.
    Do I have to let you know if I am taking my bicycle abroad?
    If you are planning cycling holidays in Europe, you will need to take up the Upshift optional benefit, as this will automatically cover you for any trip in Europe up to 15 days per trip. You do not to inform us before going on a trip and you will also be covered while your bicycle is in transit by ferry or air. Our Line policy only covers the bicycle within the Maltese Islands.
    Do I need to wear a helmet?
    Yes, to get full Personal Accident cover for head injuries, you need to be wearing a helmet at the time of the accident, although it is not necessary for other sections of the policy such as liability or accidental damage.
    What does Public Liability insurance cover me for?
    Any injury or property damage to other people (third parties) which arise from your use or ownership of a bicycle.
    Will I be covered if I use my bicycle for competitive racing?
    Yes, you can be covered but you will need to take up the Sprint option at an additional charge. Higher excesses apply for this cover as well as reduced third party liability of €250,000 which is also limited to €60,000 in respect of liability towards fellow competitors.
    Can I include more than one bicycle on this policy?
    Yes, multiple bicycles can be insured under the iCycle policy and you can take up the Family option to cover different members of your family using the insured bicycles, provided that family members are parents, spouses, partners, sons, daughters or siblings who live permanently with you. If you take up the family option, your family members will also be insured for public liability (liability to others). Please see the cover table opposite regarding age limits on personal accident and public liability.
    Can I insure my bike if it is second hand or more than 3 years old?
    Yes, you should still insure the bike for the new retail (new for old) value. In the event of a claim for loss or theft of the whole bicycle the following deprecation will be applied:

    • Up to 3 years old - no depreciation
    • Over 3 years and up to 5 years old - 25%
    • Over 5 years and up to 7 years old - 35%
    • Over 7 years - 50%

    The age of the bicycle will be determined by the age of the frame based on its date of manufacture.
    What value should I insure my bike for if I bought it on sale or second hand, or it is over 3 years old?
    You should insure your bike for the full retail value should you need to buy a new one. Depreciation will apply. See the FAQ on depreciation for more details.
    How do I value my bicycle if it is made up of different parts and has been customised?
    You need to obtain a value by adding up the overall cost of parts (using original receipts), but it is advisable to discuss such bicycles with us when taking up cover.
    What about any spare wheels in the cost of the bicycle or are they included in accessories?
    Any spare parts or wheels which are not permanently attached to the bicycle cannot be covered; not even as accessories.
    Do you cover bike boxes or bags?
    Yes, we can cover a bike box for theft, loss or damage under the bicycle accessory section. Just choose the best level of cover to suit the value of your bike box and any other accessories you would want to cover. The box/bag will be insured only if the bicycle is being carried in such boxes or bags.
    What do you mean by accessories?
    Accessories are items added and fixed to your bicycle in addition to the manufacturer’s original specifications and not included in the original value of the bicycle. These can include cameras specifically designed for cycling, cycling computers, lights, cycle luggage and panniers, cycle boxes or bags, trailers and passenger carrying trailers. Clothing, backpacks and similar items are not insured under this policy; spare parts or wheels not permanently attached to the bicycle aren’t covered either.
    Can I insure my bike’s accessories?
    Yes, you can. Accessories are covered if they are lost or damaged at the same time as the loss or damage to your bicycle.
    What are the types of insurance available?
    There are 2 levels of cover and 2 optional benefits: •Line: this is the standard insurance cover which is suitable for entry level • Upshift: gives superior cover, especially for those who travel with their bikes. Public liability and personal accident cover have double the limits of the Line level of cover. The optional benefits are: • Sprint cover for those involved in sports and competitions • Family cover for insuring other cyclists in the family
    What does iCycle bicycle insurance cover?
    The Atlas iCycle policy is aimed at non-professional cyclists and covers loss or damage to all types of bicycles; it also includes liability to others and personal accident cover for the bicycle’s rider.
    Does my pet need to be micro-chipped and vaccinated?
    Yes, your pet will definitely need to be properly vaccinated and micro-chipped to be insured.
    How can I be sure that my claim will be paid before I go ahead with my pet’s medical treatment?
    Just call our personal insurance department on 23435293, by email on insure@atlas.co.mt or use AtlasChat and tell us about your pet’s proposed treatment. We require you to contact our offices and preauthorise your pet’s treatment when planning the following:
  • an overnight stay in any clinic or hospital
  • an operation (including any dental procedure) involving the administration of general anaesthetic
  • Why do I need motor insurance?
    It is a requirement by Maltese and European Law to have third party liability cover when driving a motorized vehicle. The standard limits of liability are €1,000,000 for property damage and €5,000,000 for injuries or death to third parties. A motor vehicle cannot be registered for use if there is no insurance cover in place. A Maltese insurance policy will automatically cover liability while driving anywhere within the Maltese Islands and in any EU country.
    What is the difference in cover for Third Party Fire & Theft and Comprehensive?
    Besides the compulsory third party liability cover, third party fire and theft cover includes damage caused to the vehicle following fire, explosion, theft and attempted theft.

    Comprehensive cover also very commonly known as ‘full’, covers all the previous risks plus accidental and malicious damage as well as damages due to storm and floods
    Are there any special benefits on the Atlas motor policies?
    Comprehensive Cover for Private Cars covers your car for accidental and malicious damage, fire, theft, floods and storms together with the following FREE benefits:

  • 24 hour roadside assistance by Atlas RoadAssist (by RMF)
  • Protection of no claim discount on reaching 65%
  • Free GAP cover for new cars in the first year up to 110% of the value
  • Car hire up to €100 following a motor accident (with 65% no claim discount) - now while waiting for parts if the car cannot be safely driven
  • Car Hire up to €250 following fire and theft until you buy a replacement vehicle
  • Very low standard policy excess of €50 (including that for Theft)
  • No additional charge up to 30 days when travelling in the EU (own damage cover)
  • All audio equipment now forms part of the car accessories with no sub-limit
  • Child seat cover up to €125
  • Loss of keys/change of locks up to €500
  • Legal assistance for uninsured losses up to €1,000
  • Accidental damage to glass up to €500 (including windscreens)
  • Personal effects up to €250
  • Personal accident and medical expenses cover to all passengers including the driver
  • Removal of the standard €50 excess is available at a nominal charge

  • Third Party Fire & Theft cover for Private Cars also covers your car for fire and theft together with the following FREE benefits:

  • Protection of no claim discount on reaching 65%
  • Free GAP cover for new cars in the first year up to 110% of the value
  • Car Hire up to €250 following fire and theft until you buy a replacement vehicle
  • Very low standard policy excess of €50 (including that for Theft)
  • No additional charge up to 30 days when travelling in the EU (fire & theft cover)
  • All audio equipment now forms part of the car accessories with no sub-limit
  • Child seat cover up to €125
  • Loss of keys/change of locks up to €500
  • Legal Assistance for uninsured losses up to €1,000
  • Removal of the standard €50 excess is available at a nominal charge

  • Great benefit available at a nominal additional cost 24 hour roadside assistance by Atlas RoadAssist (by RMF) is also available at a reduced cost on:
  • Private cars & motorcycles insured for third party fire & theft and third party only
  • All commercial vehicles up to 3.5 tonnage
  • How is the vehicle value established?
    All motor policies in Malta do not cover vehicles on an agreed value. The policy usually states that the value of the vehicle must be the market value at the time of the loss. #

    The vehicle value usually features in the event of a claim where the vehicle is beyond economical repair and is written-off. The market value is usually the price that the vehicle would fetch in the Maltese market if sold at that time. Please note that all vehicle values decrease every year and the Malta Insurance Association periodically issues a guide on vehicle values. However, this is just a guide and a lot depends on the condition and use of the vehicle. Values also tend to vary from vehicles purchased in Malta to ones bought second hand from the UK.

    Clients are also given the option to have the vehicle privately surveyed. Insurance companies will accept the value on the survey report as long as the surveyor is approved by the Malta Insurance Association.
    If I want to go abroad with my vehicle, what do I do?
    Our private car comprehensive and third party fire and theft covers offer free 30 days cover during the annual policy cover when travelling within the EU. You will not need to notify us as long as you do not exceed the 30 days in an EU country.

    You may download the EU accident report here or alternatively, call us on 2343 5381 and we will send you a copy by post. It is important to notify us if you will be spending more than 30 days outside Malta, as there will be an additional charge. If you wish to travel with your vehicle to a non-EU country, please contact one of our Atlas offices for guidance.

    Should you require Roadside Assistance during your trip, please do contact us on the same telephone number and we will guide you on how to acquire such assistance.
    Will I get a refund of premium if I cancel my policy?
    Clients may cancel their policy once the vehicle has been sold or scrapped as long as a copy of the transferred log book or scrapping note is given to us. Any refund of premium due will depend on how long the policy has been in force and whether any claims have been made. If there was a claim made during the insurance period for which you were at fault, no refund of premium is given.

    If you wish to cancel the policy other than for the reasons mentioned above, you must give us 7 days’ notice and have the vehicle insured elsewhere before cancellation and any return premium will be calculated using Atlas’ short period rates.

    Should Atlas wish to cancel your policy, we will give you 7 days’ notice of cancellation and your refund of premium will be calculated on a pro-rata basis. It is always very important that the original motor certificate of insurance is always returned to Atlas. Should this have been lost or misplaced, we would require an Affidavit from you stating this before we can cancel cover.
    What should I do if I have an accident?
    First of all, stay calm!

    It is very important that should anyone be injured in the accident, please call the Police and an ambulance should there be grave injuries. If the accident is a bumper to bumper, fill in the ‘Front to Rear’ form with the other driver and keep a copy to give to us. The other driver should give the other copy to his insurance company. Once you both agree to fill in the form, please move your vehicles to the side of the road to avoid traffic congestion.

    You may ask us for a ‘Front to Rear’ form if you have not already been given one or if you have used it. Should the accident not be a bumper to bumper, do not move the vehicles and call the Traffic Wardens on 2132 0202. The warden’s report will be automatically sent to the respective insurance companies. In all cases, please do not admit any liability on site. Please do remember to take note of the other party’s name and vehicle registration number.

    Should you find yourself the victim of a hit and run accident, or find your vehicle damaged, do remember to make a report with the police and inform us.

    Contact Atlas within 24 hours of the accident and we will guide you on how to proceed. Should the accident be over a weekend, please contact us on Monday morning.
    What is an Excess?
    An excess is the amount which you are required to pay when you make a claim. Atlas motor policies have a standard excess of €50 – higher excesses could apply and will be listed in your latest policy schedule. This can also be agreed at renewal stage.

    You may increase the standard €50 excess to €100 or €200 for which you will be given a discount in your premium.

    Drivers under the age of 25 normally have higher excesses, ranging from €75 to €500.
    Will I lose my No Claim Discount if I make a claim?
    If the accident is not your fault, you will not lose your No Claim Discount. Please note however that if liability has not been determined yet and your insurance is up for renewal, the NCD will be temporarily lost and the difference is reimbursed once we receive acceptance of liability from the other party.

    For private cars having comprehensive or third party fire & theft cover, if there is one claim within a 12 month cover period, your 6th year 65% No Claim Discount will remain at 65% the following year. This will, however, then be subject to a 2 year step back following a claim during the next year.

    4th year (60%) or 5th year 65% No Claim Discount may be protected at an additional charge. Other policies are subject to step back or loss of No Claim Discount following an accident. Please refer to our full No Claim Discount rules for full details.
    How will I know if I’m at fault or not for an accident?
    For simple claims, the law will give a quick solution such as bumper to bumper accidents where the vehicle hitting the vehicle in front is generally to blame.

    If the accident is more complex and the persons involved cannot agree, this case may be referred to arbitration or to Court. In such cases you will have our guidance throughout the whole process (this applies to comprehensive and third party fire and theft clients). Sometimes each party involved will have part of the blame and payments apportioned accordingly. You have every right not to agree with the way blame has been determined, however, through our long experience in this field, we will guide you on how fault is assigned according to Law and will try to avoid you incurring additional legal expenses.

    One the major benefits of comprehensive cover is that we will deal with everything relating to our claim giving you peace of mind.
    Where do I take my car to be surveyed?
    If damages to your vehicle are minor and it can be safely driven, you can phone us up to make an appointment for it to be surveyed at our office on Ta’ Xbiex Seafront while you open your claim and pay your excess - usually between 08.00 and 09.00.

    If damages to your vehicle are more serious, you may need to take it to a repairer of your choice following registering of your claim with us. The repairer must be included on the approved list by the Malta Competition and Consumer Affairs Authority. Our surveyor will survey your vehicle at your repairer and repairs are agreed. Unfortunately in such cases appointments are not normally set up with surveyor and you will have to leave your vehicle at the repairer between 08:00 and 14:00.

    If your vehicle cannot be structurally repaired or it is too expensive to repair compared to its market value, it can be declared a write off and a cash settlement is negotiated.
    Will I have to take my vehicle for repairs at a particular garage?
    No, it is entirely up to you where to take your vehicle for repairs as long as the repairer is approved by the Malta Competition and Consumer Affairs Authority. We will guide you on this when you are making your claim. Atlas provides you with the added service of surveying your vehicle at our Ta’ Xbiex Head Office if the damage is minimal.

    Should you have no idea of where to take your vehicle for repairs, please do call us on 23 43 53 63 and ask for us in the motor claims department and we will be pleased to assist you.
    Do I have to order the parts myself?
    No, once you have made your claim with us, we will handle the ordering of car parts. Once parts are delivered to your repairer, he will contact you to fix an appointment for your repairs. It is advisable that you check up with your repairer ever so often to see if parts have been received so that you may commence repairs.

    In the case of commercial vehicles, parts are dealt with by the owner.
    Will I get a replacement vehicle while my vehicle is undergoing repairs?
    If the accident is not your fault, the insurance company of the person causing the accident will pay for the car hire expenses while your vehicle is being repaired. Should the accident be your fault, you will be entitled to €100 car hire if you are comprehensively (private cars) insured with 65% No Claim Discount or any higher car hire limits that you might have chosen with your insurance policy. The number of days for car hire will normally be for period necessary for repairs to be carried out. If we are paying for car hire under a private comprehensive policy, we will extend this period to include the time awaiting parts if the car cannot be safely driven, always up to the policy limit applicable.

    How long will it take to settle my claim?
  • The length of time to repair the car will be agreed by the repairer and surveyor. This does not include the length of time waiting for parts.
  • Invoices will be paid directly by Atlas in most cases (except for commercial vehicles due to the VAT element).
  • We will always keep our clients updated with the progress of their claim and we will also assist them in communicating with the third party’s insurance company.


  • Should you want an update on the progress of your claim, please feel free to phone us in the motor claims department on 23 43 53 63. We advise you to ask for the person who is handling your claim, however, if he or she is not available, all the other claim handlers will be able to assist you.
    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 have wide authority to settle problems and will do everything they can to help. This should be your first point of contact. For further information please refer to our complaints procedure.
    Should I include VAT when calculating the sum insured or submitting a claim?
    If you can reclaim VAT, the sums insured and claims should exclude the VAT amount, since you can reclaim it from the VAT department. If, on the other hand, you can’t reclaim VAT, the sums insured and claim settlements should include the tax element involved.
    What is an excess and why do I have to pay it in the case of a claim?
    The excess is a monetary amount agreed upon prior to start of insurance cover which will be deducted from the final amount of your claim.

    The excess is applied in order to reduce the administration costs involved with handling small claims thus helping keep insurance premium costs affordable to the advantage of the customer.
    What can I insure my property against?
    Once the decision has been made as to what assets need to be insured and their sum insured has been established, you need to decide what risk(s) those assets are to be insured against. We offer the following options:
  • Fire and the full range of perils;
  • Fire and full range of perils plus accidental damage;
  • All risks
  • What are ‘perils’?
    In insurance, when we talk about cover for ‘perils’ or ‘special perils’, we mean insurance for damages by:
  • Fire
  • Lightning
  • Explosion
  • Aircraft and other aerial devices and/or articles dropped from them,
  • Rioting, Strikers or Locked-Out Workers
  • Malicious Persons
  • Earthquake and Volcanic Eruption including Fire, Flood or overflow of the sea
  • Storm or Tempest
  • Floods
  • Impact by vehicles or animals
  • Very often, when people refer to ‘Acts of God’, they are referring to the perils which are covered under most policies. See your policy wording for full details.
    If I opt for ‘all risks’ cover does this mean that I’m covered for everything?
    No. All insurance policies, including the ones that are called “All Risks”, are subject to exclusions and/or exceptions. Exclusions are risks that:
  • the insurer does not wish to insure at all;
  • are generally insured under more specific policies, e.g. money is typically insured under a money policy and computers under an electronic equipment policy;
  • the insurer may be prepared to insure following further investigation and at an additional premium.
  • I’m considering Employers’ Liability insurance. Does it only cover full-time employees?
    The main intent of the Employers’ Liability cover is to insure the employer against the legal liability they have to their full-time employees and in certain cases also extends to cover temporary or part-time employees, students and trainees on any work experience programme agreement all of whom are under a contract (written or otherwise) of service or apprenticeship with the employer. Only staff who have been registered with the relevant authorities are covered by Employers’ Liability insurance.
    What is the purpose of a proposal form?
    The proposal form is an application form which is the initial step in the process of negotiation between a client and an insurer. What is important to know is that the proposal forms the basis of the contract between the two parties.

    The main function of a commercial proposal form is to record the information that is necessary for the insurer to assess the nature of the risk being proposed and includes questions related to general particulars of the client or business and other questions which are specific to the insurance policies being requested.
    What is a warranty? Is it important to abide by it?
    A warranty is a term of major importance to your insurance. A warranty is a condition that a certain state of affairs will, or will not, continue, or that something shall, or shall not be done, throughout the duration of the insurance. The insured is responsible for the implementation of these warranties and/or conditions.

    Any non-compliance with warranties or conditions may result in claims not being paid.
    What is Average?
    In insurance terminology ‘average' has a specific meaning. Average means that if, at the time of the loss, the sum insured on the policy is less than the actual value of the property insured, the insured will be responsible for the difference and bear a rateable share of the loss, e.g. if the rebuilding value of the premises insured is €100,000 and the sum insured reads €50,000, should a loss of €10,000 occur, the insured will be entitled to €5,000 (less any policy excess).

    We therefore remind you to insure your property on the correct and current values and to review these values periodically, usually only once a year. However, if there are significant changes in your property (for instances renovations, or increased stock amounts), we recommend that you contact us so that we can update your policy with immediate effect, so that you always keep the true value of your property insured.
    When insuring stock, what do I need to cater for exactly?
    When insuring stock, you should usually include: raw materials, work in progress, finished goods ready for sale belonging to you and/or held by you on behalf of others (such as clients and/or suppliers) or any goods for which you’re responsible.

    Furthermore, the sum insured will be based on the replacement cost of the stock excluding any element of profit which would be included in the retail price of the goods.
    On what sum insured do I need to insure my property?
    Having decided on the assets that need to be insured, you must now decide on the sum insured to be allocated to those assets. In respect of buildings, tenant’s improvements, fixed glass, machinery, plant and all other contents, and computers the following two main methods exist:

  • Traditionally, property insurance policies have been arranged on an ‘indemnity basis’, meaning that sums insured were based on the second-hand value of the property. This figure is usually arrived at by deciding on the cost of reinstating the property in modern materials and reducing that amount for wear and tear depending on age and usage of the property.

  • Alternatively, ‘reinstatement basis’ can be used wherein the sum insured should be that needed to put the property back to what it was prior to the damage, but without making it better or more extensive than before. An allowance must be made for likely inflationary increases during the rebuilding period, local authority requirements, professional fees and removal of debris costs.
  • 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 have wide 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 to the complaints procedure. These documents guide you through our commitment to deal with your concerns promptly and fairly.
    What Health and Safety obligations do I hold towards my employees and/or third parties (such as clients and/or customers) visiting my premises?
    You need to acquaint yourself with the current Health and Safety legislation which deal with matters, amongst others, such as risk assessments, fire alarm installation, fire drills and evacuation, fire exits and signage, firefighting equipment and training, personal protective equipment, use of guards on machinery, first aid kits and first aid training. A good source of information (including legislation) is the Maltese Occupational Health & Safety Authority website http://ohsa.org.mt/home/legal/ohsauthorityactxxviiof2000.aspx.
    I have been asked to install fire extinguishers but I’m confused as to the type to use and how many to buy. How can I get help?
    Many asset protection insurance policies require the insured to install fire extinguishing appliances. This is not only an insurance requirement but also good practice. Apart from selling such appliances a number of local fire safety and security companies provide assistance as to the type and quantities to be purchased according to your business’s safety requirements. Basic preliminary information can easily be found online before you speak to a security company, but don’t base your fire safety on an unreliable source and do make sure you ensure a professional sets up any safety system you require.
    What is 24/7 HomeHelp?
    When you purchase an Atlas HomePlan policy, you are automatically covered for our 24/7 HomeHelp in the event of an emergency where you and/or your family are exposed to a health risk or an event which might potentially cause loss or damage to your home. This emergency assistance is mainly available for sudden plumbing problems, failure of electricity in all or the greater part of your home, loss of the only key to your home and broken or damage windows, all of which could be a potential risk.
    Should I authorise repairs prior to getting Atlas' consent?
    Preferably you should ask for a quotation and wait for our approval prior to authorising repairs. However, we do appreciate that under abnormal circumstances a quick decision has to be taken. In this respect, provided you are covered for the damages incurred, you should not find any difficulty being reimbursed. In this case it is important that the damaged items are kept and the amount being claimed is reasonable
    Should I keep damaged items?
    Yes, damaged items should be kept until we advise you to dispose of them.
    What do I do if I want to make a claim?
    Please refer to the home claims procedure in our Help and Support section or go to the main menu, select ‘Manage my insurance’ and choose the home option.

    In the unfortunate event of a burglary or a large loss due to malicious acts, you must notify the police immediately. Should you have a fire, you must phone the Fire Department (112) immediately. Following this or for any other claim, please notify our Personal Insurance Claims Department on 2343 5381 and we will guide you accordingly. You may also refer to www.atlas.com.mt.
    Do I pay an excess if I make a claim?
    Yes, you will pay the first €50 of most claims. See the policy document for full details.
    Would you have a list of home security suppliers?
    Yes, we have a list of home security suppliers. For more information you can call us on 2343 5381.
    Who can value my antiques, paintings, silverware and jewellery?
    Your antiques and paintings can be valued at a local auction house or antique dealer and your silverware and jewellery can be valued at any certified jeweller in Malta. We can also guide you on how to go about getting your property valued.
    What does buildings insurance cover?
    Buildings insurance covers the structure of your home including its outbuildings, boundary walls and pools along with any permanent fixtures and fittings like bathrooms, doors, kitchen units and solar/pv panels. It covers the cost of repairing or re-building your home if it’s damaged by flood, fire or any of the other risks covered by the policy. Buildings insurance also includes free public liability as the property owner.
    What does contents insurance cover?
    Contents insurance covers any of your possessions while they are in your home including large items like furniture, soft furnishings, home entertainment equipment as well as your personal belongings, valuables and money. The Atlas Homeplan Policy replaces or pays for lost or damaged items in your home on a new for old basis (except for clothing and household linen, where a cash sum is paid with a deduction for wear and tear). Cover automatically includes personal liability to the public and to domestic employees.
    What is the difference between my buildings and my contents?
    Everything you would take with you if you were to move house would be classified as contents, while the rest of the structure plus all finishing works, fixtures and fittings (including fitted kitchens) would be classified as part of the building. For further information relating to the items covered under our building/contents cover, please refer to our policy document.
    How much should I insure my home for?
    We leave these values entirely up to you and we do not need to assess these ourselves.

  • Buildings: The sum insured you choose must be enough to cover the cost of rebuilding your home including fixtures, fittings, interior decorations, boundary walls and the like (the market value of the land on which your house is built should not be included). You should also add on an extra amount to cover demolition costs, architects and surveyor’s fees.
  • Contents: You need to consider all the possessions within your home, and how much it would cost to replace them with new ones today, except for clothing and linen which will be subject to deductions for wear and tear. Use our valuation guide to help you to come up with an overall amount.

  • Should you require assistance, you can download our value guide.
    Can I insure my home and its contents for accidental damage?
    We will automatically provide a basic level of accidental cover for both your buildings and contents insurance as follows:

  • Buildings Insurance: our standard cover includes accidental damage to underground pipes and cables, fixed glass, and sanitary fixtures and fittings (e.g. baths, shower trays, sinks etc.). By choosing our extra accidental damage for buildings option you can extend this cover to include accidental damage to the rest of your buildings provided that the Building is not over 25 years old.
  • Contents Insurance: Our standard cover includes accidental damage to your radios, television sets (including digital set top boxes and satellite receivers) and computers, games, recording and audio equipment, mirrors and fixed glass. Your cover can be increased if you take out the Extra Accidental Damage cover. This extends the basic accidental damage to include cover for most contents and soft furnishings, like curtains and sofas for breakage and spillage e.g. if you spill a glass of red wine on your carpet you will be covered.
  • What does ‘new for old’ mean?
    New for old means that we will replace the item(s) you are claiming for with new ones of the same make & specification. The only exception is clothing and household linen.
    What are valuables?
    Valuables are
  • Coin, stamp and medal collections
  • Paintings, pictures and other works of art
  • Articles of gold, silver and other precious metals
  • Jewellery, watches and furs

  • The Homeplan policy automatically covers the valuables in your home up to one-third of the total contents value. If your valuables make up more than one-third of the value of your contents you need to inform us. Valuations for individual items would only be required if they cost €3,500 or over.
    Can I cover certain items outside my home?
    Yes, we can insure certain items (referred to as personal belongings) such as jewellery, watches, cameras and similar items away from your home. Such cover will automatically insure them for up to 15 days while you are travelling in Europe. Worldwide cover is also available. Valuations on such items exceeding €750 would be required for record purposes. Please feel free to ask us for more details. Extra premium would be charged on this type of insurance.
    Are my credit cards covered?
    Yes, we will cover you for any liability following loss of credit cards anywhere in the world for up to €2,500.
    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 have wide authority to settle problems and will do everything they can to help. This should be your first point of contact. For further information please refer to our complaints procedure.
    What do I need to be aware of?
  • Your home must be in Malta or Gozo and be used purely for residential purposes
  • You need to tell us if you rent out your property or if you use it for commercial business - we can offer you cover but policy conditions might be different
  • We need to know if there is history of flooding involving your home or if there have been any previous claims
  • We also need to know if your home is left unoccupied for more than 90 consecutive days in the year
  • What are the main items not covered?
  • Any losses due to fluctuation of the electrical supply/ power surges, faulty design, materials and workmanship, deterioration, wear and tear, vermin, rot, climatic or atmospheric conditions or gradually operating causes
  • Any loss that occurred before the insurance commenced
  • Cleaning, maintenance, repairs, setting up or dismantling
  • Depreciation in value following any loss and/or repairs

  • For complete policy exclusions, please do ask us or refer to the policy document.
    Do I need a nautical licence to insure a boat?
    You do not require to be in possession of a Nautical Licence if your boat has an engine below 30HP. However, if your craft is equipped with 30HP engines or more, then you should not drive the craft without having first obtained your nautical licence. Our policies insure persons that have the relevant qualifications according to Law so you would need to obtain the Nautical Licence to be in line with the policy conditions.
    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 have wide authority to settle problems and will do everything they can to help. This should be your first point of contact. For further information please refer to our complaints procedure.
    What should I do if I want to claim? And what documents are required?
    Please refer to the boat claims procedure in our Help and Support section or go to the main menu, select ‘Manage my insurance’ and choose the boat option.
    What documents do I need to carry on board the boat?
    You should keep copies of your current insurance document, your vessel’s current registration document and your valid nautical licence (if required) in a waterproof document wallet.
    Are my family covered if they get injured on board the craft?
    The Personal Accident Section of the Atlas Plain Sailing policy provides benefits noted in the policy in respect of bodily injury sustained by passengers while on board of the craft.

    Both Plain Sailing and Latitude policies protect you should you be legally liable for injuries which passengers – including family members - sustain while on board.
    Should I decide to sell the boat, can I cancel the insurance policy?
    Yes. You may cancel the insurance at any time and may even be eligible for a partial return premium if the craft is being sold and no claims have been lodged. In case of S-registered craft, we would require sight of an insurance document and Certificate/Schedule on the new owner for the remaining period of insurance or the Transport Malta transfer of ownership document.
    Do I pay the insurance first or the registration?
    For S-registered boats, the renewed insurance document needs to be presented to Transport Malta to enable them to renew your registration. Other registries such as the Malta Fisheries (MFA/MFB/MFC) and Merchant Shipping (Valletta registrations) do not require sight of the insurance document.
    Is it a legal requirement for me to insure my boat?
    However, the law obliges all crafts with engines delivering more than 9.9 HP to be insured for at least third party risks.
    Should I keep damaged items?
    Yes, damaged items should always be kept until we advise you to dispose of them.
    How and when should I lodge in a claim? When should I inform the Police Authorities?
    In the event of loss, theft or malicious damage to your property, you must inform the Police within 24 hours of discovery and then notify our Claims Department on Telephone Number 23435375 and you will be guided accordingly.
    What is health insurance?
    Many people confuse life and health insurance. Health insurance covers you for costs which you may incur which are related to medical expenses, from a simple visit to your family doctor for a cold, to specialist visits, diagnostic tests, hospital stays and complex operations.

    On the other hand, life insurance is a benefit policy which would pay an amount to the heirs following death of the insured.
    What is the difference between the health plans Atlas offers?
    We offer three main plan groupings with the clinic plan offering limited cover in clinics and hospitals, the hospital plan offering full refund on most benefits in Malta and the international plan offering full refund on most benefits internationally with limited cover for non elective treatment in the USA. Our international plan uniquely covers treatment in Canada. Each of these plans can be bought with or without out-patient cover. The Private Hospital Value Plus benefits offer a cost effective private hospital plan with some outpatient benefits. Members also get access to Health at Hand and various 24/7 emergency services.
    What are the benefits of taking out a private health insurance policy?
    A private health policy will cover medical treatment which you pay for privately, rather than using state health facilities (such as polyclinics and hospitals). Private medical insurance covers the costs of private medical treatment for what is commonly known as an acute condition (a disease, illness or injury that is likely to respond quickly to treatment). In general, it will not cover the treatment of long-term and incurable illnesses. As a private patient you can:
  • avoid waiting lists, cutting down on the time it takes you to get better
  • choose where to receive treatment and who provides the treatment
  • benefit from being treated in private hospital facilities, with a private room
  • Get the best treatment you need, irrespective of whether it is provided in the public sector
  • Do you cover pre-existing conditions?
    Health insurance is there for what is unexpected and unknown, therefore any existing health condition will usually be excluded. When you decide to take out a health policy, you'll be asked to fill in an application form which includes questions regarding your current and past health. If necessary, we may seek further medical information from hospitals or doctors who have treated you.

    Any disease, illness or injury (whether or not diagnosed) for which you have received medication, advice or treatment, or for which you have experienced symptoms before taking out your policy will be excluded from your insurance cover along with any related conditions unless we agree to accept it. Some existing conditions may become insurable after a waiting period set by us, provided the condition does not reoccur during this period, and you must not receive treatment for this condition during this period.
    What does being fully medically underwritten mean?
    Your answers to the 'medical history declaration' section in the application form will help us to understand your medical history (and that of any family member you may wish to include in your policy).

    It is important that you consider the questions carefully, (for each person to be covered), and answer them in full. We will review your details and decide the basis on which we can accept you for cover. If necessary, we will ask your medical practitioners or hospitals to help us compile the necessary information.

    If you have a pre-existing condition that is likely to need treatment in the future, this is usually excluded from cover along with any conditions related to it. We will show any exclusions on the membership statement you receive from us when we have processed your application. (The same process will also apply for any members of your family included in your application.)

    Of course, any unexpected acute medical conditions arising after the start of your policy will be covered immediately subject to the policy terms and conditions. It is your responsibility to ensure that you provide full and accurate information in answer to the medical history declaration. Failure to do so may mean that we cannot honour a claim or even that your policy is invalidated. If you are in any doubt whether we would want to know about a particular fact, please contact us for assistance.
    What does moratorium policy or moratorium underwriting mean?
    There is no need to disclose medical history on your application as is usually required on most insurance policies. Instead, we automatically exclude pre-existing medical conditions which you have:
  • received treatment or medication for (including diet) or
  • sought medical advice or
  • become aware of or might reasonably have become aware of any signs or symptoms during the five years immediately before the start of your cover. We may need to ask for additional medical information when you make a claim.

  • Once you have been a member for two consecutive years, you may be able to claim for treatment of pre-existing conditions as long as you have had a period of two consecutive years with no treatment or symptoms for that condition since you became a member. There are some medical conditions, called chronic conditions, that continue or keep recurring that you may never be able to claim for, since you will never have a two year symptom or treatment free period. There are some conditions, namely diabetes, raised blood pressure, prostrate troubles and bowel trouble where certain specified related conditions will be excluded. At the moment, health policies bought online through our website are all moratorium policies. All other policies are available to purchase through any offline traditional methods.
    I had a knee operation last year, will I be covered for any further treatment to it after my policy starts?
    In most cases, the application of any exclusion will make future claims for treatment to this particular knee ineligible for benefit. If further information is provided regarding the detail of the knee operation or a specific diagnosis is made, the exclusion may be made more specific. Sometimes the exclusion may also be reviewable after a period of time following the start of the policy.
    I suspect I may have a medical condition but have not seen a doctor about it before my cover starts. Will I be insured if I need to have any tests for the condition once my policy has started?
    You would be expected to disclose details of the symptoms, e.g. the fact you have been suffering from headaches, on the medical history declaration. Exclusions would be applied to the symptom (and any related medical condition). Further information from your doctors may be required and a more specific exclusion could be applied if this information is made available.
    What happens if I wish to reconsider my application?
    You can do so within 15 days from the date of acceptance of cover and receipt of your policy documents. We will cancel your policy and any money paid will be refunded as long as you haven’t made a claim.
    Will my premium keep increasing from year to year?
    Premiums for health insurance may rise because of medical inflation and because as you get older, you are more likely to need and receive medical treatment. Premiums are charged according to the age band you fall into and will differ for each band.
    Will I need to take a medical test before taking out a health insurance policy?
    No, however you will be asked to complete a medical history declaration on the application form and if necessary, we may ask your doctor or hospitals to provide us with further information.
    Are there any ways of reducing premiums?
    Our range of plans are designed to suit your requirements. If your main concern is in-patient treatment, then you could opt for a Value Option which covers in-patient and daycare treatment but does not provide out-patient benefits. Choosing a different method of payment may also mean that you could benefit from a discount on your annual premium.
    What should I do if I want to claim?
    Please refer to the health claims procedure.
    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 have wide authority to settle problems and will do everything they can to help. This should be your first point of contact. For further information please refer to our complaints procedure.
    Am I covered immediately?
    Once we have processed your application form and premium, we will send confirmation of cover together with your membership statement and a handbook giving full information in plain language on how to claim.
    Am I covered abroad?
    Atlas Healthcare represents AXA, a global insurance company with a wide network of hospitals worldwide. For a full list of hospitals please refer to the AXA website. If you have the international plan, we can arrange direct settlement with many of these and we even offer cover for non-elective treatment in the USA up to €75,000 per year. Our hospital plan, although designed to cover charges locally, does offer cover in hospitals not forming part of our local hospital network (supporting hospitals) but generally up to limits which we would expect to pay in local hospitals.
    How often can I claim?
    You can claim as many times in a year as you like, although benefit limits may apply.
    How can I be sure that I am covered before I go ahead with treatment?
    Just call our team of claims handlers and tell them about your proposed treatment. For more information see our claims section. We require you to contact our offices when planning the following types of treatment:
  • In-patient or daycare treatment (admittances to hospital even if only for a few hours)
  • Bone density scans or mammograms
  • Psychiatric treatment
  • Home nursing
  • PET, CT and MRI scans
  • Genetic testing
  • We will confirm your level of cover and how it applies to the doctors and hospitals providing the treatment.
    What is not covered by the policy?
    These are the main exclusions in your policy. For a full list please refer to a membership handbook.
  • Routine medical examinations unless you purchase the Preventive Care or Preventive Care Plus extensions where a selection of these tests are available.
  • Treatment for the routine management of recurrent, continuing or long-term medical conditions. Unforeseen complications of these conditions would be covered.
  • Medical costs which are not reasonable or are higher than those usually charged.
  • Normal pregnancy and childbirth. Limited cover is available under the international and private hospital plans and a higher optional level of cover is available for groups. Complications of pregnancy or childbirth are covered. No claims are payable if the mother has been on the policy for less than 10 months prior to the expected delivery date of her baby.
  • Optical check-ups and dental treatment, except for specific oral surgical operations unless you buy the Preventive Care or Preventive Care Plus extensions where limited cover would apply, or if you have purchased a Dental corporate product from our unique dental range.
  • Treatment for alcohol and drug abuse
  • Treatment of sexually transmitted diseases
  • Cosmetic surgery (to solely enhance appearance)
  • How much will it cost?
    Do call us on 21 322 600 for a tailor made quote or contact your intermediary or broker. A quote can also be obtained on our website and a unique Value Plus product or the clinic plans may be directly purchased online.
    Are discounts available?
    Yes, we offer discounts for annual payment by direct debit through a Malta bank. Kindly contact us for details.
    What about easy payment options?
    Yes, these are also available. Half yearly, quarterly or monthly instalment payment options are available when paying by direct debit.
    What about groups?
    Yes, we offer group discounts and many benefits for groups including tailor made plans for larger groups and a unique group secretary’s portal which makes administering group business so much easier.
    When does my insurance cover start?
    Your cover starts once the policy is issued or 12 months prior to the start of the trip whichever is the later. This normally follows application, acceptance of application and payment of premium. Once cover starts you will be protected against some of the problems that may cause you to cancel a pre-booked holiday.
    What do I do if I have a medical emergency during my trip?
    Atlas has a 24 hour worldwide international medical rescue emergency service with Global Response. In the event of an illness or injury which requires you to go into hospital as an in-patient, please phone on +44 292 066 2438. You must always inform them that you are insured with Atlas Insurance PCC Limited in Malta and quote your Travel Policy Number. You must also notify our office in Malta of such claims on +356 2343 5381 or by email on insure@atlas.com.mt
    If I buy a policy online, how do I know that the Policy went through OK?
    You will be sent an email to the email address you provided and in it you will be supplied with a Policy Reference Number (which is also quoted at the time your payment goes through during the purchase process) and if you like you can print out the policy schedule & document after payment has been effected, or save them electronically.
    I am going abroad on business, am I covered?
    The policy covers non-manual work in connection with a profession, business or trade, but any manual work carried out during a business trip is not covered.
    Is my laptop covered under my travel insurance?
    Laptops are considered as valuables and they are covered up to the article limit of €750 (or €300 with Budget Cover Option) that applies on Travel policies.
    Am I covered for skiing or similar sports?
    You are not automatically covered for winter sports under our Travelpak Policy, however, there is a ‘Slalom Extension’ option available, which will cover you while skiing and for which you will have to pay an additional premium. Not all forms of winter sports are covered, though. See our Summary of Cover for more details.
    Is there a limit to the length of my holiday cover?
    Yes, the Travelpak cover limit for a single trip is 6 months duration. See also “When does my insurance cover start?”.
    Are one way trips covered?
    No. Travelpak only covers round trips starting and terminating in Malta.
    Can I get a refund on a policy?
    We will refund your premium if you find that the policy doesn't meet your requirements. In this case you have to return the policy booklet and schedule to us within 14 days. Your premium will be refunded in full provided no claim has been made on the policy. Document will, however, not be refunded.
    What about expeditions and extreme sports?
    The Policy will not cover you for boxing, bungee jumping, canoeing at grade 4 or above, caving or cave diving, canyoning, rock climbing or mountaineering requiring the use of guides or ropes, extreme sports of any kind, expeditions, quad-biking, gliding, gymnastics, hang gliding, high diving, horse riding in competitions, hot air ballooning (unless as part of an organised trip with a qualified pilot), hunting, jet skiing, karate, kayaking, martial arts, microlighting, parachuting, paragliding, parapenting, polo, pot holing, rafting, rugby, shark diving, sky diving, sky surfing, trekking in excess of 2,500 metres altitude, tubing, underwater activities requiring the use of artificial breathing apparatus (except scuba diving of less than 15 metres depth if suitably qualified or if supervised by a professional instructor) or wrestling.
    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 have wide authority to settle problems and will do everything they can to help. This should be your first point of contact. For further information please refer to our complaints procedure.
    Will my pet be covered abroad?
    If you purchase the Premier plan, your pet will be insured for treatment in European Union member states if your pet is fit to travel. You may also take your pet abroad with you on holiday for a maximum period of 90 days per annum.
    Will my pet be covered immediately?
    Once we have processed your application form and you have paid your premium, we will send you your Pet Insurance certificate and policy wording giving full information on how to claim. You will be able to claim 14 days after the start date of the policy.
    Will my pet be covered for any existing illnesses or medical conditions?
    In the majority of cases, your dog or cat will not be covered for past medical conditions. However, it is important that you give us full details of any past medical conditions so that we can make a fair decision on cover and advise you of any specific exclusions.
    Will my dog or cat need a medical examination to get pet insurance?
    In most cases this is not necessary. We will, however, require your pet’s details, particularly breed and age so that we can determine whether a medical certificate would be required.
    How often can I claim?
    You can claim as many times in a year as necessary, up to the amount of the policy benefits.
    What do I do if I want to claim?
    Please refer to the pet claims procedure in our Help and Support section or go to the main menu, select ‘Manage my insurance’ and choose the pet option.

    How do I purchase the policy?
    We will need your personal details, a copy of your driving licence and full details of your e-scooter. If you are purchasing accidental damage cover, we would need proof of purchase to quantify the value when purchased. The value will be calculated taking into consideration the approx. new purchase price and a deduction of 10% is made for every year after the first year from purchase. You may contact us on 2343 5381 or on LiveChat and we will guide you accordingly.
    Is the insurance cost very high?
    No, the cost is minimal and you can easily get an online quotation.
    Will my e-scooter be covered if it is stolen?
    If you take up the accidental damage optional cover, you will be covered if your e-scooter is stolen from your home (place of residence) or from the locked luggage boot of a motor vehicle. There is no theft cover while the scooter is left unattended even if it is locked and chained to an immovable object.
    What do I do in the event of an accident involving another vehicle or person?
    You will need to phone up the local traffic wardens in the event of your involvement in an accident with another vehicle. In the event that any person is injured, you would need to call the police. In the event of accidental damage where no other person or vehicle are involved, you would need to report the incident at the nearest police station explaining the circumstances so that a police report may be issued. You may phone us on 2343 5381 and we will guide you should you be unclear on what you need to do.
    Is there a policy excess applicable?
    Yes, there is a standard €100 policy excess applicable for all claims.
    Will my e-Scooter be covered for accidental damage?
    There is an option to purchase accidental damage including fire and theft. The premium payable will be higher to include such damage.
    Will insurance cover damages I cause third parties?
    Yes, the primary cover of our policy is third party liability as required by legislation. The liability limits that apply for all motor vehicles will apply to your registered e-scooter.
    Do I have to register my e-Scooter with Transport Malta?
    Yes, all e-scooters have to be registered and licensed with Transport Malta. A one-time registration fee will be charged (€10). No renewal fee is charged after that but proof of insurance cover is required by Transport Malta every year.
    Where can I use my e-Scooter?
    Our insurance cover stipulates that all Transport Malta regulations are followed. Such regulations state that use is banned from arterial roads, underpasses and tunnels but can be ridden in urban areas and cycle lanes. The maximum speed is 10km/h on promenades and pedestrian areas, and 20 km/h on roads.
    How will I qualify for your iScoot policy?
    You will need to be 21 years or over and you must have been resident in Malta for at least 6 months. You must also be in possession of a standard motor driving licence (Category A, AM or B) or similar categories of your licence is not issued in Malta. Please also note that your e-scooter must be in conformity with the regulations especially the maximum designed speed.
    What documents are required to lodge a claim?
    Immediately after notifying us, fill out the claim form and sign it. This can be filled online, at any of our offices, or by mailing it to us. We will need the following documents:
    1. Motor claim form
    2. Driving Licence
    3. The Incident Report (if applicable)
    4. Photos of the accident
    You may need to pay a policy excess, which we will advise you of when we receive your claim form.
    What are the main exclusions and limitations of the Dental Corporate plans?
  • Treatment prescribed, planned or advised or taking place on or before the start date of the policy
  • Restorative treatment which is diagnosed in your first examination after you take out the policy if you have not had an exam two years prior to taking the policy out.
  • Claims under the Injury or Emergency benefits for treatment required as a result of an incident which took place prior to the start date of the policy
  • Treatments in connection with Dental Injury which commenced more than 6 months from the date of the Injury or completed more than 18 months from the date of the original incident
  • Any treatment relating to damage or injury caused while participating in contact sports (including training).
  • Any treatment not deemed to be clinically necessary
  • Dental implants and all costs associated with the preparation and fitting of such a device
  • Treatment for mouth cancer diagnosed before or within 90 days after you joined or for which tests or consultations began within those 90 days even if the diagnosis is not made until later.
  • Orthodontics
  • Drugs and Dressings except for that provided under emergency dental treatment
  • Will I need a dental check-up to join a Dental Corporate plan?
    No, in the case of Essential and Extensive cover we will however require details of your past dental history on the application form.
    Dental insurance normally covers new dental conditions. Does this mean I won’t be covered for any dental conditions I have had in the past?
    Any dental treatment which was prescribed, planned, diagnosed as necessary or is currently taking place at the start date of your policy will no t be reimbursed.
    Is there any excess payable under the iCycle policy?
    Yes, there is an excess of €50 applicable for each and every loss. In the cases listed below, however, there is an excess as outlined for each and every loss:
    • Theft from outside the home - 20% of the sum insured (with a minimum of €125)
    • Public liability - €125 any one claim for third party property damage, except for use in competitions (Sprint option), in which case the excess is €500 for any one claim.
    • Other use in competitions (Sprint option) - 20% (with a minimum of €250)
    What is evidence of ownership?
    Original sales purchase or receipt or other evidence which clearly demonstrates ownership. The evidence should clearly show date, price paid and details of the bicycle, accessories and approved lock (if you wish cover to be operative while the bicycle is unattended)
    How do I make a claim?
    You may download our claim form from atlas.com.mt, where you will find step by step instructions on how to claim. Alternatively please call us on 2343 5381. Please remember to report any theft or malicious damage to the Police. If anything goes wrong during transit by ferry or air (upshift option), please report such losses to the carriers.
    What does Personal Accident cover me for?
    The policy offers insurance for bodily injury or death following an accident. Please see the policy for more details. The benefits/limits following an accident with your insured bicycle are as follows:

    Line Option
    • Loss of Limb and/or Loss of Sight €7,500 • Permanent Total Disablement €15,000 • Death €15,000

    Upshift Option (improved cover)
    • Loss of Limb and/or Loss of Sight €15,000 • Permanent Total Disablement €30,000 • Death €30,000

    Plus
    • €100 for inpatient hospitalization in excess of 24 hours/up to 30 days • €500 for broken bones • €250 for dental treatment

    These benefits are also applicable to the family members specified under our Family Cover
    Will my bicycle be covered if I leave it unattended?
    Yes it will, provided that the bicycle has been secured to an immovable object with an approved lock.
    Do I have to let you know if I change my bicycle throughout my policy period?
    Yes, we will need to cancel your current policy and a new policy issued on the substitute bicycle. A refund of premium will be given on the cancelled policy and a new premium charged on the new policy.
    Do you insure Professional Cyclists?
    We are unable to provide cover for professional cyclists.
    Is there an age limit on the iCycle policy?
    We cannot cover persons under 16 years of age for Public Liability and Personal Accident Cover applies only to persons aged 16 to 75 years old.
    Do I have to let you know if I am taking my bicycle abroad?
    If you are planning cycling holidays in Europe, you will need to take up the Upshift optional benefit, as this will automatically cover you for any trip in Europe up to 15 days per trip. You do not to inform us before going on a trip and you will also be covered while your bicycle is in transit by ferry or air. Our Line policy only covers the bicycle within the Maltese Islands.
    Do I need to wear a helmet?
    Yes, to get full Personal Accident cover for head injuries, you need to be wearing a helmet at the time of the accident, although it is not necessary for other sections of the policy such as liability or accidental damage.
    What does Public Liability insurance cover me for?
    Any injury or property damage to other people (third parties) which arise from your use or ownership of a bicycle.
    Will I be covered if I use my bicycle for competitive racing?
    Yes, you can be covered but you will need to take up the Sprint option at an additional charge. Higher excesses apply for this cover as well as reduced third party liability of €250,000 which is also limited to €60,000 in respect of liability towards fellow competitors.
    Can I include more than one bicycle on this policy?
    Yes, multiple bicycles can be insured under the iCycle policy and you can take up the Family option to cover different members of your family using the insured bicycles, provided that family members are parents, spouses, partners, sons, daughters or siblings who live permanently with you. If you take up the family option, your family members will also be insured for public liability (liability to others). Please see the cover table opposite regarding age limits on personal accident and public liability.
    Can I insure my bike if it is second hand or more than 3 years old?
    Yes, you should still insure the bike for the new retail (new for old) value. In the event of a claim for loss or theft of the whole bicycle the following deprecation will be applied:

    • Up to 3 years old - no depreciation
    • Over 3 years and up to 5 years old - 25%
    • Over 5 years and up to 7 years old - 35%
    • Over 7 years - 50%

    The age of the bicycle will be determined by the age of the frame based on its date of manufacture.
    What value should I insure my bike for if I bought it on sale or second hand, or it is over 3 years old?
    You should insure your bike for the full retail value should you need to buy a new one. Depreciation will apply. See the FAQ on depreciation for more details.
    How do I value my bicycle if it is made up of different parts and has been customised?
    You need to obtain a value by adding up the overall cost of parts (using original receipts), but it is advisable to discuss such bicycles with us when taking up cover.
    What about any spare wheels in the cost of the bicycle or are they included in accessories?
    Any spare parts or wheels which are not permanently attached to the bicycle cannot be covered; not even as accessories.
    Do you cover bike boxes or bags?
    Yes, we can cover a bike box for theft, loss or damage under the bicycle accessory section. Just choose the best level of cover to suit the value of your bike box and any other accessories you would want to cover. The box/bag will be insured only if the bicycle is being carried in such boxes or bags.
    What do you mean by accessories?
    Accessories are items added and fixed to your bicycle in addition to the manufacturer’s original specifications and not included in the original value of the bicycle. These can include cameras specifically designed for cycling, cycling computers, lights, cycle luggage and panniers, cycle boxes or bags, trailers and passenger carrying trailers. Clothing, backpacks and similar items are not insured under this policy; spare parts or wheels not permanently attached to the bicycle aren’t covered either.
    Can I insure my bike’s accessories?
    Yes, you can. Accessories are covered if they are lost or damaged at the same time as the loss or damage to your bicycle.
    What are the types of insurance available?
    There are 2 levels of cover and 2 optional benefits: •Line: this is the standard insurance cover which is suitable for entry level • Upshift: gives superior cover, especially for those who travel with their bikes. Public liability and personal accident cover have double the limits of the Line level of cover. The optional benefits are: • Sprint cover for those involved in sports and competitions • Family cover for insuring other cyclists in the family
    What does iCycle bicycle insurance cover?
    The Atlas iCycle policy is aimed at non-professional cyclists and covers loss or damage to all types of bicycles; it also includes liability to others and personal accident cover for the bicycle’s rider.
    Does my pet need to be micro-chipped and vaccinated?
    Yes, your pet will definitely need to be properly vaccinated and micro-chipped to be insured.
    How can I be sure that my claim will be paid before I go ahead with my pet’s medical treatment?
    Just call our personal insurance department on 23435293, by email on insure@atlas.co.mt or use AtlasChat and tell us about your pet’s proposed treatment. We require you to contact our offices and preauthorise your pet’s treatment when planning the following:
  • an overnight stay in any clinic or hospital
  • an operation (including any dental procedure) involving the administration of general anaesthetic
  • Why do I need motor insurance?
    It is a requirement by Maltese and European Law to have third party liability cover when driving a motorized vehicle. The standard limits of liability are €1,000,000 for property damage and €5,000,000 for injuries or death to third parties. A motor vehicle cannot be registered for use if there is no insurance cover in place. A Maltese insurance policy will automatically cover liability while driving anywhere within the Maltese Islands and in any EU country.
    What is the difference in cover for Third Party Fire & Theft and Comprehensive?
    Besides the compulsory third party liability cover, third party fire and theft cover includes damage caused to the vehicle following fire, explosion, theft and attempted theft.

    Comprehensive cover also very commonly known as ‘full’, covers all the previous risks plus accidental and malicious damage as well as damages due to storm and floods
    Are there any special benefits on the Atlas motor policies?
    Comprehensive Cover for Private Cars covers your car for accidental and malicious damage, fire, theft, floods and storms together with the following FREE benefits:

  • 24 hour roadside assistance by Atlas RoadAssist (by RMF)
  • Protection of no claim discount on reaching 65%
  • Free GAP cover for new cars in the first year up to 110% of the value
  • Car hire up to €100 following a motor accident (with 65% no claim discount) - now while waiting for parts if the car cannot be safely driven
  • Car Hire up to €250 following fire and theft until you buy a replacement vehicle
  • Very low standard policy excess of €50 (including that for Theft)
  • No additional charge up to 30 days when travelling in the EU (own damage cover)
  • All audio equipment now forms part of the car accessories with no sub-limit
  • Child seat cover up to €125
  • Loss of keys/change of locks up to €500
  • Legal assistance for uninsured losses up to €1,000
  • Accidental damage to glass up to €500 (including windscreens)
  • Personal effects up to €250
  • Personal accident and medical expenses cover to all passengers including the driver
  • Removal of the standard €50 excess is available at a nominal charge

  • Third Party Fire & Theft cover for Private Cars also covers your car for fire and theft together with the following FREE benefits:

  • Protection of no claim discount on reaching 65%
  • Free GAP cover for new cars in the first year up to 110% of the value
  • Car Hire up to €250 following fire and theft until you buy a replacement vehicle
  • Very low standard policy excess of €50 (including that for Theft)
  • No additional charge up to 30 days when travelling in the EU (fire & theft cover)
  • All audio equipment now forms part of the car accessories with no sub-limit
  • Child seat cover up to €125
  • Loss of keys/change of locks up to €500
  • Legal Assistance for uninsured losses up to €1,000
  • Removal of the standard €50 excess is available at a nominal charge

  • Great benefit available at a nominal additional cost 24 hour roadside assistance by Atlas RoadAssist (by RMF) is also available at a reduced cost on:
  • Private cars & motorcycles insured for third party fire & theft and third party only
  • All commercial vehicles up to 3.5 tonnage
  • How is the vehicle value established?
    All motor policies in Malta do not cover vehicles on an agreed value. The policy usually states that the value of the vehicle must be the market value at the time of the loss. #

    The vehicle value usually features in the event of a claim where the vehicle is beyond economical repair and is written-off. The market value is usually the price that the vehicle would fetch in the Maltese market if sold at that time. Please note that all vehicle values decrease every year and the Malta Insurance Association periodically issues a guide on vehicle values. However, this is just a guide and a lot depends on the condition and use of the vehicle. Values also tend to vary from vehicles purchased in Malta to ones bought second hand from the UK.

    Clients are also given the option to have the vehicle privately surveyed. Insurance companies will accept the value on the survey report as long as the surveyor is approved by the Malta Insurance Association.
    If I want to go abroad with my vehicle, what do I do?
    Our private car comprehensive and third party fire and theft covers offer free 30 days cover during the annual policy cover when travelling within the EU. You will not need to notify us as long as you do not exceed the 30 days in an EU country.

    You may download the EU accident report here or alternatively, call us on 2343 5381 and we will send you a copy by post. It is important to notify us if you will be spending more than 30 days outside Malta, as there will be an additional charge. If you wish to travel with your vehicle to a non-EU country, please contact one of our Atlas offices for guidance.

    Should you require Roadside Assistance during your trip, please do contact us on the same telephone number and we will guide you on how to acquire such assistance.
    Will I get a refund of premium if I cancel my policy?
    Clients may cancel their policy once the vehicle has been sold or scrapped as long as a copy of the transferred log book or scrapping note is given to us. Any refund of premium due will depend on how long the policy has been in force and whether any claims have been made. If there was a claim made during the insurance period for which you were at fault, no refund of premium is given.

    If you wish to cancel the policy other than for the reasons mentioned above, you must give us 7 days’ notice and have the vehicle insured elsewhere before cancellation and any return premium will be calculated using Atlas’ short period rates.

    Should Atlas wish to cancel your policy, we will give you 7 days’ notice of cancellation and your refund of premium will be calculated on a pro-rata basis. It is always very important that the original motor certificate of insurance is always returned to Atlas. Should this have been lost or misplaced, we would require an Affidavit from you stating this before we can cancel cover.
    What should I do if I have an accident?
    First of all, stay calm!

    It is very important that should anyone be injured in the accident, please call the Police and an ambulance should there be grave injuries. If the accident is a bumper to bumper, fill in the ‘Front to Rear’ form with the other driver and keep a copy to give to us. The other driver should give the other copy to his insurance company. Once you both agree to fill in the form, please move your vehicles to the side of the road to avoid traffic congestion.

    You may ask us for a ‘Front to Rear’ form if you have not already been given one or if you have used it. Should the accident not be a bumper to bumper, do not move the vehicles and call the Traffic Wardens on 2132 0202. The warden’s report will be automatically sent to the respective insurance companies. In all cases, please do not admit any liability on site. Please do remember to take note of the other party’s name and vehicle registration number.

    Should you find yourself the victim of a hit and run accident, or find your vehicle damaged, do remember to make a report with the police and inform us.

    Contact Atlas within 24 hours of the accident and we will guide you on how to proceed. Should the accident be over a weekend, please contact us on Monday morning.
    What is an Excess?
    An excess is the amount which you are required to pay when you make a claim. Atlas motor policies have a standard excess of €50 – higher excesses could apply and will be listed in your latest policy schedule. This can also be agreed at renewal stage.

    You may increase the standard €50 excess to €100 or €200 for which you will be given a discount in your premium.

    Drivers under the age of 25 normally have higher excesses, ranging from €75 to €500.
    Will I lose my No Claim Discount if I make a claim?
    If the accident is not your fault, you will not lose your No Claim Discount. Please note however that if liability has not been determined yet and your insurance is up for renewal, the NCD will be temporarily lost and the difference is reimbursed once we receive acceptance of liability from the other party.

    For private cars having comprehensive or third party fire & theft cover, if there is one claim within a 12 month cover period, your 6th year 65% No Claim Discount will remain at 65% the following year. This will, however, then be subject to a 2 year step back following a claim during the next year.

    4th year (60%) or 5th year 65% No Claim Discount may be protected at an additional charge. Other policies are subject to step back or loss of No Claim Discount following an accident. Please refer to our full No Claim Discount rules for full details.
    How will I know if I’m at fault or not for an accident?
    For simple claims, the law will give a quick solution such as bumper to bumper accidents where the vehicle hitting the vehicle in front is generally to blame.

    If the accident is more complex and the persons involved cannot agree, this case may be referred to arbitration or to Court. In such cases you will have our guidance throughout the whole process (this applies to comprehensive and third party fire and theft clients). Sometimes each party involved will have part of the blame and payments apportioned accordingly. You have every right not to agree with the way blame has been determined, however, through our long experience in this field, we will guide you on how fault is assigned according to Law and will try to avoid you incurring additional legal expenses.

    One the major benefits of comprehensive cover is that we will deal with everything relating to our claim giving you peace of mind.
    Where do I take my car to be surveyed?
    If damages to your vehicle are minor and it can be safely driven, you can phone us up to make an appointment for it to be surveyed at our office on Ta’ Xbiex Seafront while you open your claim and pay your excess - usually between 08.00 and 09.00.

    If damages to your vehicle are more serious, you may need to take it to a repairer of your choice following registering of your claim with us. The repairer must be included on the approved list by the Malta Competition and Consumer Affairs Authority. Our surveyor will survey your vehicle at your repairer and repairs are agreed. Unfortunately in such cases appointments are not normally set up with surveyor and you will have to leave your vehicle at the repairer between 08:00 and 14:00.

    If your vehicle cannot be structurally repaired or it is too expensive to repair compared to its market value, it can be declared a write off and a cash settlement is negotiated.
    Will I have to take my vehicle for repairs at a particular garage?
    No, it is entirely up to you where to take your vehicle for repairs as long as the repairer is approved by the Malta Competition and Consumer Affairs Authority. We will guide you on this when you are making your claim. Atlas provides you with the added service of surveying your vehicle at our Ta’ Xbiex Head Office if the damage is minimal.

    Should you have no idea of where to take your vehicle for repairs, please do call us on 23 43 53 63 and ask for us in the motor claims department and we will be pleased to assist you.
    Do I have to order the parts myself?
    No, once you have made your claim with us, we will handle the ordering of car parts. Once parts are delivered to your repairer, he will contact you to fix an appointment for your repairs. It is advisable that you check up with your repairer ever so often to see if parts have been received so that you may commence repairs.

    In the case of commercial vehicles, parts are dealt with by the owner.
    Will I get a replacement vehicle while my vehicle is undergoing repairs?
    If the accident is not your fault, the insurance company of the person causing the accident will pay for the car hire expenses while your vehicle is being repaired. Should the accident be your fault, you will be entitled to €100 car hire if you are comprehensively (private cars) insured with 65% No Claim Discount or any higher car hire limits that you might have chosen with your insurance policy. The number of days for car hire will normally be for period necessary for repairs to be carried out. If we are paying for car hire under a private comprehensive policy, we will extend this period to include the time awaiting parts if the car cannot be safely driven, always up to the policy limit applicable.

    How long will it take to settle my claim?
  • The length of time to repair the car will be agreed by the repairer and surveyor. This does not include the length of time waiting for parts.
  • Invoices will be paid directly by Atlas in most cases (except for commercial vehicles due to the VAT element).
  • We will always keep our clients updated with the progress of their claim and we will also assist them in communicating with the third party’s insurance company.


  • Should you want an update on the progress of your claim, please feel free to phone us in the motor claims department on 23 43 53 63. We advise you to ask for the person who is handling your claim, however, if he or she is not available, all the other claim handlers will be able to assist you.
    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 have wide authority to settle problems and will do everything they can to help. This should be your first point of contact. For further information please refer to our complaints procedure.
    Should I include VAT when calculating the sum insured or submitting a claim?
    If you can reclaim VAT, the sums insured and claims should exclude the VAT amount, since you can reclaim it from the VAT department. If, on the other hand, you can’t reclaim VAT, the sums insured and claim settlements should include the tax element involved.
    What is an excess and why do I have to pay it in the case of a claim?
    The excess is a monetary amount agreed upon prior to start of insurance cover which will be deducted from the final amount of your claim.

    The excess is applied in order to reduce the administration costs involved with handling small claims thus helping keep insurance premium costs affordable to the advantage of the customer.
    What can I insure my property against?
    Once the decision has been made as to what assets need to be insured and their sum insured has been established, you need to decide what risk(s) those assets are to be insured against. We offer the following options:
  • Fire and the full range of perils;
  • Fire and full range of perils plus accidental damage;
  • All risks
  • What are ‘perils’?
    In insurance, when we talk about cover for ‘perils’ or ‘special perils’, we mean insurance for damages by:
  • Fire
  • Lightning
  • Explosion
  • Aircraft and other aerial devices and/or articles dropped from them,
  • Rioting, Strikers or Locked-Out Workers
  • Malicious Persons
  • Earthquake and Volcanic Eruption including Fire, Flood or overflow of the sea
  • Storm or Tempest
  • Floods
  • Impact by vehicles or animals
  • Very often, when people refer to ‘Acts of God’, they are referring to the perils which are covered under most policies. See your policy wording for full details.
    If I opt for ‘all risks’ cover does this mean that I’m covered for everything?
    No. All insurance policies, including the ones that are called “All Risks”, are subject to exclusions and/or exceptions. Exclusions are risks that:
  • the insurer does not wish to insure at all;
  • are generally insured under more specific policies, e.g. money is typically insured under a money policy and computers under an electronic equipment policy;
  • the insurer may be prepared to insure following further investigation and at an additional premium.
  • I’m considering Employers’ Liability insurance. Does it only cover full-time employees?
    The main intent of the Employers’ Liability cover is to insure the employer against the legal liability they have to their full-time employees and in certain cases also extends to cover temporary or part-time employees, students and trainees on any work experience programme agreement all of whom are under a contract (written or otherwise) of service or apprenticeship with the employer. Only staff who have been registered with the relevant authorities are covered by Employers’ Liability insurance.
    What is the purpose of a proposal form?
    The proposal form is an application form which is the initial step in the process of negotiation between a client and an insurer. What is important to know is that the proposal forms the basis of the contract between the two parties.

    The main function of a commercial proposal form is to record the information that is necessary for the insurer to assess the nature of the risk being proposed and includes questions related to general particulars of the client or business and other questions which are specific to the insurance policies being requested.
    What is a warranty? Is it important to abide by it?
    A warranty is a term of major importance to your insurance. A warranty is a condition that a certain state of affairs will, or will not, continue, or that something shall, or shall not be done, throughout the duration of the insurance. The insured is responsible for the implementation of these warranties and/or conditions.

    Any non-compliance with warranties or conditions may result in claims not being paid.
    What is Average?
    In insurance terminology ‘average' has a specific meaning. Average means that if, at the time of the loss, the sum insured on the policy is less than the actual value of the property insured, the insured will be responsible for the difference and bear a rateable share of the loss, e.g. if the rebuilding value of the premises insured is €100,000 and the sum insured reads €50,000, should a loss of €10,000 occur, the insured will be entitled to €5,000 (less any policy excess).

    We therefore remind you to insure your property on the correct and current values and to review these values periodically, usually only once a year. However, if there are significant changes in your property (for instances renovations, or increased stock amounts), we recommend that you contact us so that we can update your policy with immediate effect, so that you always keep the true value of your property insured.
    When insuring stock, what do I need to cater for exactly?
    When insuring stock, you should usually include: raw materials, work in progress, finished goods ready for sale belonging to you and/or held by you on behalf of others (such as clients and/or suppliers) or any goods for which you’re responsible.

    Furthermore, the sum insured will be based on the replacement cost of the stock excluding any element of profit which would be included in the retail price of the goods.
    On what sum insured do I need to insure my property?
    Having decided on the assets that need to be insured, you must now decide on the sum insured to be allocated to those assets. In respect of buildings, tenant’s improvements, fixed glass, machinery, plant and all other contents, and computers the following two main methods exist:

  • Traditionally, property insurance policies have been arranged on an ‘indemnity basis’, meaning that sums insured were based on the second-hand value of the property. This figure is usually arrived at by deciding on the cost of reinstating the property in modern materials and reducing that amount for wear and tear depending on age and usage of the property.

  • Alternatively, ‘reinstatement basis’ can be used wherein the sum insured should be that needed to put the property back to what it was prior to the damage, but without making it better or more extensive than before. An allowance must be made for likely inflationary increases during the rebuilding period, local authority requirements, professional fees and removal of debris costs.
  • 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 have wide 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 to the complaints procedure. These documents guide you through our commitment to deal with your concerns promptly and fairly.
    What Health and Safety obligations do I hold towards my employees and/or third parties (such as clients and/or customers) visiting my premises?
    You need to acquaint yourself with the current Health and Safety legislation which deal with matters, amongst others, such as risk assessments, fire alarm installation, fire drills and evacuation, fire exits and signage, firefighting equipment and training, personal protective equipment, use of guards on machinery, first aid kits and first aid training. A good source of information (including legislation) is the Maltese Occupational Health & Safety Authority website http://ohsa.org.mt/home/legal/ohsauthorityactxxviiof2000.aspx.
    I have been asked to install fire extinguishers but I’m confused as to the type to use and how many to buy. How can I get help?
    Many asset protection insurance policies require the insured to install fire extinguishing appliances. This is not only an insurance requirement but also good practice. Apart from selling such appliances a number of local fire safety and security companies provide assistance as to the type and quantities to be purchased according to your business’s safety requirements. Basic preliminary information can easily be found online before you speak to a security company, but don’t base your fire safety on an unreliable source and do make sure you ensure a professional sets up any safety system you require.
    What is 24/7 HomeHelp?
    When you purchase an Atlas HomePlan policy, you are automatically covered for our 24/7 HomeHelp in the event of an emergency where you and/or your family are exposed to a health risk or an event which might potentially cause loss or damage to your home. This emergency assistance is mainly available for sudden plumbing problems, failure of electricity in all or the greater part of your home, loss of the only key to your home and broken or damage windows, all of which could be a potential risk.
    Should I authorise repairs prior to getting Atlas' consent?
    Preferably you should ask for a quotation and wait for our approval prior to authorising repairs. However, we do appreciate that under abnormal circumstances a quick decision has to be taken. In this respect, provided you are covered for the damages incurred, you should not find any difficulty being reimbursed. In this case it is important that the damaged items are kept and the amount being claimed is reasonable
    Should I keep damaged items?
    Yes, damaged items should be kept until we advise you to dispose of them.
    What do I do if I want to make a claim?
    Please refer to the home claims procedure in our Help and Support section or go to the main menu, select ‘Manage my insurance’ and choose the home option.

    In the unfortunate event of a burglary or a large loss due to malicious acts, you must notify the police immediately. Should you have a fire, you must phone the Fire Department (112) immediately. Following this or for any other claim, please notify our Personal Insurance Claims Department on 2343 5381 and we will guide you accordingly. You may also refer to www.atlas.com.mt.
    Do I pay an excess if I make a claim?
    Yes, you will pay the first €50 of most claims. See the policy document for full details.
    Would you have a list of home security suppliers?
    Yes, we have a list of home security suppliers. For more information you can call us on 2343 5381.
    Who can value my antiques, paintings, silverware and jewellery?
    Your antiques and paintings can be valued at a local auction house or antique dealer and your silverware and jewellery can be valued at any certified jeweller in Malta. We can also guide you on how to go about getting your property valued.
    What does buildings insurance cover?
    Buildings insurance covers the structure of your home including its outbuildings, boundary walls and pools along with any permanent fixtures and fittings like bathrooms, doors, kitchen units and solar/pv panels. It covers the cost of repairing or re-building your home if it’s damaged by flood, fire or any of the other risks covered by the policy. Buildings insurance also includes free public liability as the property owner.
    What does contents insurance cover?
    Contents insurance covers any of your possessions while they are in your home including large items like furniture, soft furnishings, home entertainment equipment as well as your personal belongings, valuables and money. The Atlas Homeplan Policy replaces or pays for lost or damaged items in your home on a new for old basis (except for clothing and household linen, where a cash sum is paid with a deduction for wear and tear). Cover automatically includes personal liability to the public and to domestic employees.
    What is the difference between my buildings and my contents?
    Everything you would take with you if you were to move house would be classified as contents, while the rest of the structure plus all finishing works, fixtures and fittings (including fitted kitchens) would be classified as part of the building. For further information relating to the items covered under our building/contents cover, please refer to our policy document.
    How much should I insure my home for?
    We leave these values entirely up to you and we do not need to assess these ourselves.

  • Buildings: The sum insured you choose must be enough to cover the cost of rebuilding your home including fixtures, fittings, interior decorations, boundary walls and the like (the market value of the land on which your house is built should not be included). You should also add on an extra amount to cover demolition costs, architects and surveyor’s fees.
  • Contents: You need to consider all the possessions within your home, and how much it would cost to replace them with new ones today, except for clothing and linen which will be subject to deductions for wear and tear. Use our valuation guide to help you to come up with an overall amount.

  • Should you require assistance, you can download our value guide.
    Can I insure my home and its contents for accidental damage?
    We will automatically provide a basic level of accidental cover for both your buildings and contents insurance as follows:

  • Buildings Insurance: our standard cover includes accidental damage to underground pipes and cables, fixed glass, and sanitary fixtures and fittings (e.g. baths, shower trays, sinks etc.). By choosing our extra accidental damage for buildings option you can extend this cover to include accidental damage to the rest of your buildings provided that the Building is not over 25 years old.
  • Contents Insurance: Our standard cover includes accidental damage to your radios, television sets (including digital set top boxes and satellite receivers) and computers, games, recording and audio equipment, mirrors and fixed glass. Your cover can be increased if you take out the Extra Accidental Damage cover. This extends the basic accidental damage to include cover for most contents and soft furnishings, like curtains and sofas for breakage and spillage e.g. if you spill a glass of red wine on your carpet you will be covered.
  • What does ‘new for old’ mean?
    New for old means that we will replace the item(s) you are claiming for with new ones of the same make & specification. The only exception is clothing and household linen.
    What are valuables?
    Valuables are
  • Coin, stamp and medal collections
  • Paintings, pictures and other works of art
  • Articles of gold, silver and other precious metals
  • Jewellery, watches and furs

  • The Homeplan policy automatically covers the valuables in your home up to one-third of the total contents value. If your valuables make up more than one-third of the value of your contents you need to inform us. Valuations for individual items would only be required if they cost €3,500 or over.
    Can I cover certain items outside my home?
    Yes, we can insure certain items (referred to as personal belongings) such as jewellery, watches, cameras and similar items away from your home. Such cover will automatically insure them for up to 15 days while you are travelling in Europe. Worldwide cover is also available. Valuations on such items exceeding €750 would be required for record purposes. Please feel free to ask us for more details. Extra premium would be charged on this type of insurance.
    Are my credit cards covered?
    Yes, we will cover you for any liability following loss of credit cards anywhere in the world for up to €2,500.
    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 have wide authority to settle problems and will do everything they can to help. This should be your first point of contact. For further information please refer to our complaints procedure.
    What do I need to be aware of?
  • Your home must be in Malta or Gozo and be used purely for residential purposes
  • You need to tell us if you rent out your property or if you use it for commercial business - we can offer you cover but policy conditions might be different
  • We need to know if there is history of flooding involving your home or if there have been any previous claims
  • We also need to know if your home is left unoccupied for more than 90 consecutive days in the year
  • What are the main items not covered?
  • Any losses due to fluctuation of the electrical supply/ power surges, faulty design, materials and workmanship, deterioration, wear and tear, vermin, rot, climatic or atmospheric conditions or gradually operating causes
  • Any loss that occurred before the insurance commenced
  • Cleaning, maintenance, repairs, setting up or dismantling
  • Depreciation in value following any loss and/or repairs

  • For complete policy exclusions, please do ask us or refer to the policy document.
    Do I need a nautical licence to insure a boat?
    You do not require to be in possession of a Nautical Licence if your boat has an engine below 30HP. However, if your craft is equipped with 30HP engines or more, then you should not drive the craft without having first obtained your nautical licence. Our policies insure persons that have the relevant qualifications according to Law so you would need to obtain the Nautical Licence to be in line with the policy conditions.
    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 have wide authority to settle problems and will do everything they can to help. This should be your first point of contact. For further information please refer to our complaints procedure.
    What should I do if I want to claim? And what documents are required?
    Please refer to the boat claims procedure in our Help and Support section or go to the main menu, select ‘Manage my insurance’ and choose the boat option.
    What documents do I need to carry on board the boat?
    You should keep copies of your current insurance document, your vessel’s current registration document and your valid nautical licence (if required) in a waterproof document wallet.
    Are my family covered if they get injured on board the craft?
    The Personal Accident Section of the Atlas Plain Sailing policy provides benefits noted in the policy in respect of bodily injury sustained by passengers while on board of the craft.

    Both Plain Sailing and Latitude policies protect you should you be legally liable for injuries which passengers – including family members - sustain while on board.
    Should I decide to sell the boat, can I cancel the insurance policy?
    Yes. You may cancel the insurance at any time and may even be eligible for a partial return premium if the craft is being sold and no claims have been lodged. In case of S-registered craft, we would require sight of an insurance document and Certificate/Schedule on the new owner for the remaining period of insurance or the Transport Malta transfer of ownership document.
    Do I pay the insurance first or the registration?
    For S-registered boats, the renewed insurance document needs to be presented to Transport Malta to enable them to renew your registration. Other registries such as the Malta Fisheries (MFA/MFB/MFC) and Merchant Shipping (Valletta registrations) do not require sight of the insurance document.
    Is it a legal requirement for me to insure my boat?
    However, the law obliges all crafts with engines delivering more than 9.9 HP to be insured for at least third party risks.
    Should I keep damaged items?
    Yes, damaged items should always be kept until we advise you to dispose of them.
    How and when should I lodge in a claim? When should I inform the Police Authorities?
    In the event of loss, theft or malicious damage to your property, you must inform the Police within 24 hours of discovery and then notify our Claims Department on Telephone Number 23435375 and you will be guided accordingly.
    What is health insurance?
    Many people confuse life and health insurance. Health insurance covers you for costs which you may incur which are related to medical expenses, from a simple visit to your family doctor for a cold, to specialist visits, diagnostic tests, hospital stays and complex operations.

    On the other hand, life insurance is a benefit policy which would pay an amount to the heirs following death of the insured.
    What is the difference between the health plans Atlas offers?
    We offer three main plan groupings with the clinic plan offering limited cover in clinics and hospitals, the hospital plan offering full refund on most benefits in Malta and the international plan offering full refund on most benefits internationally with limited cover for non elective treatment in the USA. Our international plan uniquely covers treatment in Canada. Each of these plans can be bought with or without out-patient cover. The Private Hospital Value Plus benefits offer a cost effective private hospital plan with some outpatient benefits. Members also get access to Health at Hand and various 24/7 emergency services.
    What are the benefits of taking out a private health insurance policy?
    A private health policy will cover medical treatment which you pay for privately, rather than using state health facilities (such as polyclinics and hospitals). Private medical insurance covers the costs of private medical treatment for what is commonly known as an acute condition (a disease, illness or injury that is likely to respond quickly to treatment). In general, it will not cover the treatment of long-term and incurable illnesses. As a private patient you can:
  • avoid waiting lists, cutting down on the time it takes you to get better
  • choose where to receive treatment and who provides the treatment
  • benefit from being treated in private hospital facilities, with a private room
  • Get the best treatment you need, irrespective of whether it is provided in the public sector
  • Do you cover pre-existing conditions?
    Health insurance is there for what is unexpected and unknown, therefore any existing health condition will usually be excluded. When you decide to take out a health policy, you'll be asked to fill in an application form which includes questions regarding your current and past health. If necessary, we may seek further medical information from hospitals or doctors who have treated you.

    Any disease, illness or injury (whether or not diagnosed) for which you have received medication, advice or treatment, or for which you have experienced symptoms before taking out your policy will be excluded from your insurance cover along with any related conditions unless we agree to accept it. Some existing conditions may become insurable after a waiting period set by us, provided the condition does not reoccur during this period, and you must not receive treatment for this condition during this period.
    What does being fully medically underwritten mean?
    Your answers to the 'medical history declaration' section in the application form will help us to understand your medical history (and that of any family member you may wish to include in your policy).

    It is important that you consider the questions carefully, (for each person to be covered), and answer them in full. We will review your details and decide the basis on which we can accept you for cover. If necessary, we will ask your medical practitioners or hospitals to help us compile the necessary information.

    If you have a pre-existing condition that is likely to need treatment in the future, this is usually excluded from cover along with any conditions related to it. We will show any exclusions on the membership statement you receive from us when we have processed your application. (The same process will also apply for any members of your family included in your application.)

    Of course, any unexpected acute medical conditions arising after the start of your policy will be covered immediately subject to the policy terms and conditions. It is your responsibility to ensure that you provide full and accurate information in answer to the medical history declaration. Failure to do so may mean that we cannot honour a claim or even that your policy is invalidated. If you are in any doubt whether we would want to know about a particular fact, please contact us for assistance.
    What does moratorium policy or moratorium underwriting mean?
    There is no need to disclose medical history on your application as is usually required on most insurance policies. Instead, we automatically exclude pre-existing medical conditions which you have:
  • received treatment or medication for (including diet) or
  • sought medical advice or
  • become aware of or might reasonably have become aware of any signs or symptoms during the five years immediately before the start of your cover. We may need to ask for additional medical information when you make a claim.

  • Once you have been a member for two consecutive years, you may be able to claim for treatment of pre-existing conditions as long as you have had a period of two consecutive years with no treatment or symptoms for that condition since you became a member. There are some medical conditions, called chronic conditions, that continue or keep recurring that you may never be able to claim for, since you will never have a two year symptom or treatment free period. There are some conditions, namely diabetes, raised blood pressure, prostrate troubles and bowel trouble where certain specified related conditions will be excluded. At the moment, health policies bought online through our website are all moratorium policies. All other policies are available to purchase through any offline traditional methods.
    I had a knee operation last year, will I be covered for any further treatment to it after my policy starts?
    In most cases, the application of any exclusion will make future claims for treatment to this particular knee ineligible for benefit. If further information is provided regarding the detail of the knee operation or a specific diagnosis is made, the exclusion may be made more specific. Sometimes the exclusion may also be reviewable after a period of time following the start of the policy.
    I suspect I may have a medical condition but have not seen a doctor about it before my cover starts. Will I be insured if I need to have any tests for the condition once my policy has started?
    You would be expected to disclose details of the symptoms, e.g. the fact you have been suffering from headaches, on the medical history declaration. Exclusions would be applied to the symptom (and any related medical condition). Further information from your doctors may be required and a more specific exclusion could be applied if this information is made available.
    What happens if I wish to reconsider my application?
    You can do so within 15 days from the date of acceptance of cover and receipt of your policy documents. We will cancel your policy and any money paid will be refunded as long as you haven’t made a claim.
    Will my premium keep increasing from year to year?
    Premiums for health insurance may rise because of medical inflation and because as you get older, you are more likely to need and receive medical treatment. Premiums are charged according to the age band you fall into and will differ for each band.
    Will I need to take a medical test before taking out a health insurance policy?
    No, however you will be asked to complete a medical history declaration on the application form and if necessary, we may ask your doctor or hospitals to provide us with further information.
    Are there any ways of reducing premiums?
    Our range of plans are designed to suit your requirements. If your main concern is in-patient treatment, then you could opt for a Value Option which covers in-patient and daycare treatment but does not provide out-patient benefits. Choosing a different method of payment may also mean that you could benefit from a discount on your annual premium.
    What should I do if I want to claim?
    Please refer to the health claims procedure.
    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 have wide authority to settle problems and will do everything they can to help. This should be your first point of contact. For further information please refer to our complaints procedure.
    Am I covered immediately?
    Once we have processed your application form and premium, we will send confirmation of cover together with your membership statement and a handbook giving full information in plain language on how to claim.
    Am I covered abroad?
    Atlas Healthcare represents AXA, a global insurance company with a wide network of hospitals worldwide. For a full list of hospitals please refer to the AXA website. If you have the international plan, we can arrange direct settlement with many of these and we even offer cover for non-elective treatment in the USA up to €75,000 per year. Our hospital plan, although designed to cover charges locally, does offer cover in hospitals not forming part of our local hospital network (supporting hospitals) but generally up to limits which we would expect to pay in local hospitals.
    How often can I claim?
    You can claim as many times in a year as you like, although benefit limits may apply.
    How can I be sure that I am covered before I go ahead with treatment?
    Just call our team of claims handlers and tell them about your proposed treatment. For more information see our claims section. We require you to contact our offices when planning the following types of treatment:
  • In-patient or daycare treatment (admittances to hospital even if only for a few hours)
  • Bone density scans or mammograms
  • Psychiatric treatment
  • Home nursing
  • PET, CT and MRI scans
  • Genetic testing
  • We will confirm your level of cover and how it applies to the doctors and hospitals providing the treatment.
    What is not covered by the policy?
    These are the main exclusions in your policy. For a full list please refer to a membership handbook.
  • Routine medical examinations unless you purchase the Preventive Care or Preventive Care Plus extensions where a selection of these tests are available.
  • Treatment for the routine management of recurrent, continuing or long-term medical conditions. Unforeseen complications of these conditions would be covered.
  • Medical costs which are not reasonable or are higher than those usually charged.
  • Normal pregnancy and childbirth. Limited cover is available under the international and private hospital plans and a higher optional level of cover is available for groups. Complications of pregnancy or childbirth are covered. No claims are payable if the mother has been on the policy for less than 10 months prior to the expected delivery date of her baby.
  • Optical check-ups and dental treatment, except for specific oral surgical operations unless you buy the Preventive Care or Preventive Care Plus extensions where limited cover would apply, or if you have purchased a Dental corporate product from our unique dental range.
  • Treatment for alcohol and drug abuse
  • Treatment of sexually transmitted diseases
  • Cosmetic surgery (to solely enhance appearance)
  • How much will it cost?
    Do call us on 21 322 600 for a tailor made quote or contact your intermediary or broker. A quote can also be obtained on our website and a unique Value Plus product or the clinic plans may be directly purchased online.
    Are discounts available?
    Yes, we offer discounts for annual payment by direct debit through a Malta bank. Kindly contact us for details.
    What about easy payment options?
    Yes, these are also available. Half yearly, quarterly or monthly instalment payment options are available when paying by direct debit.
    What about groups?
    Yes, we offer group discounts and many benefits for groups including tailor made plans for larger groups and a unique group secretary’s portal which makes administering group business so much easier.
    When does my insurance cover start?
    Your cover starts once the policy is issued or 12 months prior to the start of the trip whichever is the later. This normally follows application, acceptance of application and payment of premium. Once cover starts you will be protected against some of the problems that may cause you to cancel a pre-booked holiday.
    What do I do if I have a medical emergency during my trip?
    Atlas has a 24 hour worldwide international medical rescue emergency service with Global Response. In the event of an illness or injury which requires you to go into hospital as an in-patient, please phone on +44 292 066 2438. You must always inform them that you are insured with Atlas Insurance PCC Limited in Malta and quote your Travel Policy Number. You must also notify our office in Malta of such claims on +356 2343 5381 or by email on insure@atlas.com.mt
    If I buy a policy online, how do I know that the Policy went through OK?
    You will be sent an email to the email address you provided and in it you will be supplied with a Policy Reference Number (which is also quoted at the time your payment goes through during the purchase process) and if you like you can print out the policy schedule & document after payment has been effected, or save them electronically.
    I am going abroad on business, am I covered?
    The policy covers non-manual work in connection with a profession, business or trade, but any manual work carried out during a business trip is not covered.
    Is my laptop covered under my travel insurance?
    Laptops are considered as valuables and they are covered up to the article limit of €750 (or €300 with Budget Cover Option) that applies on Travel policies.
    Am I covered for skiing or similar sports?
    You are not automatically covered for winter sports under our Travelpak Policy, however, there is a ‘Slalom Extension’ option available, which will cover you while skiing and for which you will have to pay an additional premium. Not all forms of winter sports are covered, though. See our Summary of Cover for more details.
    Is there a limit to the length of my holiday cover?
    Yes, the Travelpak cover limit for a single trip is 6 months duration. See also “When does my insurance cover start?”.
    Are one way trips covered?
    No. Travelpak only covers round trips starting and terminating in Malta.
    Can I get a refund on a policy?
    We will refund your premium if you find that the policy doesn't meet your requirements. In this case you have to return the policy booklet and schedule to us within 14 days. Your premium will be refunded in full provided no claim has been made on the policy. Document will, however, not be refunded.
    What about expeditions and extreme sports?
    The Policy will not cover you for boxing, bungee jumping, canoeing at grade 4 or above, caving or cave diving, canyoning, rock climbing or mountaineering requiring the use of guides or ropes, extreme sports of any kind, expeditions, quad-biking, gliding, gymnastics, hang gliding, high diving, horse riding in competitions, hot air ballooning (unless as part of an organised trip with a qualified pilot), hunting, jet skiing, karate, kayaking, martial arts, microlighting, parachuting, paragliding, parapenting, polo, pot holing, rafting, rugby, shark diving, sky diving, sky surfing, trekking in excess of 2,500 metres altitude, tubing, underwater activities requiring the use of artificial breathing apparatus (except scuba diving of less than 15 metres depth if suitably qualified or if supervised by a professional instructor) or wrestling.
    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 have wide authority to settle problems and will do everything they can to help. This should be your first point of contact. For further information please refer to our complaints procedure.
    Will my pet be covered abroad?
    If you purchase the Premier plan, your pet will be insured for treatment in European Union member states if your pet is fit to travel. You may also take your pet abroad with you on holiday for a maximum period of 90 days per annum.
    Will my pet be covered immediately?
    Once we have processed your application form and you have paid your premium, we will send you your Pet Insurance certificate and policy wording giving full information on how to claim. You will be able to claim 14 days after the start date of the policy.
    Will my pet be covered for any existing illnesses or medical conditions?
    In the majority of cases, your dog or cat will not be covered for past medical conditions. However, it is important that you give us full details of any past medical conditions so that we can make a fair decision on cover and advise you of any specific exclusions.
    Will my dog or cat need a medical examination to get pet insurance?
    In most cases this is not necessary. We will, however, require your pet’s details, particularly breed and age so that we can determine whether a medical certificate would be required.
    How often can I claim?
    You can claim as many times in a year as necessary, up to the amount of the policy benefits.
    What do I do if I want to claim?
    Please refer to the pet claims procedure in our Help and Support section or go to the main menu, select ‘Manage my insurance’ and choose the pet option.

    Hello, my name is Annabelle Cutajar, one of Atlas’ Customer Support Operators.
    If you didn’t find the answer you were looking for you can speak to me or one of my colleagues.

    Our chat is open Monday to Friday: 8:30am to 6:15pm and Saturday: 8:30am – 13:00pm

    Outside these hours, you can leave a chat message or send an email to insure@atlas.com.mt