MSV Life, the leading life insurance company in Malta, recently received an award from the Malta Competition and Consumer Affairs Authority (MCCAA) after participating in a "Service with a Smile" competition.  

Participating companies were assessed on the basis of questionnaires completed by customers of the respective companies as well as the way in which customers' complaints were handled.

Victor Farrugia, Chief Operations Officer at MSV Life, said the company gives high priority to customer service.  It invests heavily in both training of personnel, office environment and also other resources to enable the company provide an exceptional customer experience.  

"We believe that customers deserve and expect top-notch customer service," said Mr Farrugia. "In an effort to serve customers better, we have recently opened two regional offices in Birkirkara and Luqa, and customers now have more options from which to choose their customer contact point, apart from the main customer service centre in Floriana.  

"We also place a great deal of importance on handling the occasional customer complaint efficiently and equitably. In these circumstances, we investigate each case thoroughly, seek to learn from our mistakes and offer compensation to customers if the need arises. Customers' needs change over time and the company is continuously refining its products and methods of customer communication to fit the evolution of customer needs."