Complaint Management Process

We maintain a Customer Service Unit with efficient communication facilities for:

  • Physical one-on-one interactive attention for Walk-in Customer
  • Work hour phone service
  • All day long email and internet service
  • Timely correspondence

Our complaint process is seamless and avails multi-stage level of attention to ensure our customer receives an adequate and timely response.

We shall ensure that Customers complaint are acknowledged, recorded and resolved within 24 hours of receipt of such complaint. The resolution shall be communicated to the issuer in person through:

  • Phone call
  • Email or
  • Letter delivered at complainant’s forwarding address

However, where the complaint is not resolved within the 24 hours due to difficult circumstances, it shall be escalated within the internal authorization structure until a resolution is achieved. Otherwise, the aggrieved customer may be advised on details of the NAICOM COMPLAINT BUREAU for arbitration.

Authorised and Regulated by the National Insurance Commission (RIC 023)