Complaints What we need from you

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You'll need:

• Your name and contact details
• Your policy number
• Your claim number (if applicable)
• A brief description of the problem

You can send your complaint to us via:

• An email to [email protected], or
• A phone call on +27 (0) 11 380 3080 (if you'd prefer to talk to us), or
• A fax to on +27 (0)11 380 3088

We will acknowledge your complaint within 24 hours, and over a period of 10 working days we will:

• Evaluate
• Investigate, and
• Assess

your complaint.

Within 30 working days of us receiving your complaint, you will recieve:

• a final resolution, and
• outcome

to your complaint.

At the end of this process ,a letter will be sent informing you of our decision and the reasons for it.

The letter will also outline our options for internal or external resolution if you are still not satisified.

You can download the disputes policy here.

CONTACT DETAILS FOR OMBUDSMAN

For assistance in the filing of a valid claims complaint, The office of the Ombudsman for Short-Term Insurance may be contacted on the details available on the website:

www.osti.co.za.

We are members of the Ombudsman for Short Term Insurance and abide by the rulings of that office.

If your complaint relates to advice that you have received or any other FAIS related complaint, you may contact the following Ombud:

Ombudsman for Financial Services Providers

E-Mail: [email protected] / [email protected] Website: www.faisombud.co.za