Client Charter

We strive to be an efficient service provider - constantly inspiring confidence in our customers. We listen, understand and recommend products, which best serve your insurance needs.

We are committed to being efficient and effective in handling complaints and enquiries. Our customers can easily contact us through these channels:

We believe our customers are entitled to efficient, honest and fair treatment in their dealings with us, especially if something goes wrong.

We welcome your feedback to improve our services in order to resolve issues expediently. If we have not met your expectations, it is so important for us to understand why, and if we've exceeded your expectations, we will be all too pleased to know.

Our process for handling complaints is based on these principles:

• Acceptance
  We recognize that we may not have met your expectation and will accept all complaints.
• Ownership
  We take responsibility for resolving your complaint. If we ever need to pass it to someone else due to its nature or complexity, we will inform you.
• Collection of Information
  We will confirm all the details of your complaint and clarify if we are unsure.
• Treatment
  We ensure that your complaint is treated fairly.
• Commitment
  We will follow through on what we commit to.
• Timeliness
  We will strive to resolve your complaint immediately, or within 7 days. We will also inform within 3 days if your complaint may take more time to resolve.
• Resolution
  We aim to achieve a mutually acceptable resolution to all complaints.

In order to resolve your complaint, it is important that when you contact us, provide as much of the following information as possible:

• Your Account Information: name, policy number, claim number or account number
• Your Contact Details: mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc.)
• Your Complaint Information: details of the complaint and any supporting evidence (once we receive this information, we will be able to investigate your complaint and work towards a resolution)

If you feel that your complaint has not been resolved fairly, please inform us accordingly and we will provide you with other options for dispute resolution.

All complaints are recorded in a register and a reference number is allocated to each complaint. A complaint file is opened for documentation of records and work done on each case.

In addition, the status and progress of each complaint is kept in the system for easy monitoring, tracking, retrieval and analysis.

1. Walk-In Enquiries/Complaints
• Customers will be handled in a systematic manner and on a first-come first-served basis
• Customers will be served as soon as possible of their arrival
• Full details of the customer and enquiry/complaint will be recorded by our employee
• Enquiries/complaints that requires follow-up, we will brief you on the next steps to be taken by our employee
• If additional time is required to resolve a complaint, we will inform you within 7 days
2. Phone Enquiries/Complaints
• Calls to our agency office will be responded to as soon as possible, with calls placed in queue on a first-call-first-served basis
• Enquiries/complaints that do not require follow-up will be resolved during the first call
• Enquiries that requires follow-up will be resolved within 7 days
• Complaints that require follow-up will be lodged and acknowledged by us on the same day as they are lodged by the customer. We will respond to the customer's complaint within 3 days of receipt of the complaint
• If additional time is required to resolve a complaint, we will inform you within 3 days
3. Written Enquiries/ Complaints
• Enquiries by e-mail will be responded by acknowledgement instantaneously
• Enquiries via letter or fax will be acknowledged to within 3 working days
• Enquiries will be resolved within 3 days
• Complaints via e-mail or fax will be lodged with the agency office
• If additional time is required to resolve a complaint, we will inform you within 3 days

We endeavor to settle justified claims promptly through standardized procedures in claims administration. Our claims process is dependent on the satisfactory production of documents and other necessary requirements by the claimant.

The claims procedures for insurance purchased by Individuals are provided on our website. See our Claim Guidelines.

You can expect a response from us within 10 working days upon submission of the complete requirements for your claim.

Once you have made your submission, you can expect to receive a response from us within 7 days with regards to the status of your claim. Major and complex claims will take a longer period to finalize due to its documentation, review, complexity and detailed investigation requirements. If you are not satisfied with our claims decision, you may submit your appeal in writing to our agency office.

We are committed to fraud control, with an emphasis on proactive prevention. We have put a number of detection measures in place, to reduce possibilities that could lead to fraud. Our approach to fraud control is focused on maintaining a legal and ethical climate that encourages all stakeholders to protect the agency office's assets and raise any suspicion of fraud.

We believe in zero tolerance to fraud. Thus, when a fraud is detected, suspected or alleged, we commit to a full investigation. We work closely with the relevant authorities to ensure that justice is served, while implementing measures to recover as well as to minimize losses.

We have a Privacy Policy in place to ensure the safety and security of clients' information.

The Privacy Policy ensures strong security measures, responsible privacy standards, and safe operations of our delivery channel for data transmission between the Insured and the Agent. It also provides strict guidelines on the usage of customers information by the agency's employees.

We reserve the right to accept or reject an application to purchase our products. We will inform the applicant of the rejection and will also state the grounds for rejecting the application within 3 working days of receiving the application.