How to lodge a complaint

1. What we need
from you

• The client’s name and their contact details
• Their claim number
• A brief description of the problem  

2.  How can you send your complaint to us

Send an email to Call us on 24-hour Assist line : 0861 777 011 or
010 271 4175

3. Your claim will be acknowledged:  

All complaints are acknowledged, in writing, within 48 hours

4. Our commitment
to you

Within 6 (six) weeks of us receiving the complaint, the client will receive:
• A final resolution, and
• An outcome to their complaint

5. In Conclusion

At the end of the process, a letter will be sent to inform the client of our decision as well as the reasons for said decision

6. If The client is still not satisfied

The letter regarding our decision and reasons therefor will also outline the clients options for internal or external resolution, should they still not be satisfied

7. Our Complaints Policy

Our complaints policy is available on the Download Library page

Library Page