How To Make A Complaint

How To Make A Complaint

Details of your Complaints

In order to resolve your complaint, it is important that you give us as much information as possible.
When you contact us, as much of the following information must be provided:-

1. Account Information – name, policy number or account number.
2. Contact Details – mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc).
3. 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 the complainant feels that a complaint has not been resolved fairly, they should inform us accordingly and we will advise the complainant on the alternative dispute resolution avenue available.
   Complaint letter must be signed by the complainant.

Recording of Complaints

All complaints received 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 Complaints
   1. Full details of the complainant and his complaint will be recorded by the Branch Head if complaint is at Branch and by the complaints monitoring unit staff at Head Office if complaint is at Head Office.
   2. Complaints that do not require follow-up will be resolved immediately during the visit.
   3. If complaint cannot be resolved immediately, we shall revert to the complainant when complaint is resolved. On average, the complainant should receive a response from us within 14 days of filing his complaint and if the complaint is still not finalized in 30 days, the complainant will be updated on the progress at least on a monthly basis.
   4. All complaints must be lodged with the company’s Complaint Unit on the same day it is lodged by the complainant.
2. Phone Complaints
   1. Full details of the complainant and his complaint will be recorded by the Branch Head if complaint is at Branch and by the complaints monitoring unit staff at Head Office if complaint is at Head Office.
   2. Complaints that do not require follow-up will be resolved immediately.
   3. If complaint cannot be resolved immediately, we shall revert to the complainant when complaint is resolved. On average, the complainant should receive a response from us within 14 days of filing his complaint and if the complaint is still not finalized in 30 days, the complainant will be updated on the progress at least on a monthly basis.
   4. All complaints must be lodged with the company’s Complaints Unit on the same day it is lodged by the complainant.
3. Written Complaints (E-mail, Fax, Letter)
   1. Complaints via e-mail, fax or letter must be lodged on the same day with the Complaints Unit. The Department handling the complaint will acknowledged complaints within 2 working days on receipt of the complaint.
   2. We will respond to our complainant on such complaints within 14 days on receipt of the complaint. In the event the complaint requires further investigation, the complainant will be kept updated at least on a monthly basis on the status until the complaint is resolved.