If a problem occurs, it is generally easier to check the facts and come to a resolution at the point where the problem originated. Save yourself valuable time by collecting all the relevant information before you make your initial contact:
Assemble all supporting documents concerning your complaint, paying special attention to date(s).
Obtain the names of any employees that were involved.
Clarify the circumstances in your own mind and determine what you would like us to do.
Once you have contacted the appropriate business group for your complaint here is what you should expect:
Handling of your complaint in a timely and fair manner;
Provision of a final response; and
Provision of the appropriate escalation option if your expectations have not been met.
Upon receiving your complaint, one of our representatives will commit to a time frame for resolving your problem. If we cannot reach you personally, we will send a letter of acknowledgement setting out this commitment.
Should the resolution of your problem be delayed, our staff will regularly update you on the progress being made.
If you are having difficulty finding the appropriate person or insurance group, you may contact Customer Care Assurance for assistance:
