Promise of Service

We aim to provide you with a first class standard of service. If you are unhappy with this service or have any cause for dissatisfaction, please contact any one of our Customer Service Representatives, who will be ready to help you with your problem. If you use the services of a broker or any other professional advisor, please contact them for guidance.

Have a Complaint?

If, for any reason, you feel our products, services or decisions rendered (including those of intermediaries and other representatives) do not meet your expectations, and you wish to submit a complaint, please complete the form below or refer to the back page of your policy for full details of alternative ways you may submit a complaint.

Alternatively, you may call or write to any member of our management or staff indicating that you wish a matter to be handled as a complaint, and details will be documented and forwarded internally to our Complaints Officer for handling. In the case of a verbal complaint, our Complaints Officer will contact you for confirmation of our documentation thereof and to arrange for you to sign and date the documented complaint.

Your complaint will be logged and acknowledged within 2 business days. Our customers are extremely important to us, and we are committed to resolving complaints in a fair and timely manner, with the aim being within 5 business days of acknowledgement, or within an appropriate timeframe depending upon the circumstances.