Complaints Procedure
Our commitment to you
At Smartsure Twenty20 each one of our customers are important to us, and we believe you have the right to fair, swift and courteous service at all times.
We deal with all complaints in a serious manner and conduct a full investigation upon receipt of your complaint. We will deal with it promptly, effectively and in a positive manner.
Where Smartsure Twenty20 Ltd resolves a complaint in your favour, we shall ensure that a full and appropriate level of redress is offered to you without any delay.
Once you have sent your complaint, with relevant supporting documentation, to our complaints email address: [email protected]
Or
The Compliance Officer
Smartsure Insurance Company Limited
P. O. Box 3610 Cramerview 2060 By telephone: (011) 840 6000
By fax: (011) 840 6001
By website: [email protected]
We will acknowledge your complaint within five (5) working days of receipt thereof and will provide you with the names and contact details of the staff responsible for handling your complaint.
We will log the date and contents of the complaint in our Complaints Register.
We will promptly investigate your complaint to ascertain whether it can be resolved immediately. If it can, we shall take the necessary action and will advise you accordingly. If your complaint cannot be resolved immediately, we will send you a written summary of the steps to be taken to resolve it and the expected date of resolution.
Once the resolution process has been finalised, we will communicate the outcome of the complaint to you in writing within six weeks of receipt of your complaint, informing you of the reasons for our decision and the facts informing the decision.
If we are unable to resolve your complaint within six weeks, or in the event that you are dissatisfied with the resolution of the complaint or feel that you have not received a satisfactory response from us, you have the right to escalate your complaint to the National Financial Ombud Scheme.
The details of the National Financial Ombud Scheme:
National Financial Ombud Scheme (NFO)
Tel: 0860 800 900
WhatsApp: 066 473 0157
Email: [email protected]
Website: www.nfosa.co.za
NFO Johannesburg
110 Oxford Road
Houghton Estate
Johannesburg
Gauteng
2198
NFO Cape Town
6th Floor, Claremont Central Building
6 Vineyard Road
Claremont
Cape Town
7700
