Intersure Insurance Group – Complaints Policy

Complaint has to be in writing

In order for a Complaint to receive the attention that it deserves, we request that your Compliant be submitted to us in writing. Please ensure that where the Complaint is delivered by hand or by other means, that you retain proof of delivery.

Complaint has to be relevant

The financial services environment is complex. We will endeavor to address all reasonable requests from our clients, but may also refer you to a more appropriate facility. Where the complaint pertains to any aspect of our service, or any disclosures that ought to be made by us, we will endeavor to address these complaints in writing, within 30 working days.

In instances where the Complaint pertains to something not within our control, such as product information or investment, we will forward the Complaint to the product provider concerned.

Procedure

The following is a step-by-step guideline of how a Complaint will be dealt with, once received by us:

1. The Complaint will be lodged in our central Complaints Register on the same day that it is made and confirmation of receipt forwarded to you.
2. The Complaint is immediately brought to the attention of the Key Individual of this provider for allocation to a trained and skilled person who specializes in that type of Complaint.
3. The Complaint will be investigated and we will revert to you with our findings within 30 working days.
4. In the event that you are not satisfied with our solution, you may refer the Complaint to the Managing Director of our company. The Managing Director may amend the solution or confirm it. Please be informed that certain decisions may have to be improved by the Board of Management Committee of the organisation. In such case, we will communicate that fact to you, as well as the date on which a decision will be taken.
5. If, after having referred the Complaint to the Managing Director you are still not satisfied with the outcome, we will regard the Complaint as being unsatisfactorily resolved. In such a case, you may approach the Office of the Ombud for Financial Service Providers or take other steps as may be advised by your legal representatives. The referral to the Office of the Ombud must be done in accordance with the provisions of Section 21 of the FAIS Act and the rules promulgated in terms of that section in instances where we have not been able to arrive at a resolution within six weeks after you have lodged your Complaint, the matter may automatically be referred to the Ombud.
6. If you wish to refer the matter to the Ombud, it must be done so within a period of six months. The Ombud will not adjudicate in matters exceeding a value of R800 000.00.
7. The Ombudsman
   Tel: 012 762 5000/012 470 9080
   Fax: 012 348 3447
   Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
   Website: www.faisombud.co.za
   The FAIS Ombud
   Kasteel Park Office Park
   Orange Building 2nd Floor
   c/o Nossob & Jochemus Street
   Erasmus Kloof
   Pretoria, 0048
   Cnr Lynnwood Road and Sussex Avenue
   Pretoria 0081
   Postal Address
   P.O.Box 74571
   Lynnwood Ridge
   0040

In the event of us not reverting to you within the time periods indicated above, kindly contact Hein Portwig for an explanation as to why we have not yet communicated with you. Please do not accept any communication from any person until it has been confirmed in writing.