Treating Customers Fairly Policy

What does Treating Customers Fairly mean to us?

Treating customers fairly is the number one priority of Intersure Insurance Group. It is at the heart of everything we do and want to achieve. In keeping in line with (FCSA) we will ensure that:

1. Our clients are confident that they are dealing with a company (FSP) where the fair treatment of clients is central to our culture.
2. Our Financial Services and Products rendered to our clients are designed to meet the needs of our identified client group.
3. Our clients receive clear information and are kept appropriately informed before, during and after the time the Financial Service is rendered.
4. Where our clients receive advice, the advice is suitable and takes account of their circumstances.
5. Our clients have products that perform as Intersure Insurance Group told them it would, and that the service is at an acceptable standard and what they expect.
6. Intersure Insurance Group clients do not face unreasonable post sale barrier to change product, switch provider, submit a claim or lodge a complaint.

Our Culture

At Intersure, we continue to believe Insurance is a peoples’ business and our reputation has been founded on excellent relationships with clients and Insurers alike. Central to this culture is integrity and the provision of outstanding service. This is achieved through unique, bespoke arrangements with our insurance partners and utilizing leading technology.

We believe we add value to our clients by working with them to identify any inadequately managed exposures to risk, underinsurance or potential gaps in cover and providing rapid, tailored solutions.

We ensure the fair treatment of our clients at all times from point of sale to making a claim or terminating the relationship by understanding the needs and background of the client and disclosing all information that the client should know to avoid complaints, claim rejections and cancellations.

Our Vision Statement

Leadership: Fair treatment is central to the behaviour and value of all managers at Intersure. Managers at Intersure communicate messages about the fair treatment of clients effectively and apply appropriate controls and monitoring to ensure that the fair treatment of clients is delivered by all Intersure staff members.

Strategy: We at Intersure have a clear vision which supports the fair treatment of all our clients. This is reflected within the formulation and implementation of strategic decisions. Our risk appetite reflects client considerations.

Decision Making: Decision making at all levels reflects the fair treatment of clients. We use our staff, clients and external feedback where appropriate with timely action. The interests of clients are properly balanced against those of shareholders and other client groups.

Controls: At Intersure we have controls, including Management Information, that aims to ensure and demonstrate the fair treatment of customers. The controls are integral to our risk framework.

Performance: Management at Intersure make positive behaviours and attitudes to the fair treatment of clients a key criteria in the selection of staff. They also make effective training and the maintenance of the staff knowledge, behaviours and values core to the business. Managers use performance management to develop their staff in the fair treatment of clients, identifying and acting on poor performance and rewarding good performance.

Reward: Intersure’s reward framework (including incentive schemes) throughout the business is transparent, recognizes quality and supports the fair treatment of clients.

Our Service Approach

• We look at the appropriateness of the service that has been requested for all new clients prior to accepting an instruction and ensure that it is in line with the clients knowledge, needs and experience.
• We ensure that we understand the needs of all our clients and that they are always fully informed in a clear and fair manner.
• We make sure that the client understands the risk involved with the product and disclose all information that the client needs to know in a clear and fair manner.
• To help clients understand what their own responsibilities are in preventing the product from not responding/performing.

How can you assist us?

You can assist by ensuring that you have provided us with all your updated information at all times. If you wish to make any changes you can send your request to This email address is being protected from spambots. You need JavaScript enabled to view it. or calling our offices on 011 791 6363 and one of our professional Representatives will assist you.

Making a claim

If you need to submit a claim you can contact our offices and a Claims Representative will assist you in obtaining the correct claim form and advising what documents will be required for your claim to run smoothly and in a timeous manner. You can also obtain our claim forms on our website www.intersure.co.za and submit them to This email address is being protected from spambots. You need JavaScript enabled to view it.. You will then receive a claim number and feedback regarding the process to be followed and advise whether any other information or documentation is required.

Making a complaint

If you are not satisfied with the service that you have received please contact us directly by sending us your complaint in writing to This email address is being protected from spambots. You need JavaScript enabled to view it. so that we can urgently resolve your complaint. The matter will be immediately raised with the relevant department and a qualified Representative will contact you either by email or telephonically within a reasonable time. You can view our Complaints Policy on our website www.intersure.co.za at any time. If you feel the matter has not been resolved to your satisfaction you can contact the Ombudsman on 011 762 5000 or 012 9080 or by email on This email address is being protected from spambots. You need JavaScript enabled to view it.