Complaints policy

Should you feel the need to complain regarding any aspect of your interaction with H&A please provide details of the complaint in writing and to deliver these (by hand, post, fax, email) to the Complaints Officer.

The Complainant’s written account of the complaint must include:

• Name

• Address, both physical & postal

• Contact details, including telephone, fax, Cell no., email address

• Policy no.

• Broker Name

• Details of the occurrence(s), which gave rise to the complaint

• Copies of all relevant documents relevant to the complaint

The addressee details for delivery (by hand, post, fax, email) of written complaints are:

Darlene Hofman

Complaints Officer

Health & Accident Underwriting Managers (Pty) Ltd

22 Stiglingh Road

Rivonia

2128

P O Box 324

Rivonia

2128

Tel: 011 234 7333

Fax: 086 602 0813

Email: dhofman@healthacc.co.za

Complaints received as required in writing will be acknowledged in writing within 48 hours of receipt and the complainant will be advised of whom will be handling the complaint. A telephone call will be made to the Complainant to ensure the acknowledgement has been received.

Individuals within the Company who are relevant to the resolution of the claim will be made aware of the claim and consulted in respect of the claim within the 48-hour period.

Resolution:

• The complaint will be fully investigated and considered involving individuals relevant to the complaint, including the complainant, staff, other bits of advice where necessary in the attempt to fairly resolve the complaint;

• The Complainant will be informed, in writing, of the results of the consideration within 24hours of this process (i.e. within 72 hours (working days) of receipt of the written details from the Complainant). This will include, in the case of resolution, which may be perceived as negative, details of the reasons, therefore, advice that in the case of continued dissatisfaction on the part of the Complainant, the Complainant may pursue the matter further with the Ombudsman. Contact details for the Ombudsman will be provided in this case. Where the resolution is positive for the Complainant, such resolution will be effected without delay, the goal being 24 hours from the written advice of resolution to the Complainant.

In a case where the Complainant has not consulted the Ombudsman on the complaint, where a perceived negative resolution exists, it will be assumed that the Complainant is satisfied with the result of the consideration.