1. Our Approach to Complaints

At Assurity Insurance Brokers, we are committed to maintaining the highest standards of client service. We believe in resolving client complaints in a manner that is fair, transparent, and efficient. This policy outlines our process for handling complaints in compliance with the Financial Advisory and Intermediary Services (FAIS) Act.

Our Commitment:

1.1 Resolving client complaints promptly and fairly, with a focus on transparency and accountability.
1.2 Ensuring clients are fully aware of our complaints resolution process and how they can lodge a complaint.
1.3 Providing accessible channels for submitting complaints, including email, telephone, and postal options.
1.4 Empowering trained staff to manage and resolve complaints effectively.
1.5 Ensuring that each complaint is thoroughly investigated, and where necessary, corrective actions are taken.
1.6 Offering appropriate redress without unnecessary delay where a complaint is upheld in the client’s favor.
1.7 Informing clients of their right to escalate unresolved complaints to the FAIS Ombud or Information Regulator.
1.8 Keeping detailed records of all complaints for a minimum of five years.
1.9 Regularly reviewing complaints data to improve our services and prevent recurring issues.

2. How to Raise a Concern

If you have experienced a problem with any of our services or products, please provide the following information to help us address it effectively:

• Your Policy or Claim Number
• Your Full Name and Contact Information
• A Detailed Description of Your Concern or Issue
• Any Relevant Supporting Documents (such as correspondence, quotes, or proof of losses)
• Your Preferred Outcome or Resolution

3. Contacting Us

We offer multiple channels for you to reach out with your complaint:

• Phone: (010) 020 0069
• Email: complaints@assurity.co.za

4. Our Resolution Process

1. Complaint Acknowledgment: We will acknowledge receipt of your complaint within two business days.
2. Assessment and Investigation: Our team will review the details of your complaint and may reach out to you for additional information.
3. Resolution Communication: We aim to resolve most complaints within 14 business days. You will receive a written response outlining the outcome.
4. Ongoing Updates: If a resolution cannot be provided within 14 days, we will keep you informed of the progress.

5. What to Do If You Are Not Satisfied

If you are not happy with the outcome of your complaint, you may escalate it to the relevant Ombud services:

The Office of the Ombud for Financial Services Providers (FAIS Ombud)

• Contact Number: 086 066 3274
• Postal Address: P.O. Box 41, Menlyn Park, 0063
• Website: www.faisombud.co.za

The Information Regulator (for data protection complaints)

• Email: inforeg@justice.gov.za
• Website: www.justice.gov.za/inforeg

6. Commitment to Continuous Improvement

We are dedicated to learning from your feedback and continuously improving our service standards. Every complaint is an opportunity for us to enhance our processes and ensure that we meet your expectations.