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Resolution Process

We really care and we deliver, which is why we value your feedback. If you are not satisfied with the service you have received from us, please let us know about it.

Tell us about your complaint by:

  • Submitting your complaint in writing (by letter, fax, email or on the website) or call us if you are unable to send your complaint in writing. We will gladly write down your complaint on your behalf if you are unable to do so.
  • Submitting the following information with your complaint:
    • Policy number and/or claim number
    • Name
    • Contact details
    • Details about your complaint, please include all important facts
    • Copies of all relevant documentation (previous correspondence, letters, quotations, proof of any losses incurred, etc.)
    • Your preferred solution/corrective action relating to the complaint

Contact Details:

Internal Ombudsman
Telephone number: 0861 001 083
Fax number: 0866 798 381
Email address: complaints@aiib.co.za
Website: http://www.africanindependent.co.za/ under the “Contact Us” option.

Physical Address:

66 Charterland Avenue
Selcourt
Springs
1559

Complaint Process:

  • Once your complaint has been received, it will be allocated to one of our Client Care consultants for resolution. A letter of acknowledgement to confirm receipt of the complaint will be sent to you within two business days via post, email or fax, depending on your preferred communication method.
  • We will investigate your complaint and liaise with the necessary departments and Resolutions manager Internal Ombudsman to resolve your complaint.
  • You will be notified of the outcome of the complaint in writing within 14 business days.

If you feel that your complaint is not satisfactorily resolved, you may submit a complaint in writing to the Ombudsman for Short-term Insurance or the Ombudsman for Long-Term Insurance

Ombudsman for Short-Term Insurance can be contacted at:

The Ombudsman for Short Term Insurance
Share call: 0860 726 890
Fax: 011 726 5501
Email: info@osti.co.za

Postal Address:

P O Box 32334
Braamfontein
2017

Ombudsman for Long-Term Insurance can be contacted at:

The Ombudsman for Long-Term Insurance
Share call: 0860 662 837
Fax: 021 674 0951
Email: info@ombud.co.za

Postal Address:

Private Bag X45
Claremont
Cape Town
7735

If your complaint relates to the way in which our product was sold to you, the disclosures made or the advice given, and you feel that it was not satisfactorily resolved by us, you may contact the FAIS Ombud.

The FAIS Ombud can be contacted at:

Telephone: 0860 FAISOM (0860 324 766)
Fax: 012 348 3447
Email: info@faisombud.co.za

Postal Address:

PO Box 74571
Lynwood Ridge
0040

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