Resolution

We put our customers at the heart of everything we do – and that means listening to you to constantly improve our service and product offerings. If you’re dissatisfied in any way, we would like to hear about it.

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Documentation

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Email Us

You may also submit your complaint in writing and email it to us at [email protected], alternatively, you can leave your contact details and provide the information requested by following this link https://www.africanindependent.co.za/contact-us/ and we will make contact with you.

Call Us

If you are unable to submit your complaint in writing, you’re welcome to call us with the information. You can reach us on 0861 001 002, or you can call your dedicated Personal Portfolio Consultant.

Information Required

Please have the following information ready when submitting a complaint:


  • Policy number and/or claim number
  • First name
  • Last name
  • Contact number
  • Email address
  • Details about your complaint, including all important facts
  • Copies of all relevant documentation (previous correspondence, letters, quotations, proof of any losses incurred, etc.)
  • Your preferred solution

Insurer Resolution

If your complaint relates to your insurance policy, and we are unable to resolve your complaint internally, we will refer your compliant to your Insurer’s resolutions department.

The Process

If your complaint relates to your insurance policy, and we are unable to resolve your complaint internally, we will refer your compliant to your Insurer’s resolutions department.


Once your feedback or complaint has been received, it will be allocated to your dedicated Personal Portfolio Consultants.


A letter of acknowledgement confirming receipt will be sent to you within two business days, detailing the investigation process and turnaround times.


Your Personal Portfolio Consultant will continue to investigate your compliant and attempt to resolve it to your satisfaction.


If your complaint relates to your insurance policy, and we are unable to resolve your complaint internally, we will refer your compliant to your Insurer’s resolutions department.


You will be notified of the outcome in writing within 14 business days.

Further Recourse

If your complaint is still not satisfactorily resolved, you may contact the relevant Ombud:


The Ombudsman for Short Term insurance


  • Share call: 0860 726 890
  • Fax: 011 726 5501
  • PO Box 32334
  • Braamfontein
  • 2017

The Ombudsman for Financial Services Providers


  • Share call: 0860 663 274
  • PO Box 74571
  • Lynnwood Ridge
  • 0040

Please remember to refer to your policy wording for important time limits applicable to lodging a complaint or instituting legal action against us and / or your Insurer.