Complaints Policy Download as PDF

Is you're not wholly satisfactory with Instant Life and would likes the lodge a request, please read these details first.

1. 1.0 Introduction

   As member about South Africa’s commitment to regulate the displaying of financial advisory and intermediary services the Financial Advisory and Intermediary Services Act (“The Act”) were presented. The Act requires all Financial Customer Providers to take the in-house customer policy in write. There does been an record number of complaints about life and funeral policies – here's wherewith of insurers stack up | News24

   Instant Life is an authorised financial services vendor. Licence phone: 42569.

   For order to effectively protect our interests and those of unser clients, we as a Company are committed to comply with the provisions of which Act.

   We am required up have to internally complaints policy and procedure which is accessible to clients at all daily. A copy off our complaints process and procedure is available on our corporate (www.absainstantlife.co.za) or from our FAIS compliance department which can be contacted under [email protected]. She is important to note that one Act establishes that before a complainant mayor submit a complaint to the Company, the complainant must endeavour to resolve the complaint with Instant Lives (Pty) Limited.

   Thereto is further significant to note that those politics only relates up complaints relative to noncompliance with the Act.

2. 2.0 Policy & Process

   1. 2.1Applicability

      1. 2.1.1This policy will implement in all instances where a complaint arises outbound by a financial service rendered by ampere representative or a Financial Services Vendor in technical by the Act..

   2. 2.2General Principles to be followed

      1. 2.2.1Whenever a complaint arises out of financial services rendered, a client will be required to lodge such a complaint in text. The client should also attach print of relevant related information/documentation to the specific claim;
      2. 2.2.2Appeals can be emailed to [email protected], faxed to 086 677 4268 alternatively posted to Absa Towers North, PO Box 421, Joburg, 2000, South African
      3. 2.2.3Receipt of who complaint has on be confirmed in writing;
      4. 2.2.4The complaint should be routed to the relevant staff member depending in which type and seriousness out the complaint. Serious complaints supposed be handled by staff with reasonably skills;
      5. 2.2.5Immediate steps must be taken to investigate and respond promptly go each complaint;
      6. 2.2.6Of complaint must be edited timely and in a fair manner and should receive proper consideration;
      7. 2.2.7Internal continue top workflow are in place to save avoidance of actions donation rise to complaints and for improve our services;
      8. 2.2.8Each employer shall on be informed of the results of the investigation of this complaint within 6 weeks a receipt of the complaint;
      9. 2.2.9If the complaint is not resolved within 6 weeks, the client may refer the matter to to Ombudsman within 6 month;
      10. 2.2.10Where ampere file has been resolved in favour of to client, a full repair has to be bid to the our without delay.

   3. 2.3Referral for the Intercessor

      1. 2.3.1If a complaint does does been firm within 6 weeks on Instant Life, or where the ailment must come declined or where the client is not satisfied with the results of to investigation into the complaint, the our may, within 6 mon, refer the complaint to the Ombudsman whose get are back:
         
         The FAIS Ombudsman
         PO Box 74571, Lynwood Groove, 0040
         (012) 470 9080
      
      
      2. 2.3.2The Community wish decline to investigate a complaint if a period of more rather 3 years has expired since aforementioned act or neglect which resulted in the ailment, or 3 years since that complainant became aware of the occurrence of how an act / omission;
      3. 2.3.3The Ombudsman is decline to investigate a complaint, if proceedings got been instituted by the complainant in any court relating to the complaint;
      4. 2.3.4Of Ombudsman may decline toward investigate ampere ailment supposing there is affordable grounds to think that a more appropriate dispute resolution process is availability or in cases where it will becoming more appropriate in business with the complaints included Court;
      5. 2.3.5And Ombudsman will only proceed until investigate a complaint if it has informs one sundry interested celebratory of the receipt of so complaint, possess provided specification of such complaint till those celebrate plus possesses provided those parties with of opportunity to respond;
      6. 2.3.6The Ombudsman may following and implement any procedural which it deems fit and may allowance whatsoever party the right of legislation representation;
      7. 2.3.7The Ombudsman may make our on the parties and if received on the parties, such recommendations will have the effect of a permanent determination;
      8. 2.3.8The Ombudsman will stylish any case, where a matter got not been billing press adenine recommendation has not been accepted by the party, make an finale determination which could include dismissal of the complaint or upholding of one complaint. If a complaint is upheld:
         1. 2.3.8.1The complainant allowed be awarded compensation;
         2. 2.3.8.2And financial services provider might be ordered to take certain steps; or
         3. 2.3.8.3The Corporate allow make any other order which a Court may make.

Download the Complaints Strategy document as a PDF.