COMPLAINTS POLICY

Complaints Policy

BB Insure (PTY) Ltd fully complies with the requirements of the Financial Advisory and Intermediary Services Act We have a Complaints policy in place built around an extensive complaints resolution process.

The FAIS Act, defines a complaint as follows:

Any specific complaint relating to financial services rendered by a Financial Services Provider or it’s  Representatives, to the complainant on or after the date of commencement of this Act, and in which
complaint it is alleged that the Provider or Representative:

• has contravened the FAIS Act itself causing financial loss and/or damages to the complainant.
• has rendered a financial service and/ or advice concerning a Financial Product wilfully and/ or negligently to a complainant which resulted or is likely to result in financial loss and/ or damages to the complainant.
• has not adhered to the basic principles of TCF (Treating Customers Fairly)

We confirm as follows:

• All procedures involved in the process of lodging a complaint will be made readily available to our clients.
• Any complaint will be handled with fairly and justly and in a timeously manner.
• All relevant staff are regularly trained in accordance with the provisions of the FAIS Act.
• All relevant Records are kept for a minimum of 5 years, and this includes all complaints as well.
• When a claim cannot be resolved or if the outcome does not favour the client, the client will be informed of this in some form of writing as to the exact reason why this has happened. A complaint that is unresolved or unfavourable can still be pursued through the Ombudsman.

Ombudsman: FAIS Ombudsman for Short Term Insurance

E-mail address: info@osti.co.za

Web site : https://www.osti.co.za

Tel: 011 726 8900/ 0860 726 890

PO Box: 32334 Braamfontein, 2017

Physical Address: 1 Sturdee Avenue, 1st Floor, Block A, Rosebank, Johannesburg, 2196

Complaints Procedure

If you have any complaints, please feel free to contact BB Insure (PTY) Ltd head office at anytime. Below is the contact details for our internal Complaints facilitator:

Name of Complaints Facilitator: Johann Strydom
Postal Address: PO Box 5583, Polokwane, 0700
Physical Address: Andria Building 1^st Floor, C/O Rissik & Schoeman Streets, Polokwane, 0699
Telephone Number: 015 110 0949
Email: info@bbinsure.co.za

BB Insure (PTY) Ltd complaints procedures has been established in terms of the requirements of the Financial Advisory and Intermediary Services Act to protect you, our client. As mentioned before all complaints must be submitted in some form of writing and must be as detailed and as precise as possible including all your identifiable information (ID number, Cell number, Full names & surname etc). Our internal complaints resolution process is intended to create a fair and just system where the clients need is addressed and dealt with properly.