At Phoenix of Botswana Assurance Company Limited, we strive to provide exceptional service and ensure our customers are satisfied with their experience. However, we understand that there may be occasions when our customers have concerns or complaints. Rest assured, we take these matters seriously and have a structured complaints procedure in place to address and resolve any issues efficiently.
How to File a Complaint
If you have a concern or complaint, we encourage you to follow these steps:
- Contact Us: The first step is to reach out to us. You can contact our dedicated customer service team via phone, email, or in person at our nearest branch. Our team will guide you through the process and assist in resolving your issue.
- Provide Details: To expedite the resolution process, please provide all relevant details such as your policy number, contact information, and a clear description of the issue. This will help us in understanding and addressing your complaint promptly.
- Complaint Acknowledgment: Once we receive your complaint, we will acknowledge it within [specified time frame] working days. This acknowledgement will include a reference number for your complaint, which you can use for future reference.
- Resolution Process: Our dedicated complaints team will investigate the matter thoroughly. We aim to resolve complaints at the earliest opportunity. We will keep you informed about the progress and expected timeline for resolution.
- Final Response: After our investigation, we will provide you with a final response. This response will include the outcome of our investigation and any actions we plan to take to resolve the issue.
What If You’re Not Satisfied?
If, after receiving our final response, you’re not satisfied with the resolution or the way your complaint was handled, you have the option to escalate the matter. You can refer your complaint to the Botswana Insurance Commission or the relevant regulatory authority. We will provide guidance on this process if necessary.
Continuous Improvement
At Phoenix of Botswana Assurance Company Limited, we are committed to continuous improvement. We value all feedback, whether positive or negative, as it helps us enhance our services and better serve our customers.
Contact Information
Should you wish to file a complaint or require more information on our complaints procedure, please use the following contact details:
We are dedicated to resolving your concerns and complaints swiftly and fairly, ensuring a positive experience with Phoenix of Botswana Assurance Company Limited.
Thank you for choosing us as your insurance provider.
Sincerely,
Phoenix of Botswana Assurance Company Limited
