Our Customer Service Charter informs you, our client, of the quality and timelines of service you can expect to receive from us, and details on what you can expect when you are dealing with us. This is our service commitment to all our stakeholders.
We strive to provide a consistently high quality of service to our clients, and invest time to fully understand their needs and build an effective working relationship. We know you, our client, value good service and we want to provide you with a personalised, seamless experience that makes your life easier.
At all times, you can expect our staff to:
This Charter will be reviewed annually.
We are committed to:
Whatever the stage of your transaction, we will:
We are committed to:
We’ll make timely decisions and do our best to meet your turnaround requirements. If we’re unable to do so, we will explain why and tell you when you can expect to receive a response. When making decisions, we often need to request information from you. We will ensure that our requests for information are stated clearly.
To inform you about our services and any new developments within Sanlam in Uganda, we will:
We will consult our clients regularly about how well our products and services are meeting their needs and requirements.
We need to work in partnership with you to meet our service commitments. You can help us support you by:
You can help us by promptly:
We will seek to advise you upfront of all information requirements. Sometimes we may have to ask you for further information, which we could not have anticipated originally. If we require additional information, we’ll inform you promptly.
We welcome your feedback as an opportunity to improve our service. If you’re unhappy with our service for any reason, we’ll seek to address your concerns. You can provide feedback through any of the following channels:
Simply contact us, Sanlam Life Insurance or Sanlam General Insurance through email, telephone, or by visiting one of our offices.
We will at all times have a decision maker available to respond to your needs. We will respond in detail by phone you or writing to you. All written customer enquiries are handled within five working days.
We value the personal information you give us and will take all reasonable precautions to prevent unauthorised access to that information.
Sanlam in Uganda endeavors to resolve all disputes quickly and fairly. To assist in this, we maintain a free and accessible internal dispute resolution process.
Should you want to use this service, please contact us. For further details, please read our “What to do if you don't agree with our decision” below.
Here’s how the Sanlam in Uganda’s Consumer Appeals Service helps you if you are dissatisfied with the results of your dealings with us ...
Who do you talk to? If you are unhappy with anything we have told you or done for you, please contact us and tell us. We should mostly be able to sort out the matter to your satisfaction.
The Sanlam General Insurance Customer Ombudsman If you are still not satisfied with our help with your general insurance query, you can call, write to or email the Sanlam General Insurance Customer Ombudsman with the details. The Customer Ombudsman acts with the authority of Sanlam General Insurance’s CEO in dealing with disputes. Our Customer Ombudsman will respond in detail to you within five working days of receiving your letter or email.
Appealing to the independent dispute resolution scheme If you disagree with our Customer Ombudsman’s decision, you can appeal to the Insurance Regulatory Authority. The Insurance Regulatory Authority administers an insurance industry dispute resolution scheme. There is no charge for using this service. Kindly also note that all our policy contracts include an Arbitration/ Dispute resolution clause.
Are any decisions binding? You don’t have to accept any decision Sanlam Life Insurance, Sanlam General Insurance or the Sanlam General Insurance Customer Ombudsman makes. You always have the option of seeking remedies elsewhere. Any decision Sanlam in Uganda or the Insurance Regulatory Authority makes is binding on Sanlam in Uganda, provided you also accept the decision.