Complaints

Complaint has to be in writing
In order for a complaint to receive the attention that it deserves, we request that your complaint be submitted to us in writing on the attached form. Please ensure that where the complaint is delivered by hand or by any other means, you obtain and keep proof of delivery.

Your complaints can be addressed to the Group Complaints Officer:
Ace Insurance Limited
PO Box 1192
Saxonwold
2132
Fax: (011) 783-0812
Tel: 0860 223 266

Complaint has to be relevant
The financial services environment is complex. We will endeavour to address all reasonable requests from our clients, but may also refer you to a more appropriate facility where the issue raised does not directly concern us or is outside of our control.

Procedures
The following is a step-by-step guideline sets out the procedures we will adopt and shows how a complaint will be dealt with, once received by us:

1. Upon receipt the complaint will be lodged in our central complaints register on the same day that it is made and confirmation of receipt forwarded to you.
2. The complaint is immediately drawn to the attention of the relevant departmental head for allocation to a trained and skilled person who specialises in that type of complaint.
3. The complaint will be investigated and we will revert to you with our preliminary findings within three (3) working days.
4. The preliminary findings will be discussed with all our internal parties concerned, and any decisions taken there will be communicated to you within a further three working days. (The rules provide for a maximum of 3 weeks).
5. In the event that you are not satisfied with our solution, you may refer the complaint to (senior person and designation). (Senior person) may amend the solution or confirm it. Please be informed that certain decisions may have to be approved by the Board or Management committee of the organisation. In such a case, we will communicate that fact to you, as well as the date on which a decision will be taken.
6. If, after having referred the complaint to the (senior person), you are still not satisfied with the outcome, we will regard the complaint as being unsatisfactorily resolved. In such a case, you may approach the office of the Ombud for Financial Services Providers or take such other steps as may be advised by your legal representatives. The referral to the office of the Ombud must be done in accordance with the provisions of section 21 of the Financial Advisory and Intermediary Services Act 2002 and the rules promulgated in terms of that section. In instances where we have not been able to arrive at a resolution within six weeks after you have lodged your complaint, the matter may automatically be referred to the Ombud.
7. You must, if you wish to refer a matter to the Ombud, do so within a period of six months. The Ombud will not adjudicate in matters exceeding a value of R800 000.00.
8. The Ombud – Mr. Charles Pillay - may be contacted at his offices in Pretoria, at the following physical address:
   Eastwood Office Park,
   Celtis House,
   Ground Floor,
   c/o Lizjohn and Lynnwood Road,
   Lynnwood Ridge,
   Pretoria
   Or at the following postal address:
   P.O. Box 74571
   Lynwood Ridge
   Pretoria
   0040
   
   Or on the following:
   Tel: (012) 4709080
   Fax: (012) 4709098
   E-mail: charles@faisombud.co.za; david@faisombud.co.za
   Website: www.faisombud.co.za
9. In the event of us not reverting to you within the time periods indicated above, kindly contact (person overseeing complaints) for an explanation as to why we have not yet communicated with you.
10. Please do not accept any communication from any person until it has been confirmed in writing.