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Complaints

Sometimes we might get it wrong, please submit any queries or complaints through this channel. All complaints will be handled in accordance to our complaints procedure

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Affinity Underwriting Managers is an authorised financial services provider FSP no 40832. All rights reserved

Complaints Procedure Complaints Form

We are committed to service excellence, download our complaints form should wish to submit a complaint.

Download a complaints form to complete and submit

1. COMPLAINTS HANDLING  PROCEDURE


A. STEP 1 - COMPLAINT SUBMITTED TO COMPLAINTS CO-ORDINATOR (complaints@affinityum.co.za)

1. Complaint form to be completed by client (document can be downloaded or completed and submitted at www.affinityum.co.za/complaints.html)

2. Completed document must be sent to Affinity by the following mediums:

a. Email   :  complaints@affinityum.co.za; or

b. Fax  : Attention Complaints Co-Ordinator 086 568 0475;  or

c. Post  : Attention: Complaints Co-Ordinator

PO Box 8651

Edenglen

1613  

d. Alternatively you can complete a complaints form at www.affinityum.co.za/complaints.html

3. Complaint to be submitted to Complaints Co-Ordinator complaints@affinityum.co.za or captured at www.affinityum.co.za/downloads.html

4. Once complaint lodged, focus is on the quick and fair resolution of the complaint.

5. In order to keep the client informed and the complaints register constantly up to date feedback must be given to the complainant on an ongoing basis by the Complaints Co-Ordinator.

6. In accordance to legislation and insurance laws, we have 6 weeks from the date of initial log to resolve the dispute, if the dispute is not resolved in that period the client may approach the Ombusdman.

7. Claim is captured into complaints register

8. Co-ordinator sends complaint to relevant department manager

9. Daily feedback sent to complaints co-ordinator and to client

10. If claim is not resolved to the client’s satisfaction within 5 working days the claim is escalated to department Director


B. STEP 2 – COMPLAINT ESCELATED TO DEPARTMENT DIRECTOR

1. Director to be supplied with all necessary supporting documentation.

2. Director to investigate matter

3. If required matter will be referred and discusses in weekly claims/complaints meetings

4. Director to finalise feedback within a maximum of 2 weeks


C. STEP 3 – KEY INDIVIDUAL

The Key Individual of a FSP is ultimately responsible for the correct procedures being followed through out any dealings between a client and a FSP. if the complaint has not been resolved to the clients satisfaction or the Complaint has not been attended to within 1 week by the department director or two weeks from initial date, the complaint handler will email  the complaint to our key individual who will address the complaint urgently

Email   : keyindividual@affinityum.co.za


F. STEP 4 - COMPLIANCE OFFICER (suel@mweb.co.za)

1. The compliance officer is our external compliance officer who monitors Affinity's compliance to legislation and the laws within these legislations. We have an external compliance officer who we believe gives us a more holistic overview as opposed to an internal compliance officer

2. Once the Key Individual has looked at the complaint and the client is still not happy with the outcome of their complaint all documentation will be sent to our external compliance officer for consideration and suggestion on an outcome/resolution

SDK Compliance Consultants

Tel   :  011 425-4603

Email   : suel@mweb.co.za

Postal   : PO Box 131459, Northmead, 1511


2. COMPLAINTS RESOLUTION DEPARTMENT (complaint@insurancecomplaints.co.za)

If the matter is still not resolved to your satisfaction and is specifically is as a result of a claim, please contact the Complaints resolution Department complaint@insurancecomplaints.co.za, a non-biased complaints mediator who will look at all the facts presented and suggest a ruling to Affinity Underwriting Managers.


If you as the consumer are still not satisfied with the outcome or you are not happy with the time it has taken us to respond you may refer the matter to the Ombudsman for short term insurance or the FAIS Ombudsman.


The Office of the Ombudsman for Short-Term Insurance provides consumers with a free, efficient and fair dispute resolution mechanism. It offers consumers a “no risk” mechanism to resolve disputes with insurers/FSP's in short-term insurance claims related problems which are not resolved to your satisfaction.

Telephone Number   :  0860 726 890

Facsimile   :  011 726 5501

email   : info@osti.co.za

Website   : www.osti.co.za


You may submit complaints to the FAIS Ombudsman, if the intermediary/insurer/FSP was not able to resolve your complaint about a financial  Services product purchased, varied, replaced or terminated after 30 September 2004

Telephone Number   :  012 470 9080 or

     0860 32 47 66

Facsimile   :  012 348 3447

email   : info@faisombud.co.za

Website   : faisombud.co.za