Complaints resolution

How to lay a complaint

Use whichever way suits you best. There is no charge.

Please include:

• Your details and what the complaint is about
• Copies of any relevant evidence, correspondence and decisions
• The type of complaint, for example about a claim, a policy, service or advice

What happens next

1. We record your complaint in our central complaints register on the day we receive it and confirm receipt.
2. Our Key Individual allocates it to a trained employee who specialises in that type of complaint.
3. We investigate and give you our findings within 14 working days.
4. If you are not satisfied with our solution, you can refer the complaint to Vital Legal's Board of Executives, who may change or confirm it.

If we have not come back to you within these times, email complaints@vitallegal.co.za and we will explain why.

Complaints about a service we outsource are passed to that business partner within 48 business hours, and we track them until they are resolved.

Complaints to Guardrisk

Our products are underwritten by Guardrisk Insurance Company Limited. You can also ask Guardrisk to review your complaint:

Taking it to the Ombud

If you are still not satisfied after our Board of Executives has considered your complaint, we regard it as unresolved and you may approach the National Financial Ombud (NFO), or take other steps your legal representative advises.

How we handle complaints

Our complaints process follows Rule 18 of the Policyholder Protection Rules and is reviewed every year by our board. We aim to:

• Listen, understand and empathise
• Investigate thoroughly and objectively
• Be accessible
• Keep your information confidential
• Offer and carry out a fair solution
• Resolve complaints on time
• Keep accurate records
• Communicate before, during and after
• Give accurate feedback
• Learn and improve from every complaint

Useful definitions

Complaint

An expression of dissatisfaction about a policy or service, which indicates that we or our service provider did not keep to an agreement, law, rule or code; that maladministration or a wilful or negligent act caused harm, prejudice, distress or substantial inconvenience; or that you were treated unfairly.

Who can complain

A policyholder, beneficiary, person whose life is insured, premium payer or group scheme member (or their successors), and potential policyholders unhappy with an application, approach or marketing material.

Upheld

Finalised wholly or partly in your favour, you have accepted that the matter is resolved, and all our undertakings have been met.

Rejected

Not upheld: we have told you we will take no further action, for example because the complaint is unjustified, or a proposed resolution was not accepted.

Compensation payment

A payment for a proven or estimated financial loss caused by the insurer's wrongdoing, where liability is accepted.

Goodwill payment

A payment or benefit offered to resolve a complaint where the insurer does not accept liability.

Business hours

Monday to Friday, 08:00 to 16:30.

This page summarises Vital Legal's Complaints Resolution Policy in plain language. If anything here differs from the official PDF, the PDF applies.