Complaints Management Policy

Complaints Management Policy

Complaints Management Policy Open PDF and download to read anytime.

At Legacy Underwriting Managers we are committed to treating our customers fairly and resolving any complaints promptly, transparently, and in accordance with the Policyholder Protection Rules (PPR) and the FAIS Act.

Your Rights Under the PPR

1. How to Lodge a Complaint

You can submit a complaint to us via:

When submitting your complaint, please provide:

  • Your full name and contact details
  • Policy number or reference number
  • A detailed description of your complaint
  • Any supporting documents

2. Service Level Agreement for Complaints

  • Acknowledgement: We will acknowledge receipt of your complaint within one day.
  • Response: We will respond within one day from acknowledgement of receipt of the complaint.
  • Investigation: We will investigate your complaint fairly and objectively.
  • Resolution: We aim to resolve all complaints within 72 hours. If more time is needed, we will inform you in writing, explaining the delay and providing an expected resolution date.

3. Escalation Process

  1. Request your complaint to be escalated to our Complaints Manager or senior management.
  2. If you remain dissatisfied after our final response, you may escalate the matter to the relevant Ombud.

4. Ombud Contact Details

From 1 March 2024, the offices of the Ombudsman for Long-Term Insurance (OLTI), Ombudsman for Short-Term Insurance (OSTI), the Credit Ombud, and the Office of the Ombudsman for Banking Services (OBS) have been incorporated into the new National Financial Ombud Scheme South Africa (NFO). Any complaint lodged prior to 1 March 2024 will be dealt with by the NFO, in accordance with the rules of the predecessor scheme. You may continue to use the previous contact details, or the new details above, to communicate with us.

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