Complaints Procedure

Customer Complaints

AIB Cape recognises that every client/broker/3rd party/supplier (herein after referred to as the ‘Complainant’) has a right to complain. Our complaints handling process affords you the opportunity to do so. Your feedback is valued as it allows us to continuously improve our service and processes, and affords us the opportunity to change bad experiences into positive ones.

How to complain to AIB Cape

Your complaint must be in writing or telephonically conducted with an official of AIB Cape.

Accepted written formats are:

• Letter
• Email

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AIB Cape require the following provisions from the Complainant:

• Name and Address Details and Policy Number, Claim Number or ID number of the insured.
• Be specific about the complaint and provide all the important facts (including events) that may have a bearing on the complaint.
• Provide copies of all documents that have relevance to the complaint (i.e. letters, quotations, previous correspondence etc).
• Provide proof of any losses sustained where applicable.
• Specify a solution / remedial action you believe is required to resolve your complaint.

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AIB Cape Contact Details:
Associated Insurance Brokers (Cape) 2006 (Pty) Ltd
PO Box 5855 Tyger Valley 7536
E-mail: insure@aib.co.za
Telephone: 0861 242 123

Our Complaint Process

All complaints will be acknowledged in writing and sent to you either via post or email, depending on the communication method chosen by yourself.

1. Once the complaint has been received, it will be allocated to the appropriate area for resolution. A letter of acknowledgement for the receipt of the complaint will be despatched within two (2) business days.

Please note that as delivery of e-mails to AIB Cape cannot be guaranteed, should no acknowledgement of a complaint submitted be received within three (3) business days, kindly contact AIB Cape directly in order that we may follow up on the matter.

2. Where a complaint cannot be addressed within fifteen (15) business days of receipt thereof, AIB Cape will inform you accordingly.

3. You will be notified of the outcome of your complaint. If the outcome of the complaint is not favourable to yourself, full written reasons will be provided within six (6) weeks of receipt of your complaint.

4. If within six weeks of receipt of your complaint AIB Cape has been unable to resolve the complaint to the satisfaction of yourself, and if you wish to pursue the matter further, your complaint may be lodged with the National Financial Ombud Scheme South Africa.

The contact details for the National Financial Ombud Scheme of South Africa are as follows:

Johannesburg
‍110 Oxford Rd, Houghton Estate,
Johannesburg, Gauteng, 2198

‍CapeTown

‍Claremont Central Building, 6th Floor,
6 Vineyard Road, Claremont, Western Province, 7700
Telephone number:  0860-800-900
Email address: info@nfosa.co.za
‍Website address: www.nfosa.co.za

5. In the same circumstances as per the above, but specifically where complaints:

5.1. relate to a financial service rendered by AIB Cape or a representative of AIB Cape and where it is alleged that AIB Cape or our representative:
(a) has contravened or failed to comply with a provision of the FAIS Act and that as a result thereof the complainant has suffered or is likely to suffer financial prejudice or damage; or
(b) has wilfully or negligently rendered a financial service to the complainant which has, or which is likely to, cause prejudice or damage to the complainant; or
(c) has treated the complainant unfairly;

And

5.2. Does not constitute a monetary claim in excess of R800 000 unless AIB Cape has agreed in writing to this limitation being exceeded, or the complainant has abandoned the amount in excess of R800 000. Then:
(a) The complaint may be referred to the FAIS Ombudsman; and
(b) The complainant should:
I. refer the matter to the FAIS Ombudsman within six months of receipt of AIB Cape’s notification; and
II. Produce to the Ombudsman AIB Cape’s final response as well as the complainant’s reasons for disagreeing with such final response.

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The contact details for the FAIS Ombudsman are as follows:

PhysicalAddress: 125 Dallas Avenue,
Menlyn Central, Waterkloof Glen, Pretoria 0010
Postal Address: PO Box 41, Menlyn Park, 0063
Telephone : (012) 762 5000 / (012) 470 9080 Fax: 086 764 1422 / (012) 348 3447
Email : info@faisombud.co.zaWebsite: www.faisombud.co.za