• We will firstly acknowledge receipt of your complaint.
• We will give you the contact details of the person who will deal with your complaint.
• We will investigate your complaint and try and resolve it in a manner that is fair to you and to us.
• Once we have dealt with your complaint and you are satisfied with the outcome, we will learn from the experience and improve our service and products.

Address your complaint in writing to:
The Ombudsman for Long-term Insurance
Private Bag X45
Claremont
7735
Telephone: 021 657 5000 / 0860 103 236 Fax: 021 674 0951 E-mail: info@ombud.co.za

• In the unfortunate event of losing a loved one, here is what you will need to do to make a
  claim:
• - Prepare your policy certificate and have it in hand.
  - Make sure that you have an ‘up-to-date’ receipt book.
  - You will need to bring a valid death certificate.
  - You will need to bring along an ID copy of the deceased.
  - Bring an ID copy of the claimant.
  - You will need proof of banking/ banking details.
  - You will need a BI 1663 (4 PAGES) Document from the Mortuary.
•