The policyholder (insured) should read his/her insurance policy contract to confirm specifications, terms and conditions of the contract and to get details of the insurer’s complaints procedure.
After reading the insurance policy contract, the policyholder needs to complain to the insurer in writing. The policyholder must keep all copies of any communication between him/her and the insurer. The policyholder must further take note of the individuals whom they are communicating to e.g. Name, contact details; dates and time the call were made. This information will be necessary when the policyholder report a complaint to NAMFISA.
Complaints can be lodged at NAMFISA by the complainant sending an email to firstname.lastname@example.org or fax it to +264-(0)61-2905161 or call us at +264-(0)61-290 5000. NAMFISA will then investigate the issue on behalf of the complainant (i.e. the policyholder). If the
condition for which the policyholder claim was decline is stipulated in the contract, NAMFISA will not be able to assist further. Hence the public is requested to make sure that they understand the insurance policy (contract) before signing it.