How to Lodge an Insurance Complaint
Before lodging a complaint, it is essential that the policyholder (the insured) carefully reads their insurance policy contract. This will help clarify the specifications, terms and conditions, and provide details on the insurer’s complaints procedure.
Step-by-Step Guide to Lodging a Complaint
1. Start with the Insurer: If you are unhappy with how a claim or issue was handled, you must first submit a written complaint to your insurance provider.
2. Keep a Record of Communication
Make sure to note the following: the names of individuals you spoke to, their contact information, dates and times of calls or meetings or any reference numbers or case IDs. This documentation will be important should the matter need to be escalated.
3. Escalate to NAMFISA if Unresolved
If the insurer fails to resolve your complaint satisfactorily, you can escalate the matter to NAMFISA. Submit your complaint via: email: info@namfisa.com.na, fax: +264 (0)61 290 5161 or phone: +264 (0)61 290 5000. NAMFISA will investigate the complaint on your behalf.
NAMFISA can only intervene if the insurer has acted outside the terms of the policy. If the reason for the rejected claim is clearly stated in the contract, NAMFISA may not be able to assist further.
Therefore, consumers are strongly advised to thoroughly read and understand their insurance contracts before signing, and to seek clarity on any unclear clauses.
