This document provides information about complaints and compliments processes at an insurance company. It defines a complaint as an expression of dissatisfaction relating to a product, service or agreement. It details the complaints submission process, resolution process, and options for escalation including an internal disputes resolution department and the Ombudsman for Short-Term Insurance if unsatisfied with the outcome. The document emphasizes treating complaints courteously, resolving them efficiently and fairly, and viewing them as opportunities to better understand and serve clients.

1. Complaints & ComplimentsComplaints & Compliments

2. What is a Complaint?What is a Complaint?

3. A Complaint
A complaint is an expression of
discontent/dissatisfaction which can either be
real or perceived by the client. It can be seen as
an indication that the service or product does not
meet the client’s expectations. It can also be an
expression of dissatisfaction, whether justified or
not, about any aspect of our business.
If your service experience has lived up to our
commitment and we have delighted you; please
tell us about your experience. We like to reward
our staff for their contribution to our success.

4. What is a COMPLIMENT?What is a COMPLIMENT?

6. Compliment
There are different types of compliments.
As a Noun:
1. A compliment is an expression of praise, commendation, or admiration. A sincere compliment
boosts one's morale.
2. A formal act or expression of civility, respect, or regard . e.g.: The mayor paid him the
compliment of escorting him.
3. Compliments, a courteous greeting; good wishes; regards . e.g. :He sends you his compliments.
4. Archaic. a gift; present.
As a verb (used with object)
5. To pay a compliment to . e.g. :She complimented the child on his good behaviour.
6. To show kindness or regard for by a gift or other favour . e.g.: He complimented us by giving a
party in our honour.
7. To congratulate; felicitate. e.g. :to compliment a prince on the birth of a son.
verb (used without object)
8.to pay compliments.

7. Client Experience
We view a complaint as an opportunity to
understand our client better. We recognise that
the efficient and effective administration of a
complaint is the definitive measure of the service
we provide to our clients. The way in which we
resolve a complaint has a direct impact on our
continued relationship with our clients.
We promise to take your complaint to us seriously
and recognise you as the purpose of our business.
We will:
Be courteous, sensitive and helpful;Be courteous, sensitive and helpful;
Always act with integrity and professionalism;Always act with integrity and professionalism;
Resolve your complaint efficiently and fairly.Resolve your complaint efficiently and fairly.

8. Is this a good or bad service?

9. Is this a good or bad service?

10. SAIA FSB
Definition of a Complaint
An expression of dissatisfaction by a complainant, relating to a product or
service provided or offered by a financial institution, or to an agreement with
the financial institution in respect of its products or services and indicating
that -
(a) the financial institution or its service provider has contravened or failed to
comply with an agreement, a law, a rule, or a code of conduct which is
binding on the financial institution or to which it subscribes;
(b) the financial institution or its service provider’s maladministration or
willful or negligent action or failure to act, has caused the complainant harm,
prejudice, distress or substantial inconvenience; or
(c) the financial institution or its service provider has treated the complainant
unfairly and regardless of whether such an expression of dissatisfaction is
submitted together with or in relation to a customer query.

11. Complaints process flow

12. How to submit a complaint or complimentHow to submit a complaint or compliment
To assist us handle the complaint fairly and speedily,
your complaint should always contain relevant
information and be accompanied by copies of all
relevant documentation. For example, it should
contain the following information:
name and contact details of the complainant
name and contact details of the complainant’s
representative (if applicable)
policy or claim reference number
Full details of the complaint (facts, dates, and
supporting documents, etc.) the detail of your
compliment or complaint (what were you satisfied, or
what did not meet your expectation).
How can we regain your confidence in our service /
meet your expectation?

13. An example of aAn example of a
complaint formcomplaint form

14. What will happen now?
We will confirm receipt of your correspondence and advise you
of the person who will be attending to your complaint, within 2424
hours of receipt (1 working day).hours of receipt (1 working day).
We will investigate and provide feedback or an outcome to your
complaint within 24 hours of receipt (1 working day).24 hours of receipt (1 working day). Should we
require additional information, we will request this from you
within 8 working hours of confirming receipt of your complaint.
Our commitment is to keep you informed of the progress of your
complaint/request, whilst it is being attended to.

15. ’’ComplaintsComplaints
Resolution Process’’Resolution Process’’

16. What if I am dissatisfied with the
outcome presented/offered?
Complaint Officer: Neerasha Naidoo
Telephone Number: 011 284 2444
E-mail Address: neerashan@regent.co.za
Postal Address: Regent Complaints Officer
P.O. Box 674
Edenvale
Johannesburg
1610

17. What will Neerasha do?
Our Complaints Officer will confirm receipt of
your correspondence within 2 working hours of2 working hours of
receiptreceipt, investigate the matter thoroughly, and
then refer your complaint to the Complaints
Resolution Committee for a final decision.
Our Complaints Officer will ensure resolution
within 5 working dayswithin 5 working days.
Our Complaints Officer will update you, regarding
the progress of your complaint/request, until a
final decision has been made on the outcome of
your complaint/request.

18. IDRDIDRD
If the client is still dissatisfied with the resolution from
Business/Complaints department and would like the final decision
reviewed, your complaint will be referred to the Internal Dispute
Resolution department. The following will apply:
The client must provide a written representation / appeal stating what
the client is contesting.
The complaint will be treated as an appeal/dispute.
You will be notified of the contact details of the person assigned to liaise
with you in relation to the dispute.
Once a decision has been made, we will respond to you in writing giving:
- Reasons for the decision;
- Information about how to access external dispute resolution
or client recourse mechanisms;
- Notify you of the timeframe in which an external dispute
should be lodged.

19. REGENT COMPLIANCE OFFICERREGENT COMPLIANCE OFFICER
The Compliance Officer
Regent Insurance Company Limited
PO Box 674
Elma Park, Edenvale
1610
Tel: 0860 734 368
Fax: +27 (11) 574 2828
Email: compliance.st@regent.co.za

20. OMBUDSMAN FOR SHORT-TERMOMBUDSMAN FOR SHORT-TERM
INSURANCEINSURANCE
Telephone Number: 0860 726890 / (011) 726
8900
E-mail address: info@osti.co.za
Fax: (011) 726 5501
Postal Address: P.O. Box 32334
Braamfontein
Johannesburg
2017