| 1 | Hours of Operation. | Official Working Days | - 0830hrs to 1730hrs Monday to Friday (except for public holidays).
- 0900hrs -1300hrs on Saturdays.
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| 2 | Client Inquiries | Respond to client inquiries | - We shall answer your calls immediately or by the 3rd ring. If we are unable to do so, we will ensure a response not later than 2 hours.
- We shall respond to email inquiries within 2 hours but in any case, not later than 24 hours.
- We shall respond to your inquiries promptly and efficiently within 24 hours.
- We shall provide clear, accurate, and relevant information to address inquiries and concerns.
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| 3 | Complaints (Verbal or written) | Visit our offices/Call in/Email us | - We strive to provide quality services at all times.
- However, if you have any complaint(s), please contact us on 0752711877, and we shall address it promptly.
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| 4 | Insurance Policy Proposals | All key facts regarding the proposed insurance cover | - We shall provide personalized product proposals tailored to your needs.
- We will ensure transparency in our product offerings and pricing.
- We shall issue quotations within 24 hours however for more complex risks we shall respond within 72 hours.
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| 5 | Policies | Provision of Cover | - We shall issue policies and share them digitally within 24hrs and original/hardcopies shall be delivered within 3 working days.
- We shall notify you of your policies that are due for renewal 3 months before the expiry of a policy.
- We shall review and update your policies to reflect your requirements and industry developments.
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| 6 | Issuing Receipts | Premium receipting | - We shall issue you with a receipt(s) immediately upon confirmation of your premium payment
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| 7 | Claims | Processing claims efficiently and fairly | - We shall acknowledge your claim and provide a list of required supporting documents within 12 working hours of notification.
- We shall assign you with a GSI claims officer or an appointed loss assessor (if applicable) who will visit the site to ascertain the circumstances of the loss within 24 working hours of notification.
- We shall ensure that adjusted and investigative reports are completed and shared with you within 48 working hours of the loss assessor’s appointment.
- We shall issue you a discharge voucher/ settlement offer within 72 working hours of receiving the final supporting document or loss assessment report.
- Your claim settlement payout will be issued within 7 working days of receiving the signed discharge voucher.
- Above all, we are committed to handling your claims with the utmost care and professionalism, ensuring a supportive experience throughout the process.
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| 8 | Data Protection | Preserving the right to privacy | - We shall inform you of all data we need for the service you need and ensure to obtain consent prior to collecting it.
- We shall ensure to uphold your right to privacy with data collected.
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