Complaints Process

COMPLAINTS POLICY

Jubilee Allianz General Insurance (Mauritius) Limited, hereinafter referred to as ‘JAZM’, commits itself to provide high-quality service to its customers and acting with integrity, lawfulness, and transparency towards the community at large.

In this prospect, JAZM shall continue to collaborate with the Office of the Ombudsperson for Financial Services (OFS) to address any complaints made against it, and in a timely manner. This complaint process has been prepared in line with the recent legislative amendments.

The steps for the Complaint procedure are as follows:

 

STEP 1

The client is encouraged to seek resolution by the Department dealing with his/her query/claim.

STEP 2

If no settlement has been reached, the client shall write to the complaint coordinator of JAZM, with full particulars including the Policy and/or claim number to the Complaints Coordinator at Jubilee Allianz General Insurance (Mauritius) Limited, at the following address:

Email: complaints@jubileemauritius.com

OR

By registered letter at France Centre, Corner of Victoria Avenue, and St Jean Road, Quatre Bornes

 

NOTE:
You should first lodge a complaint with your financial institution, and if you still feel aggrieved by its decision, only then you may apply to the OFS.

Section 7(3)(a) of the Ombudsperson for Financial Services Act 2018 read as follows:

No complaint shall be entertained – (a) unless the complainant has, before making the complaint, made written representations, including representations made electronically, to the relevant financial institution.

 

STEP 3

What will happen when you make a complaint to the Complaints Coordinator at Jubilee Allianz General Insurance (Mauritius) Limited?

  • Your complaint will be acknowledged within 2 working days of receipt
  • In case we require additional information, we will inform you in writing.
  • Once an assessment and full investigation of your query/claim have been made, we will respond with a decision, normally within a period not exceeding 30 working days from when you first made your complaint.
  • Our final response letter shall indicate, where possible, the reasons and circumstances that have been taken into consideration to reach our decision.
  • Your right to take legal action against us is not affected by making the complaint.

 

STEP 4

If you remain unsatisfied with the outcome, then you may write to the Ombudsperson for Financial Services (OFS). Kindly note that you should have given us the opportunity to address and resolve the matter before going forward with your complaint.

You may write to the Ombudsperson for Financial Services at:

The Ombudsperson for Financial Services
Office of Ombudsperson for Financial Services
8th Floor, SICOM Tower
Wall Street
Ebene

T (230) 460 0473
F (230) 468-6473
E-mail: ombudspersonfs@ofsmauritius.org

 

STEP 5

Enforcement

We take complaints very seriously at Jubilee Allianz General Insurance (Mauritius) Limited and each department including the Complaints Coordinator, Consultants, Heads of Departments, and all other employees, shall adhere to the process within the agreed timeframes as set in this document.  


Note: Complaints are handled free of charge at Jubilee Allianz General Insurance (Mauritius) Limited.