AGM ’s complaints procedure is in line with the provisions of the FAIS General Code of Conduct as contained in the Financial Advisory and Intermediary Services Act 37 of 2002, the Policyholder Protection Rules, 2004 (Short Term Insurance Act 53 of 1998) and section 13 of the SAIA Code of Conduct. The way in which a client can lodge a complaint and the time frames attached thereto are set out in the statutory disclosure documents forming part of the client’s policy documentation and this information is also made available to the client whenever a claim is rejected or a complaint is not resolved to the satisfaction of the client.

Any client who wishes to lodge a complaint against AGM or any of its employees must lodge such complaint in writing.

The complaint must provide full details of the circumstances and events to which the complaint relates and be accompanied by relevant supporting documentation.

The client is entitled to make a written complaint related representations within 90 days of notification of a claim rejection decision.

All complaints will be entered into a formal complaints register.

Non-routine serious complaints will be handled by appropriately senior staff with adequate expertise, training and experience to resolve the matter expeditiously.

The client will be kept informed of the progress of the complaint on a regular basis and at least every 14 days.