Find answers to common questions
Get quick answers to the most frequently asked questions about our insurance policies and services.
General Policy Information
1. How do I purchase an insurance policy?
Visit branches, contact customer service, or apply online. Agents guide through the process to choose a suitable policy.
2. What types of insurance products do you offer?
Life insurance products including funeral, educational, and income protection policies. Directs to a "Products page" or an agent for more details.
3. How do I find out the benefits and exclusions of my policy?
Policy document contains detailed breakdown of benefits, exclusions, and terms. Customer service can provide a summary or clarification.
4. Can I have more than one policy at the same time?
Yes, multiple policies can be held as long as each meets eligibility requirements.
5. How do I update my personal details (address, phone number, email, etc.)?
Update details by visiting branches, contacting customer service, or sending an email request with a National ID card.
Premiums & Payments
6. How can I pay my premiums?
Accepts payments via bank transfer and mobile money. Cash is not accepted.
7. What happens if I miss a premium payment?
If a payment is missed for four continuous months, the policy will lapse.
8. How do I know if my premium has been received?
Payment confirmation is sent via SMS or email once processed. Payment history can also be checked through the customer portal.
Claims Process
1. How do I file for a claim?
Complete a claim form (available online or at any branch) and submit it with required supporting documents to the claims department.
2. What documents are required to process my claim?
Documents vary by claim type but usually include policy number, proof of loss life, and national identification.
3. How long does it take to process a claim?
Claims are typically processed within 3-7 working days once all required documents are received and all investigations are thoroughly done.
4. How will I be informed about my claim status?
We will update you via SMS, email, or phone call at each stage of the process.
5. What should I do if my claim is repudiated?
You will receive a written explanation for the repudiation. If you disagree, you can request a review or lodge an appeal through our complaints process.
7. Is there a waiting period for the policy benefits to be materialized?
Some benefits have waiting periods. The duration will be stated in your policy document.
Renewals & Cancellations
1. Can I cancel my policy at any time?
Yes, you can cancel your policy by submitting a written request.
2. Will I get a refund if I cancel my policy?
Refunds depend on your policy terms and the time of cancellation. Our risk policy has zero refunds and our educational policy has refunds, however, certain administrative fees may apply.
Complaints & Feedback
1. How do I lodge a complaint?
You can lodge a complaint in person, by phone, email, or through our website's complaint form.
2. How long does it take to resolve complaints?
We aim to resolve complaints within 2 working days. Complex cases may take longer, but we will keep you updated.
3. Where can I give feedback on your services?
You can provide feedback via email, our website, or in person at any branch. We value your input as it helps us improve.
Still have questions?
If you couldn't find the answer you're looking for, our customer service team is here to help.