ESRIC CUSTOMER COMPLAINTS PROCEDURE

Follow these quick and easy steps to let us know of your query, complaint, or compliment

STEP ONE

Visit any of the ESRIC branches near you, and talk to the following people to raise your query

  • Mbabane Head Office
    • Life Department request to see the Life Manager
    • The Underwriting Department request to see the Underwriting Manager
    • The Claims Department ask to see the Claims Manager
  • In the Manzini branch request to see the Branch Manager
  • The Nhlangano branch ask for the Administrator
  • Provide a detailed account of your query either verbally or in writing
  • For a written query, request for a Complaint /Comment book and complete it or
  • SMS 2600, put Visit and write your complaint (SMS is Free)
  • WhatsApp, your complaint to 7602 6464/76026363

    • OR

  • Telephone: Call our branches during working hours (8 am-5 pm) at 2404 1600 and ask for either the following departments: Life, Underwriting, Claims department, Manzini or Nhlangano Branch
  • Letter: Write a letter to:
    The Customer Service Department
    Eswatini Royal Insurance Corporation
    P. O. Box 917
    Mbabane
    Email: customerservice@sric.sz

STEP TWO

In the event that you are not satisfied with the outcome (or lack thereof) from Step One, escalate the matter, and contact:
The Marketing & Corporate Communications Manager
Tel:2404 5486 /7802 0710
Email: marketing@sric.sz
To expedite the resolution of your complaint, it is suggested that you avail the following;

  • o Adequate details regarding your complaint, including dates and or times of the key events where applicable.
  • o Any relevant document you may have to support your claim/s
  • o The name of any person you have contact with regarding the raised matter including relevant dates and times.
  • o What you believe to be a fair resolution to the concerns you have raised
Depending on the query, the following will be considered by ESRIC in making a decision and/or giving feedback to the customer;

  • Description of the query (please provide as much information as possible)
  • Insurance Act 2005
  • Financial Services Regulatory Act 2010
  • The Terms and Conditions of the Policy undertaken
  • Any other relevant statute and legislation of Eswatini
ESRIC employees will endeavour to resolve your complaints within 2 business days. However, some complaints may take more time to resolve depending on the complexity of the issue. If we anticipate that your complaint will take longer than 14 days to resolve, we will contact you within this time to provide you with an update on the progress. Should it take longer than 30 days we will contact you in writing to provide feedback on the progress as well as the reason(s) for the delay.

STEP THREE

In spite of the efforts made to resolve your query, if you believe that we have not dealt with your complaint satisfactory, you can further escalate your query to General Manager, in a letter addressed as stated below;
The General Manager
Eswatini Royal Insurance Corporation
Insika Building
Somhlolo Road, Mbabane
Tel: 2404 3231
Email: info@sric.sz

STEP FOUR

Further, if a resolution (or lack thereof) from the General Manager is not satisfactory, customers are at liberty to escalate the matter to the regulator:
The Office of the Ombudsman 3rd Floor, West Wing, lngcamu (PSPF) Building, Mhlambanyatsi Road, Mbabane Email: info@ombudsfs.org.sz Telephone: [00268] 2404 7653 / 2404 4464 Fax: [00268] 2404 0636 Postal Address: P.O. Box 8490, Mbabane H100



ABRIDGED VERSION CUSTOMER COMPLAINTS PROCEDURE