COMPLAINTS RESOLUTION POLICY

The purpose of the Complaint Resolution Policy is to ensure compliance with the Long-Term Insurance Act, Financial Advisory and Intermediary Services Act (FAIS), the Policy Holder Protection Rules for Long-Term Insurance and any other applicable legislation. We have embedded the Principals of TCF (Treating Customers Fairly) into our culture and it forms the foundation of our commitment to our policyholders.

COMPLAINTS PROCEDURE

In order for a complaint to receive the attention on that it deserves, we request that your complaint is submitted in writing, written or typed by the client or a complaints document will be provided to you by the office.

Please address your written complaint to: The Complaints Department – complaints@dignitygroup.co.za/ Fax: 086 762 1653

The following information must be provided in order for us to assist you:

Your name, surname, contact details and confirmation of where communication must be sent to
A complete and detailed description of your complaint and supporting documentation.
Once received by us, the complaint will be acknowledged within three weeks days of receipt.
The complaint will be assessed and, if a valid complaint, will be lodged into our complaints register.
The complaint will be allocated to a trained and skilled person who specializes in that type of complaint. This may not necessarily be the person to whom you addressed the complaint.
The complaint will be investigated and we will revert to you with our findings within six (6) weeks. You may be requested to provide additional information before we provide you with a final resolution. If we require further time to investigate the complaint, this will be communicated to you in writing.
You will receive a response in writing with full reasons.

If not satisfied with the response, you may refer your matter to the Ombud or Ombudsman, do so within a period of six months.
The Ombud/Ombudsman Oces may be contacted as follows:
The Office of the Ombud for Financial Service Providers P.O. Box 74571, Lynnwood Ridge, 0040 Tel: 0860 324 766 Fax: (012) 348 – 3447. E-mail: info@faisombud.co.za www.faisombud.co.za

What kind of complaints does the Ombud consider?

The complaint must relate to financial advice or intermediary service rendered and must have the following content: that the financial services provider contravened the Financial Advisory and Intermediary Services Act which resulted/ may result in the complainant suffering financial damage. That the financial services provider negligently or intentionally provided advice or an intermediary service that caused/ may cause prejudice or damage to the complainant. The complainant was treated unfairly.
The complaint must not be about the investment performance of the financial product, unless, financial performance was guaranteed; or the financial performance was so deficient that it creates the presumption that there has been misrepresentation, negligence or mal-administration on the part of the person complained against.

Appeals to Board of appeal

It is possible to appeal to the Board of Appeal, only if the Ombud gives leave to appeal. If the Ombud refuses, the chairperson of the Board of Appeal can be requested for permission to appeal.
Application for leave to appeal must be made to the Ombud within 1 month of the Ombud’s determination.If the Ombud refuses leave to appeal, application for leave to appeal may be made to the Chairperson of the Board of Appeal, within 1 month of the Ombud’s refusal – the applicant must inform the Ombud of his application.
A determination by the Board of Appeal has the same status as a judgement of a civil court.

Reg. 2017/085106/07 Dignity Group is an authorized Financial Service Provider 44875
Main Office: Unit one, 8 Balfour Road, Vincent, East London Telephone: 0861 777 100 Fax: 086 219 6250 Email: info@dignitygroup.co.za
Postal Address: Post net Suit 307 Private Bag 9063 East London 5200.

1+9 Burial Plan

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About 1+9 Burial Plan

*This product provides cover for you, as the policyholder, your spouse, children or extended family members who are below the age of 65 years..
*Claim payouts for children aged between 0-5 years is 25%, for ages between 6-13 years is 50% and for age 14 years and older is 100% of total sum insured.

Benefits

Policy holder must be the premium payer
Maximum age of entry for all policy members is 64 years.
All member’s full I.D number will be required at application stage.
Your policy incepts on the 1st day of the month in which your first premium is paid.
There is 6 months waiting period for natural deaths. Waiting period is calculated from policy inception. Policy must have completed a period of 6 calendar months and must have 6 premiums paid in full, to qualify for a claim.
A 6 months waiting period for all members pertaining to natural death is applicable.
Accidental deaths are covered upon receipt of the first premium and policy must be active. There is a 12 months waiting period applicable for death by suicide.

Administered by Dignity Group, an authorised financial services provider FSP 44875 and underwritten by King Price Life Insurance Limited, a licensed insurer in terms of the Insurance Act, 2017. Registration Number 1948/029011/06 (Authorised FSP: No 47235).

Pensioner Plan

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About Pensioner Plan

*A maximum of 10 children will be covered per policy. Children will enjoy cover up to the age of 21 years unless they are full time students then the cover will continue up to 25 years subject to proof being supplied.
*Claim payouts for children aged between 0-5 years is 25%, for ages between 6-13 years is 50% and for age 14 years and older is 100% of total sum insured.

Benefits

Policy holder must be the premium payer
Maximum cover for additional children is R5000.
All children covered in this policy must either be biological or legally adopted children.
Your policy incepts the month we receive the first premium.
Waiting period is calculated from the inception date. A policy must have completed a period of 6 calendar months and must have 6 premiums paid in, to qualify for a claim.
A 6 months waiting period for all members pertaining to natural death is applicable.
Accidental death will be covered after the first premium has been received, policy must be active
12 months waiting period for death by suicide
A life insured enjoys cover if premiums are paid
Should the insured amount be increased at any time, a new waiting period will apply to the increased portion of the insured amount.
Should an additional member be added after the inception of the policy, a new waiting period will apply to the additional person.
When your policy misses one (1) month’s premium payment and, in case of a claim, the value of the outstanding premium will be deducted from the claim amount.
Should the next premium not be received on the premium due date, such policy will lapse. A lapsed policy is considered cancelled and no further collection attempts will be made.
If a premium under a policy has not been paid on its due date, the policyholder will be informed within 15 days after missing the premium payment of the outstanding premium due.
If the Policy benefit lapses due to non-payment of premiums, the Policyholder may apply for reinstatement of cover
Reinstatement will be allowed within 2 months from the effective lapse date, without imposing a new waiting period. The remaining period of a waiting period that had not yet passed at the time of lapse, will however still apply and outstanding premiums have to be paid in order for a reinstatement of cover to occur. Reinstatement of cover is not allowed at claim stage.

Kin Care Plan

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About Kin Care Plan

Cover is applicable for a Family or a Single parent, extended family and up to 10 own, legally adopted, or foster children.

*Cover for children continues after the age of 21 years.

Benefits

Cover is applicable for a family, single parent, extended family and up to 10 own, legally adopted or foster children.
Your policy incepts on the 1st day of the month in which your first premium is paid.
There is 6 months waiting period for natural deaths. Waiting period is calculated from policy inception. Policy must have completed a period of 6 calendar months and must have 6 premiums paid in, to qualify for a claim.
12 months waiting period is applicable for death by suicide. Accidental deaths are covered upon receipt of first premium, policy must be active.
Minimum premium per policy is R 99.

Single Family Plan

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About Single Family Plan

This product provides cover for you as the policyholder, your spouse, children, and extended family members.

Benefits

This product provides cover for you as the policyholder, your spouse, children, and extended family members.
Your policy incepts on the 1st day of the month in which your first premium is paid.
There is 6 months waiting period for natural deaths. Waiting period is calculated from policy inception. Policy must have completed a period of 6 calendar months and must have 6 premiums paid in full, to qualify for a claim.
12 months waiting period is applicable for death by suicide. Accidental deaths are covered upon receipt of first premium, policy must be active.
Minimum premium per policy is R 99.

My Family 4 & 6

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About My Family 4 & 6

My family 4 and my family 6 provides cover for you as the policy holder, your immediate family and extended family members all under the age of 65 years.
Additional extended family members below 85 years may be added at an additional cost.
Your policy incepts on the 1st day of the month in which your first premium is paid.
There is 6 months waiting period for natural deaths. Waiting period is calculated from policy inception.
Policy must have completed a period of 6 calendar months and must have 6 premiums paid in, to qualify for a claim.
Accidental deaths are covered upon receipt of the first premium and policy must be active. There is a 12 months waiting period applicable for death by suicide.
Minimum premium per policy is R 99.

My Family Cash Back Plan

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About My Family

My Family plan provides cover for a policyholder, his/her immediate family and extended family members.
Maximum entry age for Policyholder and Spouse is below 70 years.
Maximum entry age for any Extended Members on the Family plan is below 85 years.
A maximum of 6 children will be covered under the immediate family package.
Your policy incepts on the 1st day of the month in which your first premium is paid.
There is 6 months waiting period for natural deaths. Waiting period is calculated from policy inception. Policy must have completed a period of 6 calendar months and must have 6 premiums paid in, to qualify for a claim.
12 months waiting period is applicable for death by suicide. Accidental deaths are covered upon receipt of first premium, policy must be active.
Minimum premium per policy is R 99.
Policyholder will receive a cash back benefit after 60 months, if all 60 premiums have been paid and there were no claims during the 60 months period.

COMPLAINTS RESOLUTION POLICY

COMPLAINTS PROCEDURE

What kind of complaints does the Ombud consider?

Appeals to Board of appeal

Contact Us

Head Office