Our Complaints Procedure

In order to establish fair complaint handling procedures and to standardize the management of complaints, Jubilee Insurance (Mauritius) Ltd has adopted this Complaints Handling Procedure.
It is applicable to all written and oral complaints received and any complaint received shall be dealt with an efficient and timely manner. Jubilee is committed to delivering the best possible service to its customers.

Making a Complaint

If you are not satisfied with our standard of service you received, we want to hear from you. A Complaints Coordinator has been identified. Complaints should be made in writing and addressed to:

Information to be provided together with the complaint

• Name, Address and Contact Details
• Nature of complaint
• Specific department, if possible
• Description of complaint

How are complaints handled?

• Once the complaint is received, the Complaints Coordinator shall acknowledge receipt of the complaint within two (2) working days.
• All complaints will be settled within thirty (30) working days.
• If exceptionally, a complaint takes a longer time to be settled, the Complaints Coordinator shall keep the complainant informed of the status on a regular basis.
• Within the thirty (30) working days from the filing of the complaint, the Complaints Coordinator shall inform the complainant of Jubilee’s final decision.

Communication with you

If no settlement has been reached within the thirty (30) working days from the date the complaint has been filed, you are entitled to refer the matter to the Financial Services Commission (FSC).

It is good to note that the FSC will only consider complaints which the Insurance Company has attempted to resolve but has failed or that the complainant is not satisfied with the outcome.

Jubilee Insurance (Mauritius)Ltd is committed to delivering the best possible service to our customers and all of staff have been informed of our complains handling procedures.