Kganya Botswana Complaints Resolution Policy 2025

10 Following receipt of all necessary information from the Responsible Employee, ensure that the Complaint is judiciously assessed. The Principal Officer is then responsible for either formulating a decision to Reject or Uphold the Complaint or transmitting all relevant information to the Insurer:  Where a Complaint is Upheld, ensure that any commitment by Kganya to make a compensation payment, goodwill payment or to take any other action is carried out without delay and within any agreed timeframes, after consultation with and the consent of the Managing Director of Kganya Botswana . In the event of a dispute, the Group Managing Director will be called upon to make the final decision.  Where a Complaint is Rejected, provide the Complainant with clear and adequate reasons for the decision and inform of any applicable escalation or dispute resolution processes, including how to use them and any relevant time limits.  For purposes of all Complaints where the Insurer is the underwriter, the Principal Officer will collate all information and transmit the Complaint to the Insurer. The Insurer will draft a response to the Complainant, which response the Principal Officer will review. Thereafter, and following agreement, the Insurer will submit the response to the Complainant