Kganya Botswana Complaints Resolution Policy 2025

5 “Client” of Kganya Botswana means any user, former user or beneficiary of one or more of Kganya’s financial products or services, including a company within the Kganya Group to whom services are being rendered by another Kganya Group company; “IIA” Insurance Industry Act 10 of 2015; “the Insurer” means Botswana Life Insurance Limited, a public company incorporated and registered in terms of the laws of Botswana and a registered long-term insurer company in terms of the IIA; “Kganya” refers to the Kganya Benefits Fund Trust and any of the Kganya Group companies. “Rejected” in relation to a Complaint means that the Complaint has not been upheld and Kganya or the Insurer, as the case may be, regards the Complaint as finalised after advising the Complainant that it does not intend to take any further action to resolve the Complaint. This can arise where Kganya or the Insurer rejects a Complaint without offering to take steps to resolve it because Kganya or the Insurer regards the Complaint as unjustified or invalid. This may also arise where the Client or prospective Client does not accept or respond to Kganya’s or the Insurer’s proposals to resolve the Complaint and Kganya or the Insurer then advises the Complainant that it does not intend to take any further action to attempt to resolve the Complaint. “Service Provider” means another person, company or company within the Kganya Group with whom Kganya (to whose products or services the Complaint relates) has an arrangement in relation to the marketing, distribution, administration or provision of such products or services, regardless of whether or not such other person is the agent of Kganya.