Kganya Botswana Complaints Resolution Policy 2025

6 “Upheld” in relation to a Complaint means that the Complaint has been finalised in such a manner that the Complainant has explicitly accepted that the matter is fully resolved or that it is reasonable for Kganya or the Insurer to assume that the Complainant has so accepted. A Complaint should only be regarded as Upheld once any and all undertakings made by Kganya or the Insurer to resolve the Complaint have been met. COMPLAINTS MANAGEMENT PROCEDURE (CMP) Intention The intention of the CMP is that –  All Complaints will be handled in accordance with the CMP.  The Board of Directors of Kganya Botswana will approve and endorse the CMP and any changes thereto and will review it on a regular basis.  Responsibility for oversight, implementation, operation and monitoring of the CMP will rest with the Kganay Botswana Princiapl Officer, to ensure that the CMP is adhered to fairly, objectively and transparently and that any conflicts of interest are identified and mitigated.  The Principal Officer will on a regular basis report to the Kganya Board on Complaints received by Kganya Botswana, or the Insurer and resolution thereof.  The responsibility for handling all Complaints will rest with the Principal Officer.  Responsible Employees, where requested by the Principal Officer, will provide all required Complaint related information to the Principal