Kganya Botswana Complaints Resolution Policy 2025

7 Officer, so as to support the fair, objective and transparent resolution of all Complaints or timeous transfer to the Insurer for the same purposes.  The Executive Head: Compliance and Risk Management Division of Kganya Insurance Administrators (Pty)Ltd(RF), will provide an advisory and support function to the Principal Officer, where so required. Procedure All Complaints will be referred to the Principal Officer in writing for resolution. In order to mitigate any risk of uncertainty, any Kganya Botswana Employee receiving a possible Complaint must in all cases clarify with the Complainant whether a Complaint is to be lodged or not. Once established, Complaints must always be accepted and transferred by the Kganya Botswana Employee to the Principal Officer, regardless of their source or nature. Submission of Complaints All Complaints, either directly or indirectly, must be submitted electronically and in writing to complaints@kganya.co.bw Such mailbox will be attended to by the Principal Officer. All Complainants, including from Botswana ZCC members, may submit their Complaints verbally or in person. Where a Complainant submits their Complaint verbally, either in person or by way of a Call Centre, the Kganya Employee receiving the Complaint has the responsibility to transcribe the Complaint on behalf of the Complainant. After transcription of the Complaint, the Kganya Botswana Employee should obtain verification from another Kganya Botswana Employee that the Complaint was transcribed accurately. Such verification will take place