Kganya Botswana Complaints Resolution Policy 2025

9 processes that will be followed in handling the Complaint. This may include notice of reversion to the Insurer in the case of certain Complaints. Deal with, or ensure that the Insurer deals with, Complaints effectively and within the shortest reasonable time period. For non-IIA related Complaints this should be no longer than 2 weeks from receipt. IIA related Complaints should be addressed within 6 weeks . Where applicable, keep Complainants adequately informed of the progress of their Complaint and of Kganya’s decision in response thereto. Where resolution takes longer than expected, the Complainant must be informed of the causes of the delay and provided with revised timelines. Enter all Complaints into the Complaints Register maintained by himself/herself. The Complaint must be categorised in the Complaints Register as an IIA, External or Internal Complaint. Ensure that the Complaint is fully understood in terms of the Complainant’s specific grievances as well as the originating areas of the business. Refer the Complaint to the appropriate Responsible Employee within 24 hours of receipt of a Complaint. All referrals should ensure, where applicable, that the line Manager of the Responsible Employee is included in all correspondence. Liaise with the appropriate Responsible Employee in order to obtain all information required to assess the Complaint fairly and objectively and to support thorough investigation by the Principal Officer or the Insurer. The Responsible Employee must provide, to all extents possible, all relevant information and related queries within 72 hours of receipt of the Complaint to the Principal Officer.