What is the complaint procedure at SICOM Group?

SICOM Group is committed to providing you with an excellent level of service, but we recognise that there may be an occasion when you feel we have not achieved the standards of service that we aim to deliver to you and you wish to make a complaint accordingly. In this respect, the Group has set up a Complaints Handling Structure in line with the Guidelines issued by our Regulators, the Financial Services Commission and the Bank of Mauritius.


We provide you below with a summary of the Complaints Handling System in place within SICOM Group:

• The complaint should be sent in writing to our Complaints Coordinator / Officer by registered post with advice of delivery. When making a complaint, kindly state its nature and provide us with full details and supporting documents if any. 

• The Complaints Coordinator / Officer will send you a written acknowledgement of your complaint within 3 working days of receipt of same.

• Our aim is to resolve any complaint and inform you of our final response normally within 30 working days of receipt of the complaint.

There will however be occasions where you may remain dissatisfied with our response, in which case you may refer your complaint to the:

Office of Ombudsperson for Financial Services
8th Floor, SICOM Tower
Wall Street, Ebène
Telephone number : 468-6475 | Fax number : 468-6473
Email : ombudspersonfs@myt.mu

We also value your comments on service provided with which you were particularly impressed. Constructive feedback helps us grow as a customer-focused group.

Full details of our Customer Complaints Procedures are provided in a Customer Feedback leaflet that can be obtained upon request from our Complaints Coordinator / Officer.

Alternatively, you may request for a leaflet by emailing our Complaints Coordinator / Officer at feedback@sicom.intnet.mu

MEMBERS OF SICOM GROUP

State Insurance Company of Mauritius Ltd

SICOM General Insurance Ltd

SICOM Financial Services Ltd

What is meant by ‘Constat à l’amiable’?
According to the Road Traffic (Amendment No. 3) Act 2003, new regulations will be applicable to motor vehicle road accidents as from 1st August 2004. The Agreed Statement of Facts ( Constat à l’amiable) has been devised to make procedures easier in cases of minor road accidents where no police intervention is required.

Where can I find forms for ‘Constat à l’amiable’?
You can have a form from your nearest filling station or contact directly SICOM.

A ‘Constat à l’amiable’ Form should NOT be filled in where

• More than 2 vehicles are involved in the accident

• the driver of the other vehicle does not agree with you on how the accident happened

• the driver appears to be under the influence of alcohol or drugs

• there are casualties ( fatal, serious or slight injuries)

• there is damage to structure and property other than the vehicles ( e.g. traffic signs, guardrails, kerbs, boundary walls, gates etc.)

• a State–owned vehicle is involved in the accident

• any of the motor vehicles does not have a valid insurance vignette

• one of the drivers does not hold a valid driving licence

What can I do if I need more clarifications for the ‘Constat à l’amiable’?
Call immediately the Insurance Hotline on 203 9011 where assistance will be given to you.

The Insurance Code of Practice is effective as from 1st December 2019 and aims to provide clear and consistent standards for the insurance industry for a more informed relationship between insurers and their policyholders.

As a Private Car Comprehensive Insurance Policyholder, you are entitled to a complimentary Roadside Assistance Service through our service provider.

If you are on the move and an accident or a simple breakdown brings you to a standstill, our service provider will deal with the problem quickly and efficiently.

What should I do in Case Of Accident or Vehicle Breakdown?

Call Us on 8995  - Roadside Assistance will assist you whenever your car is immobilized following an accident or a breakdown. SICOM GIN has entrusted the service to a professional in the field.

Our service provider will send a mechanic to attend to basic problems that can be resolved at the roadside. The cost of any spare parts, battery or petrol is to be borne by you.

In case of accident or breakdown that cannot be repaired on site, your vehicle will be towed to the destination agreed (garage, car dealer, salvage yard, etc).

What is covered in the Roadside Assistance Service?

24/7 repair on site

• Your vehicle runs out of petrol
• Flat battery
• Flat tyres

You are entitled to 3 Roadside repairs within 1 annual period of insurance

24/7 Towing Services

• Accident or breakdown that cannot be repaired on site

You are entitled to 3 Towings within 1 annual period of insurance

Taxi services
In case the breakdown cannot be resolved or in case of accident, if required, our service provider will arrange a taxi for you and your passengers (at your own cost).

How to benefit from Roadside Assistance services?

IN CASE OF ACCIDENT & VEHICLE BREAKDOWN...

Simply call us (24/7) on 8995. Before contacting us, make sure you have the following information handy:

The registration number of your vehicle

• The make/model
• Details of the event
• Exact location
• A contact number
• The insurance policy number

What you are covered for?

• 3 Roadside repairs within 1 annual period of insurance
• 3 Towings within 1 annual period of insurance

What is not covered?

• Vehicles other than private cars and SUVs
• Off road rescue cases
• Cost of spare parts, including battery
• Cost of petrol for refuelling
• Unattended vehicles
• Unregistered vehicles