SICOM Group is committed to providing you with an excellent level of service, but we recognise that there may be occasions when you feel we have not achieved the standards of service that you were expecting and you wish to make a complaint accordingly.
In this respect, the Group has set up a Complaints Handling Structure in line with the Ombudsperson for Financial Services Act 2018 and the Guidelines on Complaints Handling Policy and Procedures applicable to Banks and Non-Bank Deposit Taking Institutions licensed by the Bank of Mauritius issued by the Ombudsperson for Financial Services.
We provide you below with a summary of our Complaints Handling System in place within the SICOM Group:
When making a complaint, kindly state its nature and provide us with full details and supporting documents if any. The complaint should be made in writing and sent to us by post or by electronic means as per below contact details:
The Complaints Coordinator
State Insurance Company of Mauritius Ltd | Sir Célicourt Antelme Street, Port Louis
Tel: 2038475 | Fax: 208 7662 | Email: feedback@sicom.mu
The Complaints Coordinator will send you a written acknowledgement of your complaint within 2 working days of receipt of same.
Our aim is to resolve any complaint and inform you of our final response normally within 10 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: 460-0473/74 | Fax number: 468-6473
Email: ombudspersonfs@myt.mu
Full details of our Customer Complaints Procedures are provided in a leaflet that can be obtained upon request from our Complaints Coordinator. Alternatively, you may request for a leaflet by emailing our Complaints Coordinator at feedback@sicom.mu.
We also value your comments on service provided with which you were particularly impressed and would request you to share it with us. Any feedback helps us grow as a customer-focused organisation.
MEMBERS OF SICOM GROUP
State Insurance Company of Mauritius Ltd
SICOM General Insurance Ltd
SICOM Financial Services Ltd