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: firstname.lastname@example.org
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
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 email@example.com.
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
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
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.
As a Private Car Comprehensive Insurance Policyholder, you are entitled to a complimentary Roadside Assistance Service.
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.
Our Roadside Assistance Service will assist you whenever your car is immobilized following an accident or a breakdown.
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?
24/7 repair on site
You are entitled to 3 Roadside repairs within 1 annual period of insurance
24/7 Towing Services
You are entitled to 3 Towings within 1 annual period of insurance
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).
Click here for details on the complimentary service
What is the minimum amount of deposit that is accepted?
The minimum amount that can be deposited is Rs10,000.
Is the interest rate fixed or variable?
The interest rate remains fixed throughout the whole term of the deposit.
Is there any penalty if I want to withdraw my deposit before term?
In case of early withdrawal of your deposit, the interest rate will be re-calculated at the prevailing savings rate or the rate which was applicable for the time period from which the deposit was placed until it is cancelled, whichever is the lower.
What is a Lease?
A lease is a legal contract between the owner (Lessor), and the lessee (Customer) allowing the lessee to use a specific asset in consideration of rental payments over a pre-determined period of time while the lessor retains legal ownership of the asset.
Type of Lease
Finance Lease - A Finance Lease is an agreement stipulating that the lessee has to pay regular instalments to the less or over a pre-determined time period. It allows the lessee to make full use of the asset and disclose the assets in its books. The lessee has the option to acquire the vehicle at the end of the lease period by paying the residual value.
How to apply for a Lease?
Applications can be made by printing the attached documents relevant to you (i.e individual or corporate). Once you have completed the application form, it must be duly signed and returned with all the relevant documents.
Please ensure that you have submitted all the relevant documents to enable us to proceed rapidly with your application.
Do I need a security?
The leased asset is our 'security'.
What is the maximum amount I can get?
We can finance up to 100% of the Ex-VAT cost of the asset depending on your repayment capacity and the risk related to the asset financed.
What are your interest rates?
The interest rate is determined by the asset financed, risk related to the asset, your credit history, stability and ability to service the loan. Once you have submitted your application, we can assess it and provide you before you are committed to proceeding with the loan.
Can I settle the loan early?
Yes. You can repay your loan early.
If you want to settle your loan, you must repay the whole amount due. You must contact us to calculate the exact amount due as you pay interest up to the day you settle your account. There are other charges involved if you wish an early settlement. Consult your lease agreement for further details.
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