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.

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.

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.

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.