We strive to provide a consistently high quality of service to our clients, and invest time to fully understand their needs and build an effective working relationship. We know you, our client, value good service and we want to provide you with a personalised, seamless experience that makes your life easier.

At all times, you can expect our staff to:

• Be responsive to your needs
• Act in a professional and courteous manner
• Demonstrate integrity
• Respect the confidentiality of information you provide to us

This Charter will be reviewed annually.

We are committed to:

• Being available to talk to you from 08:00 – 17:00, Monday to Friday
• Answering our calls promptly. If no-one is available immediately to address your query, we’ll find an appropriate staff member to contact you as soon as possible
• Returning calls by close of business on the same day
• Responding to all written communication within five working days
• Being friendly, courteous, fair and impartial
• Treating you with dignity and respect
• Behaving with honesty and integrity
• Identifying ourselves when we talk to you
• Having trained and professional staff

Whatever the stage of your transaction, we will:

• Stay in touch with you and regularly update you on the status of your transaction
• Encourage you to call us or write to us with any enquiries you may have
• Be happy to welcome you at our various offices. You can make an appointment by calling the staff member you are dealing with, the manager, or the main switchboard

We are committed to:

• Providing information about our products and services in plain language, allowing you to make informed decisions
• Ensuring our customer contracts do not contain unfair terms
• Explaining what you need to know and what you need to do
• Assisting you in any way we can to make your life easier

We are committed to:

• Protecting your personal information and not disclosing it to anyone without your consent, unless the law requires us to do so
• Providing you with access to your personal information and taking the necessary steps to update your records regularly
• Having our performance with regards to privacy independently audited
• Not contacting you for marketing purposes if you tell us you do not wish to receive such information

We are committed to:

• Dealing with your concerns and complaints promptly and fairly, and courteously informing you of how we propose to act, how long it will take and what the outcome will be.
• Learning from your concerns and complaints and using them to improve our business

We’ll make timely decisions and do our best to meet your turnaround requirements. If we’re unable to do so, we will explain why and tell you when you can expect to receive a response. When making decisions, we often need to request information from you. We will ensure that our requests for information are stated clearly.

To inform you about our services and any new developments within Sanlam in Uganda, we will:

• Publish brochures on our products
• Provide an annual report including our financial statements to parties on request
• Maintain the Sanlam Uganda website

We will consult our clients regularly about how well our products and services are meeting their needs and requirements.

We need to work in partnership with you to meet our service commitments. You can help us support you by:

• Treating our staff with courtesy and respect
• Having your policy or reference number ready whenever you contact us (if you are already a customer)
• Calling us first if you have any questions, as this may save you time. Our website may also have the information you need
• Telling us as soon as possible if any mistakes have been made
• Reading all the information we give or send to you
• Replying to our requests on time

You can help us by promptly:

• Providing information that is complete and accurate
• Advising us of any changes in information

We will seek to advise you upfront of all information requirements. Sometimes we may have to ask you for further information, which we could not have anticipated originally. If we require additional information, we’ll inform you promptly.

We welcome your feedback as an opportunity to improve our service. If you’re unhappy with our service for any reason, we’ll seek to address your concerns. You can provide feedback through any of the following channels:

• Inform the staff member who is handling your transaction, or the manager
• Visit or contact us

Simply contact us, Sanlam Life Insurance or Sanlam General Insurance through email, telephone, or by visiting one of our offices.

We will at all times have a decision maker available to respond to your needs. We will respond in detail by phone you or writing to you. All written customer enquiries are handled within five working days.

We value the personal information you give us and will take all reasonable precautions to prevent unauthorised access to that information.

Sanlam in Uganda endeavors to resolve all disputes quickly and fairly. To assist in this, we maintain a free and accessible internal dispute resolution process.

Should you want to use this service, please contact us. For further details, please read our “What to do if you don't agree with our decision” below.

What to do if you don't agree with our decision

Here’s how the Sanlam in Uganda’s Consumer Appeals Service helps you if you are dissatisfied with the results of your dealings with us ...

Who do you talk to?
If you are unhappy with anything we have told you or done for you, please contact us and tell us. We should mostly be able to sort out the matter to your satisfaction.

The Sanlam General Insurance Customer Ombudsman
If you are still not satisfied with our help with your general insurance query, you can call, write to or email the Sanlam General Insurance Customer Ombudsman with the details. The Customer Ombudsman acts with the authority of Sanlam General Insurance’s CEO in dealing with disputes. Our Customer Ombudsman will respond in detail to you within five working days of receiving your letter or email.

Appealing to the independent dispute resolution scheme
If you disagree with our Customer Ombudsman’s decision, you can appeal to the Insurance Regulatory Authority. The Insurance Regulatory Authority administers an insurance industry dispute resolution scheme. There is no charge for using this service. Kindly also note that all our policy contracts include an Arbitration/ Dispute resolution clause.

Are any decisions binding?
You don’t have to accept any decision Sanlam Life Insurance, Sanlam General Insurance or the Sanlam General Insurance Customer Ombudsman makes. You always have the option of seeking remedies elsewhere. Any decision Sanlam in Uganda or the Insurance Regulatory Authority makes is binding on Sanlam in Uganda, provided you also accept the decision.