SureX Complaints Resolution Policy
1. Introduction and Objective
Surex is committed to a high service standard, rendering financial services with integrity, ensuring the speedy resolution of complaints, and continuously improving processes—even in cases where a complaint may be considered “invalid” under relevant policy wording. Every concern is valuable feedback and is addressed meaningfully.
The objective of this Complaints Resolution Policy is to formalize the process by which dissatisfaction is lodged, acknowledged, investigated, resolved, and leads to overall improvements.
All staff receive extensive training on this policy. The policy is easily accessible to all policyholders and is continuously reassessed by senior management to ensure improvements are actioned based on feedback received.
Treating Customers Fairly (TCF) and the Policyholder Protection Rules (PPR) form part of each employee’s annual performance evaluation and are considered prior to any salary increase or promotion.
Guiding material: TCF Outcomes, FSCA, and PPR.
2. Role of Surex and Guardrisk
Surex has been appointed as a Non-Mandated Intermediary by Guardrisk Life Limited.
-
Surex responsibilities: Handling complaints relating to Surex’s own services, advice, and administration.
-
Guardrisk responsibilities: Handling complaints related to the Insurer, policy terms, claims, regulatory matters, and legal issues. Surex will fully cooperate with Guardrisk in any matter that requires escalation.
All complaints lodged with the Ombudsman, FAIS, FSCA, or relating to Guardrisk policies/claims are to be handled exclusively by Guardrisk. Surex must forward all relevant documentation to Guardrisk within 24 hours of receipt.
No service fee is charged for registering a complaint.
3. Definition of a Complaint
A Complaint in terms of PPR is an expression of dissatisfaction to an insurer or, to the knowledge of the insurer, to the insurer’s service provider relating to a policy or service, which indicates that:
-
The insurer or service provider has contravened an agreement, law, rule, or code of conduct;
-
Maladministration, willful, or negligent action or omission has caused harm, prejudice, distress, or substantial inconvenience; or
-
The person has been treated unfairly.
4. Definition of a Complainant
A Complainant is a person with a direct interest in the policy/service or someone acting on their behalf, including:
-
Policyholder or premium payer
-
Beneficiaries
-
Policyholder’s spouse or registered dependents
-
Potential policyholders with dissatisfaction relating to applications, marketing, or advice
5. Outcomes of a Complaint
5.1 Rejected
-
Complaint is finalized after advising the complainant no further action will be taken.
-
Formal repudiation letter sent.
Types of rejected complaints:
-
Invalid: Complainant does not respond within 7 days.
-
Unjustified: Complaint cannot be resolved; policyholder treated fairly; no further action possible.
5.2 Upheld
-
Complaint is successful either wholly or partially.
Types of upheld complaints:
-
Compensation Payment
-
Contractually due: justified complaint; compensation owed.
-
Not contractually due: no legal standing, but refund or other action taken due to FSP negligence.
-
-
Goodwill Payment: No contractual obligation, but FSP addresses extraordinary circumstances.
6. Categories of Complaints
-
Policy or service design
-
Information provided to policyholders
-
Advice provided
-
Policy performance and servicing, including negligence
-
Administration services (e.g., premium collection)
-
Policy accessibility, changes, or switches
-
Complaints handling (complaint about complaint)
-
Insurance claims, including merit assessment disputes
-
Other complaints
7. How to Lodge a Complaint
-
Include all relevant information: staff involved, case/product details, supporting documents, relevant dates/times.
-
Submit complaints via company contact details. Telephone complaints will be recorded in writing.
-
You will receive an SMS confirming receipt, with the contact details of the assigned officer, who will call within 2 working days.
Surex Contact Details:
-
Telephone: 010 822 2686
-
Email: Melissa@surex.insure
-
Address: 14th Avenue, Constantia Office Park, Weltevredenpark, Roodepoort
8. Internal Complaints Handling Process
-
Officer introduces themselves and asks preferred outcome.
-
Respond to questions and request your preferred follow-up method and time.
-
Feedback expected within 7 days (or 3 days if urgent).
-
Investigations commence immediately; updates diarized every 7/3 days, then every 14 days if unresolved.
-
You may escalate internally if dissatisfied.
-
If rejected, you will receive reference numbers and Ombud/Regulatory contact details.
9. Complaints Escalation and Review Process
If dissatisfied with outcome:
Insurer Contact (Guardrisk):
-
Tel: 0860 333 361
-
Email: complaints@guardrisk.co.za
-
Address: The MARC, Tower 2, 129 Rivonia Road, Sandton, 2196
-
Postal: PO Box 786015, Sandton, 2146
Ombudsman Contacts:
Claims/Service Related (NFOS):
-
Tel: 0860 800 7708
-
Email: info@nfosa.co.za
-
Website: www.nfosa.co.za
Product/Advice Related (FAIS):
-
Tel: 012 762 5000 | Share call: 0860 663 274
-
Email: info@faisombud.co.za
-
Postal: Private Bag 41, Menlyn Park, 7735
Market Conduct (FSCA):
-
Tel: 012 428 8000
-
Email: info@fsca.co.za
Personal Information (POPIA):
-
Tel: 012 023 5200
10. Record Keeping & Reporting
-
Record all reportable complaints: details, evidence, correspondence, categorization, progress, TAT adherence.
-
Maintain ongoing data on received, upheld, rejected, escalated complaints, and Ombud outcomes.
-
Record all compensation and goodwill payments.
-
Ensure complaints are used to monitor conduct risk and improve policyholder outcomes.
About Us
Financial Planning done the right way
Welcome to SureX, where life insurance meets personalized protection! At SureX, we recognize that every individual's financial journey is unique. That's why we've revolutionized life cover to be as individual as you are.
Gone are the days of one-size-fits-all solutions. Our innovative approach allows us to craft life cover tailored precisely to your specific needs. Whether you're looking for mortgage protection, education funding, or ensuring your loved ones' financial security, we've got you covered.
SureX is backed by Guardrisk Life Limited, a licensed life insurer, and authorized financial services provider. But what truly sets us apart is our journey – 7 years in the making. From the collaborative efforts of award-winning financial advisors and esteemed actuaries, SureX emerged as a product designed to address real needs in financial planning. It's the product you've been waiting for, the way financial planning should have been done long ago.
Our market focus extends across both governmental and private sectors, with a strong presence throughout South Africa. In the past 4 years alone, we've set the industry standard with our Education Protection policies, offering unique solutions that have become the benchmark for the market.
Experience the SureX difference today and let us tailor a personalized protection plan that aligns perfectly with your financial goals and aspirations.
Build to protect you and your family
Welcome to SureX, where your well-being is our priority. We understand that life's uncertainties can be daunting, which is why we go beyond just selling insurance – we provide you with the peace of mind you deserve.
At SureX, we believe in safeguarding not just your finances, but the well-being of you and your loved ones. Our commitment to protection is deeply rooted in a genuine concern for your welfare. We're not just a company; we're your partner in navigating life's twists and turns.
With us, you're not just a policyholder; you're part of our family. We're here to offer you more than just financial support; we're here to lend a helping hand and provide the human touch when you need it most. Because at SureX, your well-being is not just a priority – it's our purpose.
Choose SureX for the assurance that your family's future is in caring hands. Experience the difference that comes from a company that truly puts you first. Your well-being matters, and we're here to ensure it's protected every step of the way.
Innovation
SureX, we're not just in the business of insurance; we're pioneers of innovation, shaping the future of protection through cutting-edge technology and intuitive product design.
Our approach is simple yet revolutionary: we listen. We understand that every client is unique, with distinct needs and aspirations. That's why we harness the power of data and technology to tailor our offerings precisely to what you need.
Through advanced analytics, we anticipate your requirements, ensuring that our products and services evolve alongside your life's journey.
But innovation doesn't stop there. We're constantly pushing boundaries, exploring new ways to enhance your experience and provide unparalleled value.
At SureX, we don't just follow trends – we set them. Our dedication to innovation is matched only by our passion for serving you better. Because when it comes to your protection and peace of mind, nothing is more important to us than staying ahead of the curve. Welcome to a new era of insurance, where innovation meets intuition, and your needs always come first.
Optimization the best way
Explore the SureX distinction: our dedication lies in customizing life policies to fit your unique needs, ensuring accessibility without compromise.
We understand the importance of securing your future without draining your finances. At SureX, we prioritize your peace of mind by offering sound financial guidance and crafting comprehensive policies that truly safeguard what matters most—your family's security.
Product Design
The only way to structure Insurance
DebtProtect
With DebtProtect, you can rest assured knowing that your debts will be taken care of in the event of your passing or should you face disability.
Life is unpredictable, but your financial security shouldn't be. DebtProtect steps in to settle your outstanding debts, providing much-needed relief to your loved ones during a challenging time.
Whether it's mortgage payments, loans, or other financial obligations, we've got you covered.
Choose DebtProtect from SureX and gain the peace of mind you deserve, knowing that your financial legacy will remain intact no matter what life throws your way
LifestyleProtect
Designed with your well-being in mind, Lifestyle Protect steps in to safeguard your lifestyle in the event of your passing or disability.
We understand that major lifestyle changes can be overwhelming, but with Lifestyle Protect, you can transition with confidence.
Whether it's maintaining your standard of living, covering essential expenses, or ensuring your family's financial stability, we're here to provide the support you need when you need it most.
FamilyProtect
Introducing FamilyProtect by SureX – your family's lifeline during life's most challenging moments.
With FamilyProtect, you can ensure that your loved ones receive a stable monthly income in the event of your passing, helping them maintain their lifestyle and meet essential expenses with ease.
Whether it's covering household bills, education expenses, or everyday necessities, our monthly income benefit ensures that your family can continue to thrive, even in your absence.
Don't leave your family's future to chance. Rest easy knowing that you've taken proactive steps to safeguard their financial well-being.
EducationProtect
This groundbreaking solution ensures your child's education journey is never compromised, no matter what life brings.
Our unique product not only covers your child's education fees in the event of your passing from birth but also seamlessly converts to life cover if you're still here when your child completes their educational journey.
With Education Protect, your child's future is secured from the start. Plus, our product comes packed with additional benefits to ensure your original plan for them remains intact.
Choose Education Protect from SureX and give your child the gift of a bright and uninterrupted educational path.
