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SureX Complaints Resolution Policy

 

1. Introduction and Objective

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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.

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2. Role of Surex and Guardrisk

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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

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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:

  1. The insurer or service provider has contravened an agreement, law, rule, or code of conduct;

  2. Maladministration, willful, or negligent action or omission has caused harm, prejudice, distress, or substantial inconvenience; or

  3. The person has been treated unfairly.

 

 

4. Definition of a Complainant

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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

 

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5. Outcomes of a Complaint

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5.1 Rejected

  • Complaint is finalized after advising the complainant no further action will be taken.

  • Formal repudiation letter sent.

Types of rejected complaints:

  1. Invalid: Complainant does not respond within 7 days.

  2. 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:

  1. Compensation Payment

    • Contractually due: justified complaint; compensation owed.

    • Not contractually due: no legal standing, but refund or other action taken due to FSP negligence.

  2. Goodwill Payment: No contractual obligation, but FSP addresses extraordinary circumstances.

 

 

6. Categories of Complaints

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  1. Policy or service design

  2. Information provided to policyholders

  3. Advice provided

  4. Policy performance and servicing, including negligence

  5. Administration services (e.g., premium collection)

  6. Policy accessibility, changes, or switches

  7. Complaints handling (complaint about complaint)

  8. Insurance claims, including merit assessment disputes

  9. Other complaints

 

 

7. How to Lodge a Complaint

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  1. Include all relevant information: staff involved, case/product details, supporting documents, relevant dates/times.

  2. Submit complaints via company contact details. Telephone complaints will be recorded in writing.

  3. 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

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  1. Officer introduces themselves and asks preferred outcome.

  2. Respond to questions and request your preferred follow-up method and time.

  3. Feedback expected within 7 days (or 3 days if urgent).

  4. Investigations commence immediately; updates diarized every 7/3 days, then every 14 days if unresolved.

  5. You may escalate internally if dissatisfied.

  6. If rejected, you will receive reference numbers and Ombud/Regulatory contact details.

 

 

9. Complaints Escalation and Review Process

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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):

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):

Personal Information (POPIA):

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10. Record Keeping & Reporting

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  • 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.

CONTACT

PAIA Manual

Overview

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This is the official PAIA Manual implemented for SureX

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Purpose of PAIA Manual

  • To check the categories of records held by a body which are available without a person having to submit a formal PAIA request;

  • have a sufficient understanding of how to make a request for access to a record of the body, by providing a description of the subjects on which the body holds records and the categories of records held on each subject;

  • know the description of the records of the body which are available in accordance with any other legislation;

  • access all the relevant contact details of the Information Officer and Deputy Information Officer who will assist the public with the records they intend to access;

  • know the description of the guide on how to use PAIA, as updated by the Regulator and how to obtain access to it;

  • know if the body will process personal information, the purpose of processing of personal information and the description of the categories of data subjects and of the information or categories of information relating thereto;

  • know the description of the categories of data subjects and of the information or categories of information relating thereto;

  • know the recipients or categories of recipients to whom the personal information may be supplied;

  • know if the body has planned to transfer or process personal information outside the Republic of South Africa and the recipients or categories of recipients to whom the personal information may be supplied; and

  • know whether the body has appropriate security measures to ensure the confidentiality, integrity and availability of the personal information which is to be processed.

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