COMPLAINTS HANDLING

One of the key mandates of the Insurance and Pensions Commission is to protect the interests of policyholders and pension scheme members. To this end, the Commission has established dedicated Market Conduct Units within the Insurance and Pensions departments to ensure a sharp focus on market conduct issues. Among the Units’ responsibilities is, receiving and handling complaints lodged against IPEC’s regulated entities.

If a policyholder or pension scheme member/beneficiary feels that he/she has not been fairly treated by an insurance entity or pension fund under IPEC’s regulatory purview, he/she is welcome to lodge a complaint with the Commission either in person at our Complaints Handling Offices or exhibitions, or through the other channels provided below.

Policyholders and pension scheme members have a right to complain to the Commission against any insurance entity or pension fund except, the National Social Security Authority and the Public Service Pension Scheme, which do not fall under IPEC’s regulation. IPEC’s complaints handling process is offered freely.

A complaint arises when a policyholder, fund member, or beneficiary alleges unfair treatment or potential wrongdoing by an insurer or fund administrator who is licensed by IPEC and doing business in Zimbabwe.

WHO CAN COMPLAIN?

Every policyholder or pension fund member has a right to complain if they feel they have been unfairly treated.

WHO CAN BE COMPLAINED AGAINST?

This procedure of lodging a complaint applies in the case of all complaints against entities that are regulated by IPEC. These include insurance companies, brokers and agents as well as pension funds/administrators.

REASONS FOR COMPLAINING

There are numerous reasons for lodging complaints against insurance companies or pension fund administrators, for example some complaints can be with regard to breach of contract (not complying with what is stated in the initial agreement), non-service delivery, and unfair treatment among others.

LODGING COMPLAINTS WITH IPEC

You will be required to first lodge your complaint in writing to the concerned insurance company or pension fund administrator. If you are not satisfied with the outcome, you can then approach IPEC. If not satisfied with the IPEC resolution, complainants, have a right to appeal to the Minister of Finance and Economic Development.

WHEN LODGING A COMPLAINT

• Send complaint with copies of all relevant documents for record purposes;
• Keep copies of all correspondences;
• Do not send any original documents, unless this is required;
• Record names, dates, contact details, and any other important information;
• Make sure all complaints are submitted in writing for example in the form of a letter or email or website where applicable;
• Back up the complaint in writing as far as possible.

WHERE AND HOW TO SUBMIT A COMPLAINT

Complaints can be submitted via WhatsApp, email, chatbot on the website, official social media platforms, by post, or in person at our complaints handling offices or at exhibitions or roadshows.

Contact us

Address

160 Rhodesville Avenue, Greendale 

Harare Harare

WhatsApp: +263772154281

Email: complaints@ipec.co.zw

You can also file your complaint online by clicking here: