MBSL Insurance Company

Customer Complaints Handling Procedure of MBSL Insurance

How to give your feedback or make a complaint:

According to the approved complaint management policy of the organization, customers can report any dissatisfaction through the below communication modes;

• Telephone conversation
• Direct meeting
• A letter or e-mail sent by the customer
• A complaint made by or through an agent, broker, sales or non-sales staff

All complaints are to be forwarded to:

Customers are advised to address their complaint to;

Assistant Manager – Customer Relations
MBSL Insurance Co. Ltd,
519 T. B. Jayah Mawatha Colombo 10.
Tel: 0112 304 500 / Fax: 0112 300 499
Email: info@mbslinsurance.lk

Complaint Handing Process:

• Once the Complaint Management Unit receives information of a customer dissatisfaction, the customer will be contacted through the available communication modes in order to get the complaint in writing with the customer signature.
• All the written and non-written complaints which are received will be recorded in the customer complaint register in two different formats (one for written and one for non-written).
• The Customer Compliant Handling Process will officially start after the Complaint Management Unit received the complaint in writing.
• All complaints are acknowledged within 3 working days with the reference number for the complaint. If the resolution is provided to the customer within 3 working days, it would be communicated to the customer.
• Resolution or the company stance on the matter will be communicated to the customer within 14 days of receiving the complaint in writing.
• Response to an appeal will be replied within 30 days of the appeal. If it takes more time to find a resolution according to the given time frame, it would be communicated to the customer.
• Complainant should reply an acknowledgement of the appeal within 4 weeks. If they fail to make the reply, the complaint will be closed and communicated in writing.

Assessment and Investigation of Complaints:

After acknowledging the receipt of the complaint, the Company will assess whether the issue(s) raised in the complaint is/are within our control. The Company will also consider the outcome(s) sought by the person making the complaint and, where there are more than one issues raised to determine whether each issue needs to be separately addressed.

Complaints Appeal Process:

• If the customer makes an appeal on the complaint after providing a resolution. The appeal will be forwarded to the Head of Marketing.
• Following the consideration of the appeal by the Head of Marketing, the Company will provide the final resolution of the Company for the complaint made.
• The Company will also communicate other options such as Insurance Ombudsman and Insurance Regulator (IRCSL) to make a further complaint if the customer is not satisfied with the resolution provided by the Company.