KGA Life Limited

KGA Life Ltd has an effective complaints resolution policy in place. We regard a complaint as an opportunity to change a negative experience into a positive and long term relationship with our intermediaries and clients. We are committed to offering quality service and undertake to manage our clients’ affairs in a manner which will minimize complaints about our service, integrity and commitment.

When an intermediary or client lodges a complaint the responsible regional office or head office department will do their utmost to solve the problem without delay.
If the problem cannot be solved immediately at entry level a process is in place for the complaint to be escalated to the Complaints Resolution Team ( CRT ) whose members have the necessary decision-making powers to resolve a complaint.
I f the outcome of a complaint is not to the satisfaction of the intermediary or client, the intermediary or client will be informed of their right to refer the complaint to the FAIS Ombud and will be provided with the Ombud’s contact details.

Handle complaints in a fair manner and give each complaint proper consideration in a process that is managed appropriately and effectively.
Acknowledge receipt within two (2) working days of receipt of the complaint and provide the contact details of the staff member(s) involved in the resolution process.
If the complaint cannot be resolved within two (2) weeks of receipt, we will provide the intermediary or client with a summary of the action taken to date as well as a date on which the intermediary or client can expect to receive our final decision.

At KGA Life we review our complaints policy continuously in order to improve, update or upgrade it when necessary.