Claims/Complaints Procedure
In line with our resolve to ensure easy and timely resolution of your claims’ request, please see below our target timeline for the settlement of your claims.
Please be assured that we are committed to ensuring that the process is stress-free and seamless. Please let us know via , and where your expectations are not met.
FOR GENERAL INSURANCE CLAIMS:
| CLASS OF INSURANCE | PERFORMANCE INDICATORS | TARGET TIMELINE | REMARKS |
|---|---|---|---|
| ALL CLASSES OF BUSINESS | ACKNOWLEDGEMENT OF CLAIM | WITHIN 48 WORKING HOURS | COUNT FROM NOON WORKING DAY OF RECEIPT OF CLAIM NOTIFICATION |
| PAYMENT OF CLAIM | 24 WORKING HOURS FOR CLAIMS BELOW N300,000 | COUNT FROM NOON WORKING DAY OF RECEIPT OF EXECUTED DISCHARGE VOUCHER | |
| 72 WORKING HOURS FOR CLAIMS ABOVE N300,000 | |||
| 1 WEEK FOR CLAIMS ABOVE N50m |
FOR LIFE ASSURANCE CLAIMS:
| Type of Life Claims | Performance Indicator | Target Timeline | Remarks |
|---|---|---|---|
| Savings/Endowment | Acknowledgment of Claim | within 24 hours of receipt of notice | Count from the noon of the working day of receipt of claim notification |
| Pre-maturity notice signed off by client of validity of account details previously provided | |||
| Maturity | Payment on the due date | ||
| Surrender/Termination | 48 hours for claims up to N250,000 | Count from the noon of the working day of receipt of executed voucher | |
| 72 Hours for payment higher than N250,000 and up to N7.5m | |||
| 5 working days for claims above N7.5m | |||
| Term Assurance | Death | 48 hours for claims up to N250,000 | Count from the noon of the working day of receipt of executed voucher |
| 72 Hours for payment higher than N250,000 and up to N7.5m | |||
| 5 working days for claims above N7.5m |
NOTE: All hours are for working days only and do not include all public holidays within Nigeria
