Introduction

This policy establishes a clear and efficient framework for handling customer complaints at NIC.
We aim to ensure all complaints are dealt with professionally, transparently, and in a timely
manner.

What is a Complaint?

A complaint is any expression of dissatisfaction, whether written or verbal, received from
a customer or third party regarding our products, services, employees, or business
practices. Complaints may include but are not limited to issues related to policy coverage,
claims processing, billing, customer service, or any other aspect of our operations that
does not meet the customer’s expectations.

Purpose and Objectives

The primary purpose of this policy is to:

❖ Provide a clear and accessible process for lodging complaints.
❖ Ensure fair and consistent resolution of all complaints.
❖ Identify areas for improvement within our services.
❖ Maintain and enhance customer satisfaction and trust.

Process for Handling Customer Complaints

1. Submitting a Complaint: A complaint may be submitted in various ways, including:
   By phone: Contact our customer service hotline at 0417119900.
   By email: Send an email to nic@nic.co.ug or ccd@nic.co.ug ➢ By WhatsApp:
   Address a written complaint to 0707791476.
   In person: Visit our NIC General Insurance head office at Pilkington Road Plot 3,
   Nakasero or at any of our office stations across the country.
   The Corporate Communications Department oversees the handling of all customer
   complaints through our dedicated complaints desk.
2. Complaint Acknowledgement:
   All complaints will be acknowledged promptly upon receipt, typically within twenty-four
   (24) hours.
   Customers will be provided with a reference number for their complaint, which they can
   use for future correspondence.
3. Investigation:
   All complaints will be thoroughly investigated and all relevant information gathered.
   (We may contact you for further details if necessary.)
4. Response:
   A written response will be shared with the complainant outlining our findings and the
   proposed resolution within two (2) business days of receiving the complaint.
   If additional time is required to investigate complex complaints, the customer will be
   informed of the progress and expected resolution time frame.
5. Communication:
   We will maintain regular communication with the customer throughout the complaints
   handling process, providing updates on the progress and outcome of their complaint.
   Customers will be informed of the final decision regarding their complaint, along with any
   remedies or actions taken to address the issue.
6. Escalation:
   In cases of dissatisfaction with the initial response to the complainant, one can escalate their complaint by contacting our Corporate Communications Department at 0417119919 or ccd@nic.co.ug , who further escalates the matter at hand to Managing Director’s office for final verdict.

Supervisory Convergence

NIC General Insurance is committed to achieving supervisory convergence by adopting
best practices, sharing information, and collaborating with regulators to enhance
consumer protection and promote fair and transparent practices across the insurance
industry. NIC also recognizes the importance of adhering to regulatory guidelines
established by the Insurance Regulatory Authority (IRA) designed to be consistent with
the IRA’s Complaint Handling guidelines which promote a unified approach to customer
complaint resolution within the insurance industry.

Conclusion
NIC General is committed to continuous improvement. We will use the feedback
received through complaints to identify areas for improvement and enhance our
services.