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Complaints Procedure

Complaint procedures

At Pacis Insurance we value our customers, both internally and externally. We are committed to providing customer service excellence while serving all customers in all aspects of our business

We are cognizant that thing may sometimes go wrong, and it’s at these times we are called to treat our customer fairly, efficiently and effectively.

Should any aspect of your insurance products or services meets your expectations, kindly let us know. If you are unhappy with any aspect of our services or products, we have a simple procedure to ensure your worries are dealt with as quickly and effectively as possible

Facilitate Feedback

Any concerns raised in feedback or complaints will be dealt with within a reasonable time frame.

  • Where possible, complaints will be resolved at first contact with our staff

  • Complaints Acknowledgement shall be done within 12 hours

  • Response in writing to complaints shall be done within 7 working days on progress of the resolution

  • Investigations of complaints shall be done within 14 working days

  • Conclusion of complaints shall be done within 30 working days

  • We will advise Customers as soon as possible when we are unable to deal with any part of their complaint and provide advice about where such issues and/or complaints may be directed 

People making complaints will be:

  • Provided with information about our complaint handling process

  • Provided with multiples and accessible ways to make complaints

  • Listened to, treated with respect by staff and actively involved in the complaint process where possible and appropriate, and

  • Provided with reasons for our decision/s and any options for redress or review.

  • Ensure that people making complaints are not adversely affected because a complaint has been made by them or on their behalf

Alternative avenues for dealing with complaints

Any customer who still not satisfied with the remedy should be referred to the Head of the department for review of the complaints. In case the department is unable to deal with the matter, the customer has a right to have their concerns addressed by the Managing Director.

Where a complainant is dissatisfied with the outcome of Pacis review of their complaint, they may seek an external review of our decision by getting in touch with the Insurances Regulator:

Insurance Regulatory Authority (IRA)

P.O BOX 43505 - 00100 NAIROBI

Zep- Re Place Longonot Road - Upper Hill, Nairobi

Tel:(254)- 020-4996000,

Mobile:(254)- 0719047000, (254)-0727563110

E-mail:     commins@ira.go.ke  

Complain: complaints@ira.go.ke

Website:  http://www.ira.go.ke

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