PYK Contract including Continuous Amendments

43 19.2.1.1 the Insurer on telephone number 0861 235 43 3 60 or via email at gbcomplaints@sanlamsky.co.za ; or 19.2.1.2 the Insurer's duly appointed administrator, Kganya Insurance Administrators on telephone number 0800 000 538 or via email at complaints@kganya.co.za . 19.2.2 The following information must be available: 19.2.2.1 Policy number as contained in the Membership Book referred to as the " Control Number "; 19.2.2.2 Identity number of the Policyholder; and 19.2.2.3 Nature of enquiry and/or complaint. 19.2.3 Complaints which are not resolved to the Policyholder’s satisfaction must first be referred to the Insurer ’s Legal & Compliance department. 19.2.4 Complaints which are still not resolved to the Policyholder’s satisfaction may be referred to the Insurer's arbitrator. 19.2.5 Complaints which are still not resolved may be referred to the National Financial Ombud Scheme South Africa (NPC ) 61 , the FAIS Ombud or the Financial Sector Conduct Authority. 20. Unclaimed Benefits 20.1 An unclaimed Benefit is when the Insurer becomes aware that there is a Claim for a Benefit to be paid, but the Beneficiary cannot be found to pay the Claim. 20.2 In such case, the Insurer will start the process of tracing the Beneficiary. 20.3 If the process does not match the rightful owner with the Benefit, the Insurer shall repeat the tracing process within a 3 (three) year period and again within 10 (ten) years if the Benefit remains unclaimed. 60 Amended with effect from 1 April 2024. 61 Amended with effect from 1 April 2024.