Thari ya Baruti Pukwana ya Kganya Contract including Continuous Amendments

47 19. Complaints procedure 19.1 In the event of a complaint, such a complaint must be dealt with in terms of the Insurer's complaint procedure applicable at the date of the lodging of the complaint. 19.2 A complaint may be lodged in the following manner: 19.2.1 By contacting – 19.2.1.1 the Insurer on telephone number 0861 235 43 3 59 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 ) 60 , the FAIS Ombud or the Financial Sector Conduct Authority. 59 Amended with effect from 1 April 2024. 60 Amended with effect from 1 April 2024.