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(+27) 44 004 0367

Complaints Procedure

At Khululeka Life, we value our clients’ feedback and strive to provide exceptional service. If you’re not satisfied with our service or products, we want to hear from you.

Step 1: Initial Contact

  • Contact our Customer Service team via phone, email, or in-person.
  • Provide your policy details and a clear description of your complaint.

Step 2: Acknowledgement

  • We’ll acknowledge your complaint within 24 hours.
  • We’ll provide a reference number for your complaint.

Step 3: Investigation

  • Our Customer Service team will investigate your complaint.
  • We may request additional information from you.

Step 4: Resolution

  • We’ll provide a resolution or solution within 5 working days.
  • If we can’t resolve your complaint within this timeframe, we’ll update you on the progress.

Step 5: Escalation

  • If you’re unsatisfied with the resolution, you can escalate your complaint to our Complaints Manager.
  • The Complaints Manager will review your complaint and provide a final response within 10 working days.

Step 6: External Review

If you’re still not satisfied, you can refer your complaint to the Insurance Ombudsman:

  • Contact Details:
    • Phone: 0860 662 837
    • Email: info@iofsa.co.za
    • Website: (link unavailable)
    • Address: PO Box 32334, Braamfontein, 2017
  • Contact Information
    • Khululeka Life Customer Service:
    • Phone:(+27) 44 004 0367
    • Email: complaints@khululeka.co.za
    • Address: George, Western Cape

Confidentiality

We’ll keep your complaint confidential and only share information with relevant parties.

Feedback

We value your feedback and will use it to improve our services.