AVBOB INTERNAL COMPLAINTS RESOLUTION PROCESS

The purpose of this document is to outline the procedure AVBOB uses to resolve complaints received from clients and policyholders. Our internal complaints department ensures that all complaints are managed, recorded, and resolved within 30 working days.

Definition of a Complaint

A complaint is any written expression of dissatisfaction, whether justified or not, regarding AVBOB’s provision of, or failure to provide, adequate financial or funeral services resulting in financial loss or material distress/inconvenience to AVBOB policyholders and clients. Complaints may include, but are not limited to:

Insurance: AVBOB Mutual Assurance Society (AVBOB) is an authorised financial services provider with the Financial Sector Conduct Authority (FSCA) and a licensed life insurer with the Prudential Authority. We strive to offer fair and ethical treatment aligned with the Policyholder Protection Rules (PPR) and the Treating Customers Fairly (TCF) approach set out by the FSCA.

AVBOB Funeral Service: As a member of the National Funeral Directors Association (NFDA), we address various complaints related to funeral services. Common issues include declined policy claims linked to AVBOB funeral services, dissatisfaction with communication, timeliness, service quality, pricing, and contract terms. Complaints may also involve ethical concerns such as misleading advertising or unfair treatment, as well as quality issues related to coffins and tombstones. We strive to handle all complaints promptly and fairly, maintaining the highest standards of professionalism and care.

How do you lodge a complaint?

  • Call Centre: Contact the AVBOB call centre at 0861 28 26 21 or visit any AVBOB branch.
  • Written Complaint: Complaints must be submitted in writing, accompanied by all required documents. You may submit your complaint online at AVBOB Complaints - https://selfservice.avbob.co.za/complaint
  • Acknowledgment: Upon registration, an immediate acknowledgment will be provided, indicating the timeline for the complaint resolution period.

What happens when we receive your complaint?

AVBOB will acknowledge receipt of your complaint as soon as it is registered. Your complaint will be handled by professional and experienced personnel who will:

  • Identify aspects related to your complaint and request additional information if necessary.
  • Confirm when you will receive feedback. You may track your complaint on https://selfservice.avbob.co.za/complaint
  • Provide an outcome to the complaint within 10 working days, provided all required information is available.
  • If an above-mentioned resolution period cannot be reached due to complexity of the complaint, we will provide a final outcome within 30 working days. We will keep you informed throughout this process with ongoing communication or update.

Should your complaint outcome not be provided to you within these timelines indicated herein or you dispute the outcome provided you may follow the internal escalation process noted herein.

AVBOB internal escalation process:

If your complaint has not been resolved to your satisfaction, or if you dispute the outcome, you may follow our internal escalation process by sending the relevant complaint details and complaint number to escalatecomplaint@avbob.co.za

Upon receipt of your internal escalation:

  • The AVBOB Complaints Escalation Committee will ensure the fair resolution of all escalated complaints.
  • To ensure consistency, the internal dispute resolution process will adhere to the same high standards established for our regular complaint’s resolution process to try and resolve the escalated dispute with 10 working days.
  • If further investigation is necessary, the Committee may request additional information from both the customer. The Committee will then provide a written response within 20 business days outlining their findings and any proposed outcome.
  • Once a decision is made regarding your escalated complaint, we will confirm in writing:
    • The reasons for the decision.
    • The facts on which the decision was based.
    • Information about external dispute resolution options and the relevant timeframes.

External complaint dispute process:

If you are not satisfied with the internal resolution of your complaint, you may approach external parties such as:

  • National Financial Ombud Scheme of SA
    Contact          : 0860 800 900
    Email              : info@nfosa.co.za
    Website          : www.nfosa.co.za
  • Office of the Ombud for Financial Services Providers(FAIS)
    Contact          : 086 066 3274
    Email              : info@faisombud.co.za
    Website          : www.faisombud.co.za


Contact us: 

Complaints may be addressed to the Complaints Department and sent using one of the alternative following contact points being:

  • Postal:
    The Complaints Department
    PO. Box 1661
    Pretoria
    0001

Clients and policyholders may request a copy of this Complaints Resolution Procedure from any of our AVBOB offices countrywide. We are committed to ensuring that all complaints are handled promptly, fairly, and transparently, in accordance with the highest standards of professionalism and care.

Should you suspect or wish to report a breach of any law by any intermediaries of AVBOB, please contact AVBOB’s Compliance department on 0861 28 26 21

N. Manyike
Head of Control: Group Compliance Function