Complaints

What to do in the event of a complaint?

Step 1
Seek resolution by the Department dealing with your query/claim.

Step 2
If you are disappointed with any aspect of our products/ services, please write or contact the Complaints Coordinator with full details including the Policy and/or claim number at the following address: -

The Complaints Coordinator
Swan Centre
Port Louis
Email: complaints@swanforlife.com

Step 3
If you remain unhappy with the outcome, you may write to The Financial Services Commission.

Note: The Financial Services Commission will only entertain complaints to the extent that you have given us the opportunity to resolve the matter directly.

What will happen if you complain ?

• Your complaint will be acknowledged within 3 working days of receipt.
• Once an assessment and full investigation of your query/claim has been made, we will respond with a decision, normally within a period not exceeding 30 days from when you first made your complaint.
• Our final response letter shall indicate, where possible, the reasons and circumstances that have been taken into consideration to reach our decision.
• If you make a complaint, it will not affect your right to take legal action against us.

Note: Our Company will address your complaints free of charge.