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Complaints resolution procedure


Questions or complaints - where to go for help

You are important to us. We aim to treat you fairly and honestly; provide you with excellent service and help you promptly when you do have a query or complaint.

How can you help us to resolve your query as soon as possible?

When you call or contact us, if you have all the information about your query at hand or include it in your submission, it will speed up the resolution process. This information includes:

  • The contract numbers affected by the query

  • As much detail as possible about the query so that we understand what you require

  • What you are expecting from us in terms of resolving the issue

  • Your contact details so that we can get hold of you

  • Any correspondence from Liberty that lead to the query

  • The names of the people you have dealt with so far, if any

  • The dates and times of these contacts

  • Any other event that triggered the query, for example, an article in a newspaper

How to contact us

  • Contact your financial adviser
  • Your financial adviser understands and is accredited to sell and service the products that they market. They are able to:

  • Assist you with many of the queries you have

  • Provide you with updated information

  • Make certain changes to your contracts and advise you of the effects of the changes

  • Provide advice within the overall context of your financial needs and long term financial plans

  • Alternatively, use one of the following contact points:

*Call centres are operational between 08h00 and 17h00 on weekdays only

Product type

Call centre

Fax

Email

Individual risk cover, retirement or savings products with Liberty

0860 456 789

(011) 408 2767

info@liberty.co.za

Individual risk cover, retirement or savings products previously administered by Capital Alliance Life

0860 991 991

0860 225 329

clienthelp@liberty.co.za

Medical Lifestyle contracts

0860 102 219

(011) 408 2246

hchelp@liberty.co.za

Employee or Corporate Benefits with Liberty Corporate

(011) 408 2999

(011) 408 4440

contactlcb@liberty.co.za

 

  • Put your request in writing and send it to:

Liberty Group
PO Box 10499
Johannesburg
2000
South Africa

  • Visit our Walk in support centre in Johannesburg

Liberty Centre
1 Ameshoff Street
Braamfontein
Johannesburg

What happens next?

The following questions and answers will provide you with information as to what happens when we receive your query or complaint, as well as what to do if you are not satisfied with the response you receive.

How will we keep you informed about your query?

What should I do if I do not receive a response within the indicated time?

What should I do if I have received a response but am not satisfied?

What should I do if I cannot resolve the matter with Liberty?

 

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Liberty Group Limited (Reg. no 1957/002788/06) is a registered Long Term Insurer and an Authorised Financial Services Provider (FAIS no 2409).

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