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FAQ


Complaints

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How do I submit a complaint?

What is the complaint’s resolution process?

Kindly note that formal complaints are resolved in accordance with our internal Complaints policy and the FAIS Act (Financial Advisory and Intermediary Services).

Step 1: To contact us, you can either:

  • Write to PO Box 10499, Johannesburg ,2000
  • Call us on 0860 456 789
  • Fax us on 011 408 2767 or
  • Complaints form

Step 2: We will acknowledge your complaint within 48 hours and your query will be responded to within 10 working days. Please remember to include your contact details so that we can communicate with you should we need to clarify any details.

You are welcome to contact various bodies such as the Long Term Insurance Ombudsman directly, however they will always refer to the relevant companies for their responses and we recommend that your initial contact is with Liberty Group.

Step 3: If you are still not satisfied with our response, please request a copy of the Liberty Group Complaints procedure and the formal channels for your complaint will be followed. The procedures document contains details of various external complaints bodies, should you wish to take your complaint up with them. 

Liberty Group Ltd is an Authorised Financial services Provider in terms of the FAIS Act (Licence no. 2409). Please consult your financial adviser should you require advice of a financial nature and/or intermediary services.

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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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