Complaints

We are sorry that you’ve needed to visit our complaints page, however we are committed to resolving your problem.

To avoid delays in the finalisation of your complaint or query, we recommend that you refer to the Disclosure Document at the back of your insurance policy for the details of your Intermediary or Administrator who should always be your first point of contact in the event that you have a query or complaint.

Guardrisk is generally an outsourced insurance company who partners with other financial service providers and insurance experts to provide our customers with insurance products and risk solutions to suit their specific needs.

If you are dissatisfied with the feedback received from your Intermediary / Administrator or your complaint remains unresolved, kindly submit a complaint to Guardrisk by completing the form below or contact our complaints department on 0860 333 361.

Ombudsman for long term insurance

Tel : 021 657 5000 / 0860 103 236

Email: [email protected]

Post: Private Bag X45, Claremont,
Cape Town,
7735.

Ombudsman for short term insurance

Tel : 011 726 8900 / 0860 726 890

Email: [email protected]

Post: PO Box 32334, Braamfontein,
Johannesburg,
2017.

FAIS Ombudsman

Tel : 012 470 9080 / 012 762 5000

Email: [email protected]

Post: P.O Box 74571,
Lynnwood Ridge,
0040.

Treating Customers Fairly

Guardrisk subscribes fully to the principles of the Treating Customers Fairly framework and endorses all of its six outcomes. We are a client centric business that puts clients at the heart of everything we do. It is our intention to ensure that policy holders are treated fairly at all times and we appreciate any feedback to ensure that we and our stakeholders continue to treat you fairly. Please submit a complaint here if you feel that:

  • Products and services sold to you did not meet your needs;
  • You were not provided with clear and easy to understand information;
  • You were not kept informed or updated throughout your dealings with us or our stakeholders;
  • You were not provided with suitable and correct advice;
  • The products and associated service did not perform as you were led to expect; or
  • You found it difficult to communicate with us or our stakeholders when switching providers, submitting a claim or lodging a complaint.