Feedback and Complaints

Feedback and Complaints

Sacos is committed to delivering high quality professional products and services. The company is also committed to maintaining a high level of responsiveness to the needs and concerns of our customers and established clients and as such, if you are unhappy about any aspect of our products and/or service, we would appreciate if you tell us about it, so as to give us the chance to put the matter right, and ensure that we improve our service to you in the future.

Complaints Procedure

When lodging a complaint, please provide us with your full name, Customer number or policy number (if you are a Sacos customer), contact information (address, daytime telephone number and email address), copies of any relevant documents and a clear description of your complaint so that we are able to resolve it as fast as possible.

We will do our best to resolve your complaint immediately and with the minimum of inconvenience to you. If we are unable to resolve your complaint by the following business day, you will receive:

  • A telephone call or a written acknowledgement of your complaint
  • The name and contact details of the staff member dealing with it

Some complex complaints may take a longer time to resolve. However, even in such cases, in addition to a written acknowledgement you will be informed about the status of your complaint within 21 working days, and we will provide regular updates on the outcome of our investigations and proposed actions.

We always do our best to try and resolve a complaint within 21 working days. If, for some reason, we are unable to do so, we will write to you explaining why, and let you know by when your complaint will be resolved.

If, for any reason, you do not have a response from the above access channels or if you do not hear from us within 10 working days, you can escalate your complaint to the Head of PR and Communications by a letter, email: feedback@sacos.sc or telephone (+248 429 5008), who will revert to you within 5 working days.

If you remain unsatisfied with the response you receive from us, please let us know by writing directly to:

Chief Executive Officer
Sacos Insurance Group
Maison Esplanade Victoria
Mahé Seychelles

If you are still dissatisfied with our CEO’s reply, you can approach Financial Services Authority or the Fair Trading Commission.

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