Complaints Procedure

1. How to Lodge a Complaint

A complaint should be submitted in writing by e-mail and should be addressed to PROCON Insurance Brokers as soon as reasonably possible after the event giving rise to the complaint.

Complaints may be sent to:

Pietie Höll
PROCON Insurance Brokers
Email: procon@lantic.net
Phone: 012 3320853

2. Information to Include

To enable the complaint to be properly investigated and considered, the complaint should include:

• the client’s full name and contact details;

• sufficient details of the complaint and the financial service involved;

• relevant dates, supporting documents and correspondence where available; and

• the relief or outcome sought by the client.

3. Complaint Handling Process

Upon receipt of a complaint, PROCON Insurance Brokers will acknowledge the complaint, consider the information provided, investigate the matter and attempt to resolve the complaint fairly and within a reasonable time.

Additional information may be requested where necessary to properly assess the complaint.

4. Escalation

If a client is not satisfied with the outcome of the complaint, or if the complaint is not resolved to the client’s satisfaction, the client may have the right to refer the matter to the appropriate Ombud or other competent authority, depending on the nature of the complaint and the applicable law.

5. Commitment

PROCON Insurance Brokers is committed to handling complaints in a fair, transparent and reasonable manner and to taking complaints seriously as part of maintaining professional standards and improving client service.