Customer Service Charter
Our Commitment to Customers
At Geminia, our philosophy is to provide exemplary and efficient services at all times.
We Promise to:
- Respond to your queries within 24 hours.
- Issue you with a policy document within 14 working days upon receipt of complete documentation & payment.
- Issue an official receipt upon premium
- Acknowledge claim notification within 48 hours.
- Settle all valid claims within 14 working days upon receipt of complete and correct documentation.
- Provide regular updates on the claim progress at all stages.
- Settle all payments to service providers and suppliers within 30 days.
- Provide statements by the 5th of every month.
- Pay commission by the 5th & 20th of every month.
Handling of complaints
We Promise to:
- Acknowledge receipt of complaints within 24 hours and keep you appropriately informed.
- Notify you in the event we require you to submit any additional information within 3 days.
- Treat each customer complaint seriously and investigate all cases thoroughly.
- Ensure investigations are concluded and communicated within 21 days.
Our request to you:
- Treat our staff courteously in all engagements with them.
- Read policy documents to understand the scope of cover.
- Pay premium for your policy on or before commencement of cover.
- Provide us with all correct information and documents to lodge a complete application.
- Keep us informed of any changes that may affect your policy.
Kindly download our Customer Compliments, Comments and Complaints Form which you can fill, scan and send it to email@example.com