Geminia Insurance - Think Insurance Think Geminia

Customer Service Charter

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.

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.

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 customer.experience@geminia.co.ke