Our promise to you
Customer Service Charter
Every policy we issue and every claim we handle is backed by clear service standards. This charter sets out what you can expect from Geminia, and how quickly.
- 24hrs to respond to your queries
- 48hrs to acknowledge a claim notification
- 14days to settle valid claims, on complete documents (working days)
We guarantee to be
Four commitments, one standard of service
Efficient
- Respond to your queries within 24 hours.
- Acknowledge claim notifications within 48 hours.
- Settle all valid claims within 14 working days of receiving complete and correct documentation.
Informative
- Keep you updated on your claim's progress at every stage.
- Issue your policy document within 14 working days of complete documentation and payment.
- Provide statements by the 5th of every month.
- Send renewal notices before your policy expires.
Accountable
- Issue an official receipt for every premium payment.
- Pay intermediary commission by the 5th and 20th of every month.
- Settle payments to service providers and suppliers within 30 days.
Professional
- Serve you through competent, positive and friendly staff.
- Offer solutions with transparency and efficiency, in a courteous and honest manner.
- Protect your information with full confidentiality and privacy.
At a glance
Our service timelines
| Service | Our standard |
|---|---|
| Responding to queries | Within 24 hours |
| Acknowledging claim notifications | Within 48 hours |
| Settling valid claims | Within 14 working days of complete documents |
| Issuing policy documents | Within 14 working days of complete documents & payment |
| Monthly statements | By the 5th of every month |
| Supplier & service provider payments | Within 30 days |
View the official charter document
