{"id":2599,"date":"2026-10-07T13:12:50","date_gmt":"2026-10-07T13:12:50","guid":{"rendered":"https:\/\/geminia.co.ke\/dev\/?page_id=2599"},"modified":"2026-10-07T13:14:20","modified_gmt":"2026-10-07T13:14:20","slug":"customer-charter","status":"publish","type":"page","link":"https:\/\/geminia.co.ke\/dev\/customer-charter\/","title":{"rendered":"Customer Charter"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"2599\" class=\"elementor elementor-2599\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e32c1d1 e-con-full e-flex e-con e-parent\" data-id=\"e32c1d1\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-e5c69ed elementor-widget elementor-widget-html\" data-id=\"e5c69ed\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t\t<!-- Geminia \u2014 Customer Service Charter page. Paste into ONE Elementor HTML widget (full-width section, no padding). -->\r\n<section class=\"gem-csc\" data-gem=\"csc\" aria-labelledby=\"gemCscTitle\">\r\n\r\n  <!-- ===== Hero ===== -->\r\n  <header class=\"gem-csc__hero\">\r\n    <div class=\"gem-csc__wrap\">\r\n      <p class=\"gem-csc__eyebrow\">Our promise to you<\/p>\r\n      <h1 class=\"gem-csc__title\" id=\"gemCscTitle\">Customer Service Charter<\/h1>\r\n      <p class=\"gem-csc__lead\">\r\n        Every policy we issue and every claim we handle is backed by clear service standards.\r\n        This charter sets out what you can expect from Geminia, and how quickly.\r\n      <\/p>\r\n    <\/div>\r\n  <\/header>\r\n\r\n  <!-- ===== Headline commitments ===== -->\r\n  <div class=\"gem-csc__wrap\">\r\n    <ul class=\"gem-csc__stats\" aria-label=\"Key service commitments\">\r\n      <!-- REPLACE: verify each figure against the official Geminia Insurance charter -->\r\n      <li class=\"gem-csc__stat gem-csc__reveal\">\r\n        <span class=\"gem-csc__stat-num\">24<small>hrs<\/small><\/span>\r\n        <span class=\"gem-csc__stat-label\">to respond to your queries<\/span>\r\n      <\/li>\r\n      <li class=\"gem-csc__stat gem-csc__reveal\">\r\n        <span class=\"gem-csc__stat-num\">48<small>hrs<\/small><\/span>\r\n        <span class=\"gem-csc__stat-label\">to acknowledge a claim notification<\/span>\r\n      <\/li>\r\n      <li class=\"gem-csc__stat gem-csc__reveal\">\r\n        <span class=\"gem-csc__stat-num\">14<small>days<\/small><\/span>\r\n        <span class=\"gem-csc__stat-label\">to settle valid claims, on complete documents (working days)<\/span>\r\n      <\/li>\r\n    <\/ul>\r\n  <\/div>\r\n\r\n  <!-- ===== Four pillars ===== -->\r\n  <div class=\"gem-csc__section\">\r\n    <div class=\"gem-csc__wrap\">\r\n      <div class=\"gem-csc__head\">\r\n        <p class=\"gem-csc__kicker\">We guarantee to be<\/p>\r\n        <h2 class=\"gem-csc__h2\">Four commitments, one standard of service<\/h2>\r\n      <\/div>\r\n\r\n      <!-- REPLACE: verify every line below against the official Geminia Insurance charter -->\r\n      <div class=\"gem-csc__grid\">\r\n\r\n        <article class=\"gem-csc__card gem-csc__reveal\">\r\n          <span class=\"gem-csc__icon\" aria-hidden=\"true\">\r\n            <svg viewBox=\"0 0 24 24\"><circle cx=\"12\" cy=\"12\" r=\"9\"\/><path d=\"M12 7v5l3 2\"\/><\/svg>\r\n          <\/span>\r\n          <h3 class=\"gem-csc__h3\">Efficient<\/h3>\r\n          <ul class=\"gem-csc__list\">\r\n            <li>Respond to your queries within 24 hours.<\/li>\r\n            <li>Acknowledge claim notifications within 48 hours.<\/li>\r\n            <li>Settle all valid claims within 14 working days of receiving complete and correct documentation.<\/li>\r\n          <\/ul>\r\n        <\/article>\r\n\r\n        <article class=\"gem-csc__card gem-csc__reveal\">\r\n          <span class=\"gem-csc__icon\" aria-hidden=\"true\">\r\n            <svg viewBox=\"0 0 24 24\"><path d=\"M14 3H7a2 2 0 0 0-2 2v14a2 2 0 0 0 2 2h10a2 2 0 0 0 2-2V8z\"\/><path d=\"M14 3v5h5M9 13h6M9 17h4\"\/><\/svg>\r\n          <\/span>\r\n          <h3 class=\"gem-csc__h3\">Informative<\/h3>\r\n          <ul class=\"gem-csc__list\">\r\n            <li>Keep you updated on your claim's progress at every stage.<\/li>\r\n            <li>Issue your policy document within 14 working days of complete documentation and payment.<\/li>\r\n            <li>Provide statements by the 5th of every month.<\/li>\r\n            <li>Send renewal notices before your policy expires.<\/li>\r\n          <\/ul>\r\n        <\/article>\r\n\r\n        <article class=\"gem-csc__card gem-csc__reveal\">\r\n          <span class=\"gem-csc__icon\" aria-hidden=\"true\">\r\n            <svg viewBox=\"0 0 24 24\"><path d=\"M12 3l8 3v6c0 4.5-3.4 8.3-8 9-4.6-.7-8-4.5-8-9V6z\"\/><path d=\"M8.5 12l2.5 2.5 4.5-5\"\/><\/svg>\r\n          <\/span>\r\n          <h3 class=\"gem-csc__h3\">Accountable<\/h3>\r\n          <ul class=\"gem-csc__list\">\r\n            <li>Issue an official receipt for every premium payment.<\/li>\r\n            <li>Pay intermediary commission by the 5th and 20th of every month.<\/li>\r\n            <li>Settle payments to service providers and suppliers within 30 days.<\/li>\r\n          <\/ul>\r\n        <\/article>\r\n\r\n        <article class=\"gem-csc__card gem-csc__reveal\">\r\n          <span class=\"gem-csc__icon\" aria-hidden=\"true\">\r\n            <svg viewBox=\"0 0 24 24\"><circle cx=\"12\" cy=\"8\" r=\"4\"\/><path d=\"M4 21a8 8 0 0 1 16 0\"\/><\/svg>\r\n          <\/span>\r\n          <h3 class=\"gem-csc__h3\">Professional<\/h3>\r\n          <ul class=\"gem-csc__list\">\r\n            <li>Serve you through competent, positive and friendly staff.<\/li>\r\n            <li>Offer solutions with transparency and efficiency, in a courteous and honest manner.<\/li>\r\n            <li>Protect your information with full confidentiality and privacy.<\/li>\r\n          <\/ul>\r\n        <\/article>\r\n\r\n      <\/div>\r\n    <\/div>\r\n  <\/div>\r\n\r\n  <!-- ===== At a glance table ===== -->\r\n  <div class=\"gem-csc__section gem-csc__section--soft\">\r\n    <div class=\"gem-csc__wrap\">\r\n      <div class=\"gem-csc__head\">\r\n        <p class=\"gem-csc__kicker\">At a glance<\/p>\r\n        <h2 class=\"gem-csc__h2\">Our service timelines<\/h2>\r\n      <\/div>\r\n      <div class=\"gem-csc__table-wrap gem-csc__reveal\">\r\n        <table class=\"gem-csc__table\">\r\n          <thead>\r\n            <tr><th scope=\"col\">Service<\/th><th scope=\"col\">Our standard<\/th><\/tr>\r\n          <\/thead>\r\n          <tbody>\r\n            <tr><td>Responding to queries<\/td><td>Within 24 hours<\/td><\/tr>\r\n            <tr><td>Acknowledging claim notifications<\/td><td>Within 48 hours<\/td><\/tr>\r\n            <tr><td>Settling valid claims<\/td><td>Within 14 working days of complete documents<\/td><\/tr>\r\n            <tr><td>Issuing policy documents<\/td><td>Within 14 working days of complete documents &amp; payment<\/td><\/tr>\r\n            <tr><td>Monthly statements<\/td><td>By the 5th of every month<\/td><\/tr>\r\n            <tr><td>Supplier &amp; service provider payments<\/td><td>Within 30 days<\/td><\/tr>\r\n          <\/tbody>\r\n        <\/table>\r\n      <\/div>\r\n    <\/div>\r\n  <\/div>\r\n\r\n  <!-- ===== Official charter (original document) ===== -->\r\n  <div class=\"gem-csc__section\">\r\n    <div class=\"gem-csc__wrap\">\r\n      <details class=\"gem-csc__doc gem-csc__reveal\">\r\n        <summary>\r\n          <span>View the official charter document<\/span>\r\n          <span class=\"gem-csc__plus\" aria-hidden=\"true\"><\/span>\r\n        <\/summary>\r\n        <div class=\"gem-csc__doc-body\">\r\n          <!-- REPLACE: upload this image to the \/dev media library and swap the URL -->\r\n          <img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/geminia.co.ke\/wp-content\/uploads\/2023\/04\/Customer-Charter-788x1024.png\"\r\n               alt=\"Geminia Insurance Customer Service Charter, official document\"\r\n               loading=\"lazy\" width=\"788\" height=\"1024\">\r\n        <\/div>\r\n      <\/details>\r\n    <\/div>\r\n  <\/div>\r\n\r\n  <!-- ===== Contact \/ feedback CTA ===== -->\r\n  <div class=\"gem-csc__wrap\">\r\n    <aside class=\"gem-csc__cta gem-csc__reveal\" aria-labelledby=\"gemCscCta\">\r\n      <div class=\"gem-csc__cta-text\">\r\n        <h2 class=\"gem-csc__h2 gem-csc__h2--light\" id=\"gemCscCta\">Did we fall short of this charter?<\/h2>\r\n        <p>Tell us. Your feedback helps us keep every promise on this page.<\/p>\r\n        <ul class=\"gem-csc__contacts\">\r\n          <li><strong>Call<\/strong><a href=\"tel:+254709551000\">+254 709 551 000<\/a><\/li>\r\n          <li><strong>Email<\/strong><a href=\"mailto:info@geminia.co.ke\">info@geminia.co.ke<\/a><\/li>\r\n          <li><strong>Visit<\/strong><span>Le'Mac, 5th Floor, Church Road, off Waiyaki Way, Westlands \u00b7 P.O. Box 61316-00200, Nairobi<\/span><\/li>\r\n        <\/ul>\r\n      <\/div>\r\n      <div class=\"gem-csc__cta-btns\">\r\n        <a class=\"gem-csc__btn gem-csc__btn--blue\" href=\"https:\/\/geminia.co.ke\/dev\/contact-us\/\">Request a Callback<\/a>\r\n        <a class=\"gem-csc__btn gem-csc__btn--ghost\" href=\"https:\/\/geminia.co.ke\/dev\/claims-process\/\">Report a Claim<\/a>\r\n      <\/div>\r\n    <\/aside>\r\n  <\/div>\r\n\r\n<\/section>\r\n\r\n<style>\r\n@import url('https:\/\/fonts.googleapis.com\/css2?family=Urbanist:wght@500;600;700;800&display=swap');\r\n\r\n.gem-csc{\r\n  --gem-navy:#393680; --gem-blue:#3fa6dd; --gem-navy-dark:#2b2960; --gem-blue-dark:#2f8ec2;\r\n  --gem-ink:#1f2233; --gem-muted:#5b5f73; --gem-line:#e6e8f0; --gem-bg-soft:#f5f6fb; --gem-white:#fff;\r\n  --gem-radius:16px; --gem-shadow:0 10px 30px rgba(57,54,128,.12);\r\n  --gem-font:'Urbanist','Segoe UI',Arial,system-ui,sans-serif;\r\n  --gem-max:1240px; --gem-pad:clamp(20px,4vw,60px);\r\n  font-family:var(--gem-font); 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