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Discovery Life maintains an internal complaints resolution system where we undertake to resolve complaints from our policyholders and clients as speedily and fairly as possible.
Discovery Life aims to resolve all complaints within 21 working days of receipt if all the relevant information has been received. If we are unable to provide feedback in this time, we will inform you.
If you have any concern about your Discovery Life policy and / or the financial advice you have been provided with, first discuss it with your adviser. If you are still not satisfied submit the complaint to the adviser in writing, if you have not yet. Remember to have all relevant documentation supporting your concerns available to assist the adviser to resolve your concerns. If you are not satisfied with the response or should the adviser not respond within 6 weeks, you may contact the FAIS Ombudsman.
You can submit your complaint in writing together with any supporting documentation to firstname.lastname@example.org if you are not satisfied with the response you have received from your adviser. You can also follow this process if you prefer to raise a complaint directly with us.
The requirements are:
» Your complaint must be in writing
» Your Discovery Life policy number related to the complaint should be included
» You should provide us with specific information, correspondence and documentation relevant to your complaint
Should your complaint not be resolved to your satisfaction or if we have failed to respond to your complaint within 6 weeks, then you may submit your complaint to the FAIS Ombudsman or the Ombudsman for Long Term Insurance. You may pursue the complaint with the Ombudsman within 6 months from the date that Discovery Life responded to your complaint in writing.
» The FAIS Ombudsman: The FAIS Ombudsman is an independent and impartial dispute resolution tribunal which investigates, considers and disposes of complaints by consumers regarding financial services rendered by Financial Services Providers (such as Discovery Life) . The Ombudsman provides a fair, unbiased, reasonable, economical and expeditious relief to the ordinary person at no charge.
PO Box 74571, Lynwood Ridge, 0040
Phone: +27 12 470 9080
Fax: +27 12 428 8000
Private Bag x45, Claremont, 7735
Phone: 0860 662 837
Fax: (+27 21) 674-0951
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