Legal
Complaints Procedure
If something has gone wrong, we want to hear about it and put it right.
Step 1 — Tell us
Contact your advisor first, or write to info@haceinsurance.co.ke with your policy or claim reference and a description of the problem. You can also call +254 791 623 183 during business hours.
Step 2 — Our response
We acknowledge complaints within two working days and aim to resolve them within fourteen working days. Where a matter needs an insurer or assessor to respond, we will tell you who we are chasing and keep you updated until it is closed.
Step 3 — Escalation
If you are not satisfied with our final response, you may escalate the matter to the Insurance Regulatory Authority of Kenya, which supervises licensed insurance agencies and insurers, or pursue any other legal remedy available to you.
Our record
We log every complaint, review the cause and use it to change how we work. Feedback of any kind is welcome, not just formal complaints.