Customer Service Charter

About Cim Insurance
Formerly known as Albatross Insurance Co Ltd, Cim Insurance has been providing short term insurance solutions for the past 30 years.

Supported by leading reinsurers, we underwrite all types of risks in general insurances. We are a fully owned subsidiary of Cim Financial Services Ltd, a Rogers enterprise, which provides a full range of financial services locally and regionally.

We offer all classes of insurance and endeavour to provide the best cover, tailored to the customer’s needs.

Message from the Managing Director
At Cim Insurance we are committed to knowing our customers. We know you value good service and we want to provide you with a personalised, seamless experience that makes your life easier.

Our charter tells you what you can expect from us, what you need to know about your responsibilities and how to let us know if we are doing well or if we can improve our services.

Hennie Fourie

Our Commitments

Communication

We are committed to:
	Being available to talk to you from 08:30 – 17:00 Monday to Friday
	Answering 80% of all calls within 20 seconds
	Returning calls by close of business on the same day
	Responding to all written communication within 5 working days
	Being friendly, courteous, fair and impartial
	Treating you with dignity and respect
	Behaving with honesty and integrity
	Identifying ourselves when we talk to you
	Having trained and professional staff

Products & Services

We are committed to:
	Providing information about our products and services in plain language, allowing you to make an informed decision
	Ensuring our customer contracts do not contain unfair terms
	Explaining what you need to know and what you need to do
	Assisting you in any way we can to make your life easier

Privacy

We are committed to:
	Protecting your personal information and not disclosing it to anyone without your consent, unless the law requires us to do so
	Providing you with access to your personal information and taking the necessary steps to update your records regularly
	Having our performance with regards to privacy independently audited
	Not contacting you for marketing purposes if you tell us you do not wish to receive such information

Concerns and Complaints

We are committed to:
	Dealing with your concerns and complaints promptly and fairly; courteously informing you of how we propose to act, how long it will take and what the outcome will be
	Learning from your concerns and complaints and using them to improve our business

Your Responsibility

You can help us support you by:
	Treating our staff with courtesy and respect
	Having your policy or reference number ready whenever you contact us (if you are already a customer)
	Calling us first if you have any questions as this may save you time. Our website may also have the information you need
	Telling us as soon as possible if any mistakes have been made
	Reading all the information we give or send you
	Replying to our requests on time

Cim Insurance Ltd

22 St Georges Street
Port Louis - Mauritius

t (+230) 207 9007
f (+230) 208 4800