You can visit us at one of our two branches:
- Gaborone: Unit 4, Plot 64511, Fairgrounds, Gaborone
- Francistown: Plot 644, Lobengula Avenue, Francistown
You can also give us a call (or send us a fax)
- +267 399 5700 (Gaborone)
- +267 399 5702 (Francistown)
- Fax Number: +267 390 3400
Private Bag 000347
Insurance email queries
Old Mutual recognises that every customer has a right to complain. Our complaints handling process affords you the opportunity to complain. Your feedback is valued as it allows us to continuously improve our service and processes, and affords us the opportunity to change bad experiences into positive ones.
HOW TO REGISTER A COMPLAINT
First, take a look at our complaints process document.
Then submit your complaint in writing. You may submit a letter or complaints form via post, branch, fax or email. Check our FAQs at the bottom of this page for more details.
You can lodge a complaint by submitting a letter or complaints form via post, branch, fax or email.
The Operations Manager
Old Mutual Life/Short Term Insurance Company
Gaborone: Unit 4, Plot 64511, Fairgrounds
Francistown: Plot 644, Lobengula Avenue
Facsimile: (267) 390 3400
Telephone: (267) 399 5700/01
To assist us with ensuring that your complaint is addressed in the most expedient manner possible, please include the following details:
All policy, account or member numbers that relate to the complaint.
Detailed description of the complaint and expected outcome.
Submit a letter or complaints form to the business unit Operations Manager via the channels listed above. Complaints will be acknowledged within 24hrs and resolution turnaround time is 5 business days.
Should the complaint still not be satisfactorily resolved, you may refer the matter to the Customer Experience Manager via the channels listed above.
Complaints will be acknowledged within 24hrs and resolution turnaround time is 3 business days.
If you are not satisfied with the outcome of your complaint, you can present your case via the channels above to the Principal Officer along with all relevant correspondence. The Principal Officer will provide written acknowledgement of receipt of the complaint within 5 working days. Customers will receive notification if the resolution exceeds the above stated turnaround times.
If your issue has not been resolved through the Old Mutual complaints escalation process, you may lodge your complaint with the regulator (NBFIRA) along with all relevant documentation via the below channels.
Post: The Chief Executive Officer
Non-Bank Financial Institutions Regulatory Authority
Telephone: (+267) 310 2595 / 368 6100
Fax: (+267) 310 2376 / 310 2353
Online: www.nbfira.org.bw and click on the ‘Complaint Lodging’ tab which will direct you to a site automated to receiving complaints.