Complaints procedure

If something has gone wrong, we want to hear about it and we want to put it right. Complaining costs you nothing and does not affect your cover.

How to complain

The quickest way is to sign in and use My complaints in your portal. You can also telephone us on +232 33 918 918 or +232 71 918 918, write to us at 7 Scan Drive, Off Spur Road, Freetown, or email info@thebettsinsurance.com with your policy or claim number. However your complaint reaches us, it goes onto the same register and is handled the same way.

What happens next

1. We register it. Your complaint is given a reference (for example CMP-01042) as soon as we receive it, and we confirm that to you.
2. Someone is put in charge of it. A named officer owns your complaint. We aim to do this within 4 working hours, and our systems escalate to management if it has not happened within 24 hours.
3. We look into it and answer you. We aim to give you a full, written answer within 2 working days, and we escalate internally if it has taken more than 5 days. The answer explains what we found and what we are doing about it — you get the officer’s own words, not a status code.
4. If that does not settle it, tell us. You can reply from the same screen and the complaint is reopened and looked at again by someone more senior.

Taking it further

If we cannot settle your complaint between us, you may refer it to the Sierra Leone Insurance Commission (SLICOM), whose complaints process is open to you at any time and free of charge. We will also refer a complaint there ourselves where that is the right next step, and we will tell you when we do. Referring a matter to SLICOM does not affect any other legal right you have.

We keep a register of every complaint, how long it took to answer and how it ended, and we report it to SLICOM as our licence requires. The Betts Insurance Limited is licensed by SLICOM, licence number IC021.