PROCEDURE

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We, as the most trusted insurance company in Sri Lanka, strive to maintain a sustainable relationship with our loyal customers, and we are very consciousness to drive a positive customer experience during every touchpoint along the customer journey. In order to achieve the said objective, this procedure details how to address your complaints to ensure your experience with us is contended.

What is a customer complaint?

Is an expression of dissatisfaction about a person or an event in your commercial relationship with us.

How you can make a complaint?

Complaints can be made in the following modes.

Verbally

 By telephone 0112357357 / 0112357000  By visiting Any of our SLIC branches

Written

 Emails email@srilankainsurance / slic@srilankainsurance  Post Complaint Management Unit, Sri Lanka Insurance Corporation Ltd, No, Vauxhall Street, Colombo 02  Fax 94 112 447742  Website srilankainsurance  Customer App

Complaints Acknowledgement

 Complaints receive via letters, within 3 working days from the letter received date  Complaints receive via website/ emails, within 2 working days from the received date  Complaints received via telephone, immediately

The complainant will be received an automated SMS informing the complaint reference number once the complaint is entered into the complaint management system.

Complaints review and respond

The complaint management unit reviews the complaints received and informs the complainant if any further information is required. Reviewing of the complaint will be done impartially and the complainant will be informed the findings and the actions taken.

Further escalation

The complainant can make an appeal if he/ she is not contended with the given solution.

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SRI LANKA INSURANCE

CORPORATION LTD (SLIC)

COMPLAINT MANAGEMENT

PROCEDURE

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SRI LANKA INSURANCE

CORPORATION LTD (SLIC)

COMPLAINT MANAGEMENT

PROCEDURE