Complaints Handling Policy
Our commitment
Mtejasmart Insurance Agency aims to handle customers fairly, explain insurance options clearly and support customers before, during and after cover placement.
How to raise a complaint
You may raise a complaint by emailing insurance@invictusafrica.io, by using our contact form or by chatting with us on WhatsApp. Please include your name, contact details, policy or quote reference if available, and a clear description of the concern.
What happens next
- We acknowledge the complaint and review the issue.
- We may request additional information where needed.
- We coordinate with the relevant insurer or partner where the matter relates to underwriting, policy terms or claims.
- We provide feedback and next steps as soon as reasonably possible.
Regulatory escalation
If a complaint cannot be resolved through our internal process, customers may seek further guidance from the Insurance Regulatory Authority or other appropriate dispute resolution channels.
Important note
Claims decisions are made by the relevant insurer under the applicable policy terms. Mtejasmart supports documentation, coordination and follow-up.
Raise a complaint now
Use the contact form and choose “Something else”, or email us directly.