Complaints Procedure

Send your complaint to info@vuleka.com, call 011 346 5233, message us on WhatsApp, or write to us at Unit 1, Wynberg Business Park, 33 Andries Street, Wynberg, Sandton.

Please include:

• Your name, shop name and WhatsApp number.
• Your policy number if you have one.
• What happened, with dates.
• What outcome you are looking for.
• Any photos, messages or documents that support your complaint.

• We acknowledge your complaint within 2 business days.
• We investigate and aim to give you a final response within 15 business days.
• If it is complex and we need longer, we will tell you why and give you a new date, and we will not take longer than 6 weeks in total.
• We give you our decision and the reasons for it in writing.
• We keep a record of every complaint and use it to improve the product.

Complaining costs you nothing, and it will not affect your cover.

You can escalate free of charge. You generally have 6 months from our final response to approach an Ombud.

• National Financial Ombud Scheme South Africa, for complaints about your insurance policy or a claim. Telephone 0860 800 900, email info@nfosa.co.za, website www.nfosa.co.za.
• FAIS Ombud, for complaints about advice or intermediary service. Telephone 012 762 5000 or 012 470 9080, email info@faisombud.co.za, website www.faisombud.co.za.
• Financial Sector Conduct Authority, for conduct concerns about a licensed provider. Telephone 0800 110 443, website www.fsca.co.za.
• Information Regulator, for complaints about how we handle personal information. Email complaints.IR@justice.gov.za.

Where your complaint relates to the underwriting or a claim decision, we will refer it to The Hollard Insurance Company Limited (FSP 17698) and stay involved until it is resolved.