Authorised financial service provider (FSP45654):

At Kerrsure we strive at all times to serve you well. Your views are important to us. If we have delighted you, we would like to know in order to motivate ourselves, to ensure that we keep doing the right things, to reward our people and most importantly to retain your support.

If you are dissatisfied with our service or if any of our companies have disappointed you, we would like to hear about it. We want to give you outstanding customer service, but sometimes things go wrong. Tell us why you think our service or the products we recommended did not match your expectations, or that we have made a mistake. When we receive your complaint a competent person will investigate it and try to resolve it as soon as possible in a fair manner. We’d like to make it easy for you to compliment us or to complain. Regulations require us to ask you to put any complaints you may have in writing: we have a Compliments or Complaints form that you may use if you wish. Click Here to download a printable version of the complaint form.

• Your personal information.
• The insurance policy in question.
• What has delighted you or what are you dissatisfied about?
• If this is a complaint, how would you like us to resolve the problem?

• First, we will acknowledge receipt of the complaint We will give you the contact details of the person who will deal with the complaint We will investigate the complaint and try to resolve it in a fair manner Once we have dealt with your complaint, we will learn from the experience and improve our service.
• We will make sure the person that delighted you gets this feedback as positive reinforcement. With your permission, we might also share your endorsement internally to inspire our colleagues who work with clients and as a reference for other clients

If the complaint has not been resolved to your satisfaction, you may refer it to the Office of the Ombud for Financial Services Providers. You have 6 months in which to approach the Ombud’s office.

Telephone: +27 12 762 5000 / +27 12 470 9080
Facsimile: +27 86 764 1422 / +27 12 348 3447
E-mail Address: info@faisombud.co.za
Website: www.faisombud.co.za

The Insurance Companies and underwriters that we represent have their own complaints departments and processes. You will find these details in the documents that we send to you.

We at Kerrsure cannot resolve complaints of this nature ourselves, but we undertake to facilitate the processing of any complaint you may have and help ensure that it reaches the right quarters.

A conflict of interest can arise when there is any situation in which Kerrsure or a representative has an actual or potential interest that may, in rendering a financial service to a client: Read less

• (a) Influence the objective exercise of our or its obligations to a client; or
• (b) Prevent Kerrsure or a representative from rendering an unbiased and fair financial service, or from acting in the interests of that client.

This interest could include, but is not limited to –

• (i) a financial interest;
• (ii) an ownership interest;
• (iii) any relationship with a third party

Scope

The principles recorded below have been aligned to the FAIS General Code of Conduct as amended. Kerrsure or its representative will in the first place avoid all conflict of interests between a product provider and client or representative and client. If we cannot avoid the conflict of interest we will take steps to mitigate all conflict of interests with regards to a client so that the client’s interests are not adversely affected. In all cases these commissions and fees will be disclosed to the client. We are permitted to receive an immaterial financial interest (of not more than a R1,000 per annum, per product supplier). All immaterial financial interests received (gifts, tokens of appreciation, etc.) must be recorded in the Kerrsure register kept for the purpose. Should the limit for an immaterial financial interest from a single source have been reached before the end of a year, all further offers will be declined. KERRSURE may not offer any financial interest to its representatives for giving preference to the quantity of business secured to the exclusion of quality of service rendered to its clients; or for giving preference to one particular product supplier where a representative may recommend more than one product supplier to a client.

Process

Kerrsure will follow the following process in dealing with potential conflicts of interest:1. Identify the potential conflict of interest and discuss it with a Key Individual.

• Manage the conflict of interest: assess and evaluate the situation and determine whether a client’s interests are at hazard; decide on a response.
• Either avoid the conflict of interest by avoiding the situation if this is possible, or mitigate the conflict by taking steps to protect the client’s interests.
• Disclose the conflict and any steps to the client to allow an informed decision.