Commitment to our Customers

National Caribbean Insurance Company Limited commits to act courteously, fairly and reasonably in all our dealings with customers.

We will provide reasonable notice about any changes in our complaint handling policy.

The complaint officer will be independent of the related transaction of the complaint and is authorized and able to handle the matter in a fair and impartial manner.

All personal information will be treated as private and confidential and will operate in a secure and reliable manner when dealing with each concern or enquiry.

We will seek to improve relations with the person who feels he/she has been badly treated.

Customer Charter

“We are committed to prompt settlement of claims, exemplary corporate citizenship, provision of an attractive environment in which to work and do business, the effective use of technology and the employment of knowledgeable staff dedicated to meeting and exceeding our customers’ expectation”.

Complaint Settlement Objective

Our preference is to resolve concerns as quickly as possible without the need to escalate to a formal means of settlement.

However, NCI recognizes that on occasions, problems may arise and it may fall short on the customer’s expectations or the service level to which it aspires. If you are dissatisfied and wish to make a complaint you may do so in person, via our email address – nciccomplaints@sknanb.com

Filing a Complaint

Customers wishing to file a complaint must do so in writing by letter, fax or e-mail. If the account of the situation is incomplete or there is information missing, we may contact the complainant to obtain further written information.

Download Customer Complaint Form

1. Fill Customer Complaint Form

Please download the Customer Complaint Form, fill in the details and email it to ncicomplaints@sknanb.com

2. Or Call your point of contact

If you are unable to download the form, you may call your point of contact at any our offices or any manager. Accordingly, the form would be provided to you as per your preference (i.e. fax, e-mail or mail).

3. or Visit the Office

If you desire, you can personally visit Head Office, to collect the form or to speak to your preferred point of contact.

Steps to Complaint Redress

  1. Customer lodges a complaint in person by other medium
  2. Complaint will be registered
  3. Appointed officer seeks to resolve the matter immediately. If an immediate resolution is not arrived at the additional steps in the complaint process will be activated
  4. Complainant completes the complaint form and attempts made to settle by the following day if no settlement is arrived at
  5. Send written acknowledgement to the customer within two (2) days of receiving the complaint
  6. Complaint officer engages Senior Management and monitors the progress of the matter
  7. The customer will be kept informed. A response explaining settlement will be given four (4) weeks.
  8. If more time is required, the complaint officer continues the investigation and provide a settlement within eight (8) weeks
  9. The customer must be advised on the procedure for taking the matter further if he/she is not satisfied with the outcome
  10. Even where investigation is discontinued and the matter forwarded to other competent authority, for customer good relations, the customer will contact the customer to ensure the matter has been resolved.
  11. We will improve relations for the person(s) who feels ill-treated.