CUSTOMER SERVICE CHARTER
We, at NICO Insurance Zambia Limited, recognize the critical role that our customers play towards the achievement of our vision, mission, and values.
For this reason, we view you as our partner. We have therefore made a conscious decision to drive customer-centricity as a core part of our agenda. This Customer Service Charter aims to outline our commitment to you, and to inform you of the provisions we have made for the purpose of delivering a superior experience to you.
Our Promise
To our valued customers, we promise:
- Excellence
- by driving efficiency in our service delivery
- by using the most efficient means to deliver our products and services
- Integrity
- by safeguarding your information and practicing confidentiality
- by not practicing deception in any form
- Collaboration
- by listening attentively to your enquiries, complaints, requests, and suggestions and acting on them
- by sharing updates and feedback within a specified time
- Professionalism
- by serving you with courtesy and respect
- by delivering on our promises
- Transparency
- By disclosing full information on our products and services
- by informing you when you must expect the service you need to be delivered
- by informing you when there are unexpected delays in service delivery
How to Contact Us
We have setup the following contact channels so our customers can reach us with ease and convenience.
*Support on all channels is available from 07:30 to 16:30 hrs from Monday to Friday each week except for public holidays
| Channel | Detail |
| Lusaka – Head Office | NICO House, 6106 & 6107 Great East Road, Northmead (P.O. Box 32825, Lusaka) |
| Kabulonga Branch, Lusaka | Kabulonga Branch, Lusaka 33A Kudu Road, Kabulonga, Lusaka (P.O Box 32825, Lusaka) |
| Livingstone Branch | Livingstone Branch 29 John Hunt Way, Livingstone (P.O Box 60466, Livingstone) |
| Ndola Branch | Plot 10068 Rickeys Mall, President Avenue, Ground Floor, Building 1, Unit 6 |
| Website (supports chat functionality) | www.nicoinsurance.co.zm |
| marketing@nicoinsurance.co.zm / info@nicoinsurance.co.zm | |
| NicoInsuranceZM | |
| @nicoinsurancezm | |
| @nicoinsurancezm | |
| NICO Insurance | |
| YouTube | NICO Insurance |
Our Promise on Timelines
In our drive for customer centricity, we work to meet the following timelines in our service delivery:
| Service | Timelines |
| Provision of quotations | Within 3 working days |
| Creation of a new policy | At time of payment |
| Issuing of certificate (disc) | At time of payment |
| Issuing of policy document | Within 7 working days |
| Amending a policy | Within 2 working days |
| Issuing an account statement | Within 1 working day |
| Acknowledgement of claim notification | Within 2 working days |
| Paying a claim | Within 14 working days after signing a discharge |
| Authorization of repairs / Release of Discharge Voucher | Within 10 working days after acknowledgement |
| Appointment of Assessor | Within 3 working days |
| Assessor submission of report | Within 5 days after appointment |
| Cancelling a Policy | At time of communication |
| Premium Refund after policy cancellation | Within 5 working days |
| Payment of commission to brokers | Within 5 working days |
| Acknowledging enquiries, complaints, and requests raised in writing | Within 24 hours |
| Resolving and responding to enquiries, complaints, and request raised in writing | Within 7 working days of acknowledgement |
Your Rights and Obligations
As our customer, you have the right to:
- Lodge a complaint
- Privacy and confidentiality in the handling of your personal information
- See information related to your accounts
As our customer, we expect you to:
- Treat our staff with courtesy
- Respond to requests for information relevant to your product or the process being carried out
Annual Reviews
We will review our Customer Service Charter each year to keep up with changes in the socio-economic and technological environment.
We Value Feedback
If you are unhappy with the service you have received, please raise your complaint to the following:
The Marketing & Public Relations Manager
NICO Insurance Zambia Limited
P.O. Box 32825
Lusaka
marketing@nicoinsurance.co.zm
Brian.silungwe@nicoinsurance.co.zm
The Marketing & Public Relations Manager
NICO Insurance Zambia Limited
P.O. Box 32825
Lusaka
marketing@nicoinsurance.co.zm
Brian.silungwe@nicoinsurance.co.zm
If you are still not satisfied with the support rendered, you may raise your complaint to the Pensions and Insurance Authority through the following contact information:
Telephone: +260 211 251401/5
Email: pia@pia.org.zm
maikisa.ilukena@pia.org.zm
Telephone: +260 211 251401/5
Email: pia@pia.org.zm
maikisa.ilukena@pia.org.zm
Write to:
The Registrar
Pensions and Insurance Authority
Stand no. 4618, Lubwa Road
P/Bag 30x, Ridgeway, Lusaka.