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TransAfrica Complaints Policy

Transafrica Life Lesotho – Complaints Handling Process

Purpose: To ensure that all customer complaints, regardless of channel, are acknowledged, recorded, investigated, and resolved fairly, promptly, and consistently.

1. GENERAL PRINCIPLES

  • Accessibility: Clients can submit complaints via walk-ins, calls, website, WhatsApp, Facebook, LinkedIn, or email.
  • Fairness & Respect: All complaints are treated confidentially and with empathy and professionalism.
  • Turnaround Time: Acknowledge within 24 hours, resolve within 5–7 working days (unless complex).
  • Tracking: All complaints are logged into the centralized Complaints Register System (TAPS).
  • Escalation: If not resolved within 5 days or if unsatisfactory, escalated to the Complaints Resolution Committee.

2. CHANNEL-SPECIFIC PROCESS BREAKDOWN

A. Walk-in Complaints (In-person at branch)

Steps:

  1. Receptionist or Customer Care Agent listens and records the complaint on a Walk-in Complaint Form on TAPS.
  2. Client receives a Complaint Reference Slip or Number.
  3. Form forwarded to the Complaints Officer.
  4. Investigation initiated same day.
  5. Feedback provided via in-person follow-up or preferred contact as per General Principles.

B. Telephone Complaints: +266 6202 4606 & +266 2232 4606

Steps:

  1. Agent answers using a standard greeting and records all complaint details on the Call Complaint Form on TAPS.
  2. Assign a reference number and read it back to the caller.
  3. Forward to the Complaints Officer for follow-up.
  4. Feedback provided via call-back, SMS, or email (as preferred by the complainant) in line with General Principles.

C. Website Complaints: https://transafricalesotho.co.ls/

Steps:

  1. Customer completes the online complaint form (includes policy number, description, contact).
  2. Automated acknowledgement email sent instantly.
  3. Complaints Officer notified via CRM system.
  4. Tracked and updated in CRM until resolved.
  5. Resolution sent via email, phone or as per client request in line with General Principles.
  6. Capture Complaint and resolution on TAPS for tracking, monitoring and filling.

D. WhatsApp Complaints +266 6202 4606

Dedicated Business WhatsApp Number
Steps:

  1. Message auto-responds with:
    “Thank you for contacting Transafrica Life. Please share your complaint details, including your full name, contact details and policy number.”
  2. Agent reviews and logs complaint on to TAPS.
  3. Screenshots of conversation stored as evidence.
  4. Complaints Officer follows up directly on WhatsApp, by call or as per client request in line with General Principles with resolution and records it onto TAPS.

E. Facebook Complaints (Post, Tagging & Inbox) Transafrica Life Lesotho

Steps:

  1. Social Media Agent monitors inbox and comments using Meta Business Suite.
  2. Request full details in private chat.
  3. Capture in Social Media Complaint Form on TAPS.
  4. Assign reference number and notify Complaints Officer.
  5. Continue follow-up privately to protect client privacy.
  6. Provides resolution to the client and records it on to TAPS.

F. LinkedIn Complaints (Company Page or Direct Messages) Transafrica Life Lesotho on LinkedIn

Steps:

  1. Marketing, Corporate Affairs & Social Media Team monitors LinkedIn inbox.
  2. Respond privately and redirect to official email/number/form if needed.
  3. Capture Complaint on TAPS
  4. Log into LinkedIn Complaint Register.
  5. Forward to Complaints Officer for resolution.
  6. Provides resolution to the client and records it on to TAPS.

G. Referral Complaints (From Brokers, Agents, or Internal Staff)

Steps:

  1. Complaint received via internal memo, email or WhatsApp.
  2. Staff/agent fills out Referral Complaint Form with source and client details.
  3. Logged as a third-party complaint.
  4. Complaints Officer contacts the client directly.
  5. Feedback loop shared with both the client and the referral source.
  6. Provides resolution to the client and records it on to TAPS.

3. RECORD KEEPING AND TRACKING

  • Complaints Register updated daily on TAPS as per oncoming complaint.
  • Categories: Policy issue, Claim Delay, Refund, Staff Conduct, Product Information, Tech Problem.
  • Reporting: Weekly summary to Management, Monthly trends analysis, Quarterly compliance review.

 4. ESCALATION & RESOLUTION

  • Unresolved in 5 working days → escalated to Complaints Resolution Committee.
  • Committee Composition: Operations Manager, and any other two senior managers.
  • Final decision issued in writing.

5. CONTACT INFORMATION TO LODGE COMPLAINTS