SRILANKAINSURANCE
CORPORATION LTD (SLIC)
COMPLANT MANAGEMENT
PROCEDURE
SLI@ Sri Lanka Insurance Like a father-Like a mother
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We, as the most trusted insurance company in Sri Lanka, strive to maintain a sustainable relationship with our loyal customers, and we are very consciousness to drive a positive customer experience during every touchpoint along the customer journey. In order to achieve the said objective, this procedure details how to address your complaints to ensure your experience with us is contended.
What is a customer complaint?
Is an expression of dissatisfaction about a person or an event in your commercial relationship with us.
How you can make a complaint?
Complaints can be made in the following modes
Verbally
: By telephone 0112357357 / 0112357000 By visiting Any of our SLIC branches
Written
Emails email@srilankainsurance.com / slic@srilankainsurance.com . Post Complaint Management Unit, Sri Lanka Insurance Corporation Ltd, No.21, Vauxhall Street, Colombo 02 Fax 94 112 447742 Website www.srilankainsurance.com Customer App
Complaints Acknowledgement
Complaints receive via letters, within 3 working days from the letter received date Complaints receive via website/ emails, within 2 working days from the received
date Complaints received via telephone, immediately
The complainant will be received an automated SMS informing the complaint reference number once the complaint is entered into the complaint management system
Complaints review and respond
The complaint management unit reviews the complaints received and informs the complainant if any further information is required. Reviewing of the complaint will be done impartially and the complainant will be informed the findings and the actions taken.
Further escalation
The complainant can make an appeal if he/ she is not contended with the given solution. Page 2 of 3
You can make an appeal within 30 days from the receipt of the final decision to:
Specified Officer-Life Sri Lanka Insurance Corporation Ltd No.21, Vauxhall Street, Colombo 02 Fax Number - 0112357236
Specified Officer-General Sri Lanka Insurance Corporation Ltd No.21, Vauxhall Street, Colombo 02
In addition, you can refer your complaints to:
Insurance Ombudsman Sri Lanka No 143 A, Vajira Road, Colombo 05
Insurance Regulatory Commission of Sri Lanka World trade Centre East Tower, level 11, Colombo 01
SLIC Sri Lanka Insurance Like a father - Like a mother
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