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Complaints procedure

If you have a complaint please talk to us about it.

While we hope it doesn’t happen, we understand that sometimes things don’t go as smoothly as you would like. When this happens, please let us know so that we can try to fix the situation quickly and fairly.

We have set up a process that ensures the right people hear about and address your complaint:

1. Talk to the person who handled your enquiry or claim

Concerns can often be resolved straight away by talking to us. Please contact the person who handled your enquiry or claim and explain the situation to them.

If you have any information that we weren’t aware of that would help us review the matter, please let us know.

2. Talk to the Manager

If you feel uncomfortable dealing with the person handling your enquiry or claim, or you are not satisfied with their response, please contact The Manager. They will consider all your concerns and carry out a full review, keeping you informed of the progress and will work to resolve your complaint as quickly as possible.

3. For more information or to make a complaint, please call or visit our office:

TOWER Insurance (Vanuatu) Limited
Unit 7, Ocean Walk Building,
Kumul Highway,
Vanuatu.

PO Box 6049
Port Vila
Vanuatu

Mike Petrie - Country Manager

Phone: +678 22101+678 22101

Email: ContactUs@towerinsurance.com.vu