Complaints Procedure

COMPLAINTS PROCEDURE

If you have any complaint, you can contact us through any of the following medium:

  • Send an e-mail to carecentre@custodianinsurance.com or contactcentre@custodianinsurance.com
  • You can visit any of our offices nationwide and lodge your complaint
  • You can also write to us directly through our head-office or any of our branches or offices nationwide
  • Alternatively, you can make an oral complaint via any of our telephone lines
  • Through our social media platforms or in writing

Your complaint will be registered and acknowledged within 48 hours.

  • All complaints logged will be treated promptly and fairly with a view to a timely and satisfactory resolution.
  • Where a complaint requires investigation and or consultation with any relevant party, these will be done promptly and in a competent, deligent and fair manner, having taken into consideration all material circumstances.
  • Custodian will also provide you with progress updates on the complaint including:
    • reason(s) for any delay
    • request for additional information/document required for resolution of the complaint
    • when you may expect to recieve further update, and
    • feedback containing our final decision or mutually agreed resolution.
  • If you are dissatisfied with the resolution of the complaint, the complaint can be escalated to our regulator at the following address:

The Complaints Bureau,
National Insurance Commission,
Plot 1239,
Ladoke Akintola Boulevard,
Garki II,
PMB 457 Garki,
Abuja, Nigeria.