Acknowledge
We acknowledge receipt of your complaint, register it and provide you with a reference number where applicable.
Our commitment to you
Complaints &
Compliance
At GoldStar Insurance, we are committed to conducting our business with integrity, transparency, fairness and professionalism. We place our customers at the centre of everything we do and strive to provide insurance products and services that meet the highest standards of customer service and regulatory compliance.
If you are dissatisfied with any aspect of our products, services, claims handling, communication or the conduct of our representatives, we encourage you to let us know. Every complaint is an opportunity for us to improve and serve you better.
We’re listening
Submitting a complaint
If you are unhappy with our service or have a concern regarding your insurance policy or claim, you may lodge a complaint by filling out the form or through any of our official communication channels.
How it works
Our complaint-handling process
Once we receive your complaint, GoldStar Insurance follows the steps below, cooperating fully with the regulatory complaints and dispute-resolution framework applicable in Uganda.
Review
Your complaint is reviewed by the appropriate officer or department. Where necessary, the matter is escalated to a senior officer.
Investigate
We review the relevant policy documents, correspondence, claim information and other evidence necessary to establish the facts.
Respond
You receive a clear response explaining our findings and, where appropriate, the action we propose to take within 12 hours. We keep you notified until the complaint is resolved.
Face-to-face conversation
Where necessary, we invite you to our offices for a discussion about the issue at hand, to ensure it is adequately addressed.
Escalate
If you remain dissatisfied after our internal complaints process, you have the right to seek redress from the Insurance Regulatory Authority of Uganda (IRA).
Your right to redress
Regulatory contact
Customers who are dissatisfied with the outcome of GoldStar Insurance’s internal complaints process may seek assistance from the relevant regulatory authority.
The Insurance Regulatory Authority of Uganda (IRA) supervises the insurance industry and handles complaints that remain unresolved after our internal process.
Insurance Regulatory Authority of Uganda (IRA)
- Address
- Insurance Towers
Plot 6, Lumumba Avenue
P.O. Box 22855
Kampala, Uganda - Toll free
- 0800 124 124
- ira@ira.go.ug