Customer Service Charter | GoldStar Insurance

1. Our business

We are Goldstar Insurance Co. Limited a duly registered limited company under the Companies Act and licensed and regulated by the Insurance Regulatory Authority of Uganda. We take care of our client’s financial well-being through our general insurance risk management solutions.

Our offerings encompass a wide range of general Insurance products, catering to individuals, private entities, and corporations.

2. Our mission and vision

Our mission

To safeguard all stakeholders’ interests, and continue strengthening our resources so as to be of service to all.

Our vision

To be an insurer of distinction, renowned and respected for unequaled customer service delivery.

3. Our values

In whatever we do, we are guided by these core values, namely:

Customer care and satisfaction
Prompt service delivery
Professionalism
Teamwork
Sustainability
Social conscience
Profitability

4. Our statement of commitment

We are dedicated to providing exceptional services to our clients.

We are determined to deliver quality services and effective solutions to ensure satisfaction with our service delivery standards.

We also commit to undertake regular reviews, publish indicators of customer service, in particular; processing times and response times.

5. Our professionalism

Goldstar has a team of professionals who will advise and keep you informed on all your contract details. We focus on finding solutions to suit your needs and offer relevant products and services to that end.

We treat all our clients equally, with respect and fairness.

6. Our service standards

Our commitment to you includes delivering professional and efficient service standards, as outlined below:

GoldStar service standards, by service: the requirement and the timeline we commit to.
NO.	Service	Requirements	Timeline(Working Days)
1	Hours of Operation.	Official Working Days	0830hrs to 1730hrs Monday to Friday (except for public holidays). 0900hrs -1300hrs on Saturdays.
2	Client Inquiries	Respond to client inquiries	We shall answer your calls immediately or by the 3rd ring. If we are unable to do so, we will ensure a response not later than 2 hours. We shall respond to email inquiries within 2 hours but in any case, not later than 24 hours. We shall respond to your inquiries promptly and efficiently within 24 hours. We shall provide clear, accurate, and relevant information to address inquiries and concerns.
3	Complaints (Verbal or written)	Visit our offices/Call in/Email us	We strive to provide quality services at all times. However, if you have any complaint(s), please contact us on 0752711877, and we shall address it promptly.
4	Insurance Policy Proposals	All key facts regarding the proposed insurance cover	We shall provide personalized product proposals tailored to your needs. We will ensure transparency in our product offerings and pricing. We shall issue quotations within 24 hours however for more complex risks we shall respond within 72 hours.
5	Policies	Provision of Cover	We shall issue policies and share them digitally within 24hrs and original/hardcopies shall be delivered within 3 working days. We shall notify you of your policies that are due for renewal 3 months before the expiry of a policy. We shall review and update your policies to reflect your requirements and industry developments.
6	Issuing Receipts	Premium receipting	We shall issue you with a receipt(s) immediately upon confirmation of your premium payment
7	Claims	Processing claims efficiently and fairly	We shall acknowledge your claim and provide a list of required supporting documents within 12 working hours of notification. We shall assign you with a GSI claims officer or an appointed loss assessor (if applicable) who will visit the site to ascertain the circumstances of the loss within 24 working hours of notification. We shall ensure that adjusted and investigative reports are completed and shared with you within 48 working hours of the loss assessor’s appointment. We shall issue you a discharge voucher/ settlement offer within 72 working hours of receiving the final supporting document or loss assessment report. Your claim settlement payout will be issued within 7 working days of receiving the signed discharge voucher. Above all, we are committed to handling your claims with the utmost care and professionalism, ensuring a supportive experience throughout the process.
8	Data Protection	Preserving the right to privacy	We shall inform you of all data we need for the service you need and ensure to obtain consent prior to collecting it. We shall ensure to uphold your right to privacy with data collected.

7. Your rights and obligations

Your rights

As a Goldstar client, you have the right to:

Review your product terms within the period specified in the contract.
Complain to us when your expectations have not been met.
Privacy and confidentiality in the handling of your personal information.
See information related to your accounts.

What we ask of you

Our expectations are that you will:

Treat Goldstar staff with utmost respect and courtesy at all times.
Respond to requests for information related to your product or service truthfully, accurately, and promptly.

8. Privacy and confidentiality

All information both personal and business provided by you will be dealt with in total confidence as per our Data Protection policy and notice.

9. Review of this Charter

This charter shall be reviewed from time to time as deemed necessary.

10. We value your feedback

Your feedback is important to us. We welcome your queries, compliments, and complaints.

How to send it

Call 0752 711 877, email goldstar@goldstarinsurance.com, or raise it in person at our offices. If you are not satisfied with how we handle a complaint, you may take it to the Insurance Regulatory Authority of Uganda.

11. How to reach us

Office hours: 9:00 am to 6:00 pm Monday to Saturday (except public holidays)
Phone: +256 (0) 200 250 110
Email: goldstar@goldstarinsurance.com
Social media: Goldstar Insurance
Website: www.goldstarinsurance.com