Compliance
Alpha Direct is an Approved Insurance Company in terms of the Insurance Industry Act (CAP 46:02), and is licensed to underwrite all risks classified as "Short-Term" under the Act. Please contact our office to request a copy of our current insurance license as issued by the Non-Bank Financial Institutions Regulatory Authority (NBFIRA).
Should you wish to provide feedback on any matters relating to our compliance or non-compliance with the Insurance Industry Act, please contact our compliance department at:
Tel: (+267) 392 8264
Email: compliance@alphadirect.co.bw
Regulatory escalations
If any Insurance Industry Act-related complaint is not resolved, you may then refer the matter to the Non-Bank Financial Institutions Regulatory Authority (NBFIRA) at:
3rd Floor, Exponential Building,
Plot 54351 New CBD,
Off PG Matante Road, Gaborone.
Private Bag 00314, Gaborone
Tel: +267 310 2595
Fax: +267 310 2376
Website: www.nbfira.org.bw/contact-us
Fraud reporting
As part of our crime prevention initiative and in line with Corporate Governance, a fraud reporting hotline has been set up. The aim is to promote zero tolerance towards unethical behaviour.
This serves to inform you of what may be reported:
- Fraud or potential fraudulent behaviour or activity, and/or
- Any dishonesty pertaining to any facility or claim
- Any information you might think is relevant to our cause
If you have reason to believe or have witnessed any of the above and related activities by staff, clients or service providers, contact the Fraud@Alpha hotline on 392 8264. Alternatively, please send an email to compliance@alphadirect.co.bw.
How we handle customer complaints
Alpha Direct Insurance Company (Pty) Ltd follows a philosophy of resolving client complaints in a manner that effectively addresses the matter to the client's satisfaction. Our complaints management process supports management reporting and root-cause analysis so we can address underlying causes and improve.
The Operations Manager is the designated Principal Officer for the company and holds overall responsibility for addressing all customer complaints to the customer's satisfaction, in line with NBFIRA requirements.
Our responsibilities
- Provide an efficient, fair and structured mechanism for handling customer complaints
- Provide our customers with access to the complaints handling process
- Keep customers informed of the progress of their complaints and the expected timeframe for resolution
- Review our complaints quarterly to improve our standard of service delivery
Handling your complaint
- Upon receiving a complaint, we will acknowledge the matter via telephone or in writing within 2 business days.
- We will keep you informed of the progress of your complaint, proposed actions and the proposed timeframe for resolution.
- Our aim is to resolve complaints in a timely manner — generally within 5 business days.
- Complex cases may take longer than 5 days to resolve. In these cases we will regularly update you on progress and likely timeframe.
- We will advise you of the outcome of your complaint. Where you have asked us to do so, we will advise you in writing.
Step 1 — Contact us
If you have a complaint regarding any aspect of your dealings with Alpha Direct Insurance Company, we urge you to contact us. Our objective is to resolve the vast majority of enquiries during your first contact with us. We provide you with multiple touch-points for registering a complaint:
Telephone: 392 8264
Toll-free line: 0800 601 029
Fax line: 392 8265
Physical address: Botswana Innovation Hub, Plot 69184, Floor 1, Bar 1, Block 8 Industrial, Gaborone
Postal address: P.O. Box 26 ADC, Gaborone
Email: compliance@alphadirect.co.bw
Website: www.alphadirect.co.bw
All telephonic complaints should be formalised by submitting them in writing via email, fax, hand delivery or post.
Step 2 — Escalation
- Complaints made to the company are overseen by our Principal Officer, who is part of the Senior Management Team.
- After a complaint is made, if it is not immediately resolved, we may need to investigate. This process may take 2–5 working days.
- If you are not satisfied with the response from the Line Manager, you may escalate the matter directly to the Principal Officer.
- The Principal Officer will address the complaint as soon as possible.
- If you are not happy with the response from the Principal Officer, please escalate the matter to the Non-Bank Financial Institutions Regulatory Authority (NBFIRA), an external regulatory body:
The Chief Executive Officer
Non-Bank Financial Institutions Regulatory Authority
Private Bag 00314, Gaborone
3rd Floor, Exponential Building, Plot 54351, New CBD
Tel: (+267) 310 2595 / 368 6100
Fax: (+267) 310 2376
Step 3 — Resolution
When your complaint is resolved, we will confirm this with you within 10 business days.
NBFIRA has jurisdiction over all insurance activities in Botswana and will assist you if you have been unable to resolve your complaint directly with Alpha Direct Insurance Company.