Service Delivery Charter

S/No.

Service Rendered

Requirements to obtain

Service

Cost of Service
(KShs.)

Timeline

1.

Attending to visitors

Arrival of a visitor

Free

Within five minutes upon arrival at the reception

2.

Receiving incoming calls

Incoming call

Free

Within three rings

3.

Response to routine correspondence and general enquiries

Written correspondence formally received

Free

Acknowledgement within 2 working days

Receipt of email request

Free

1 working day

4.

Resolution of customer complaints

Receipt of formal complaint

Free

• Acknowledgement within 2 working days
• Simple complaints to be resolvedbimmediately
• Moderate complaints to be resolved within 14 working days
• Complex complaints to be investigated until an amicable solution is arrived at

Duly completed compensation claim form submitted with prescribed supporting Documentation.

6.

Statutory Management Services

Appointment Letter by Insurance Regulatory Authority

As negotiated with the appointing authority

Within 365 days after appointment.

7.

Liquidate Insurance Companies

Appointment by Court Order

As negotiated with the appointing authority

Process commences within 24 hours upon appointment

8.

Payment of suppliers

Supporting documents:

• Local Purchase Order/Local Service Order.
• Invoice

Free

Payment made within 30 days upon receipt of goods/services

9.

Receipt of Levy

• Evidence of payment
• Return form

Free

I working day