Complaints Procedure

We would always rather hear that something has gone wrong than not hear it. A complaint tells us where our service has failed, and it is the fastest route to putting it right. This page explains how to complain, what we will do, and where you can take the matter if we cannot resolve it.

Complaining costs you nothing, at any stage.

Last updated: 10 August 2026.

Contact us in whichever way is easiest for you.

• Telephone — 5252 5688 or 5254 8855, Monday to Friday, 08:30 to 17:00.
• Email — info@globalequity.mu, marking your message “Complaint”.
• In writing — Global Equity Insurance Brokers, Suite 217, Ebene Junction, Rue de La Democratie, Ebene, Mauritius.

It helps us if you can include your name and how to reach you, the policy or claim reference if there is one, what happened and when, and what you would like us to do to put it right. If you would prefer someone to complain on your behalf — a family member, an adviser, a colleague — that is fine; we will just ask for your written authority before we discuss your affairs with them.

We will acknowledge your complaint in writing within three working days and tell you who is dealing with it. That person will be someone with the authority to resolve it and, wherever possible, someone not directly involved in what you are complaining about.

We will investigate properly: read the file, listen to the people involved, and check what was actually said and agreed rather than what should have been. We will aim to give you a final written response within thirty working days of receiving your complaint. That response will explain what we found, what we are doing about it, and what to do next if you remain unhappy.

If a complaint is complicated enough that we cannot meet that timetable, we will write to you before it expires, explain why, and give you a revised date.

Some complaints are really about a decision an insurer has made — a declined claim, a settlement figure, a policy term applied in a way you did not expect. Tell us anyway. We will take it up with the insurer on your behalf, put the argument in the terms the policy wording and the market will respond to, and stay involved until it is resolved. Insurers licensed in Mauritius operate their own complaints procedures, and the Financial Services Commission’s guidance to insurance companies sets a standard of acknowledgement within three working days and settlement of a complaint within thirty working days.

Being represented matters most at exactly this point. You are entitled to complain to the insurer directly, but you do not have to do it alone.

If we cannot resolve your complaint, or you are unhappy with our final response, you can refer the matter to the Office of Ombudsperson for Financial Services. The Ombudsperson was established by the Ombudsperson for Financial Services Act 2018 and can consider complaints against financial institutions regulated by the Financial Services Commission and the Bank of Mauritius — a category that expressly includes insurance companies and insurance intermediaries such as ourselves.

Two conditions matter. You must first have made your complaint to us in writing and given us the opportunity to respond that the Act allows. And you must refer the matter within six months of receiving our decision, or of the expiry of the period we had in which to give one. The Ombudsperson can make an award of compensation, and an award is binding on the financial institution.

Office of Ombudsperson for Financial Services, SICOM Tower, Wall Street, Ebene 72201. Telephone 460 0473 or 460 0474. Email ombudspersonfs@ofsmauritius.org. Website ofsmauritius.govmu.org. The service is free to complainants, and complaint forms are available on the website. Please confirm the current address and submission route on that site before sending papers, as office details change from time to time.

The Financial Services Commission supervises us as an insurance broker. Since 16 March 2026 complaints to the Commission must be submitted through its online complaints portal at complaints.fscmauritius.org; complaints made by telephone, by email or in person are no longer entertained. The Commission generally directs complaints against domestic licensees to the Ombudsperson, so for a dispute about our service or about a claim the Ombudsperson is normally the right route.

Financial Services Commission, FSC House, 54 Cybercity, Ebene. Telephone 403 7000. Website fscmauritius.org.

If your complaint is about how we have handled your personal data, please raise it with us in the same way. You also have the right to complain to the Data Protection Commissioner at the Data Protection Office — telephone 460 0251, email dpo@govmu.org, website dataprotection.govmu.org. Our privacy policy sets out your rights in full.

We keep a record of every complaint, what it concerned and how it was resolved, for at least three years from the date it was made, and for longer where the underlying contract runs longer than that. We review those records so that a pattern in individual complaints becomes a change in how we work.

Nothing in this procedure affects your right to take legal advice or to bring proceedings. Using our complaints procedure, or the Ombudsperson, does not require you to give up any legal right.