CUSTOMER SERVICE CHARTER
Our Promise
To our valued customers, we promise:
- Excellence
- by driving efficiency in our service delivery
- by using the most efficient means to deliver our products and services
- Integrity
- by safeguarding your information and practicing confidentiality
- by not practicing deception in any form
- Collaboration
- by listening attentively to your enquiries, complaints, requests, and suggestions and acting on them
- by sharing updates and feedback within a specified time
- Professionalism
- by serving you with courtesy and respect
- by delivering on our promises
- Transparency
- By disclosing full information on our products and services
- by informing you when you must expect the service you need to be delivered
- by informing you when there are unexpected delays in service delivery
How to Contact Us
We have setup the following contact channels so our customers can reach us with ease and convenience.
| Channel | Detail |
| Blantyre – Head Office | NICO House, 3 Steward Street, Blantyre (P.O. Box 2592, Blantyre) |
| Lilongwe Branch | NICO Centre, Old Town, Lilongwe (P.O. Box 30421, Lilongwe) |
Mzuzu Branch | Mpico Building, Mzuzu (P.O. Box 226, Mzuzu) |
| Songwe Border Office | Songwe Border |
| Website (supports chat functionality) | www.nicomw.com |
| Call Centre | Toll Free number 323 |
| 0991 323 323 | |
| customercare@nicomw.com | |
| @nicogroupmw | |
| @NICOGroupMalawi | |
| NICO Group Malawi |
Our Promise on Timelines
In our drive for customer centricity, we work to meet the following timelines in our service delivery:
| Service | Timelines |
| Provision of quotations | Within 3 working days |
| Creation of a new policy | At time of payment |
| Issuing of certificate (disc) | At time of payment |
| Issuing of policy document | Within 7 working days |
| Amending a policy | Within 2 working days |
| Issuing an account statement | Within 1 working day |
| Acknowledgement of claim notification | Within 2 working days |
| Paying a claim | Within 14 working days after signing a discharge |
| Authorization of repairs / Release of Discharge Voucher | Within 10 working days after acknowledgement |
| Appointment of Assessor | Within 3 working days |
| Assessor submission of report | Within 5 days after appointment |
| Cancelling a Policy | At time of communication |
| Premium Refund after policy cancellation | Within 5 working days |
| Payment of commission to brokers | Within 5 working days |
| Acknowledging enquiries, complaints, and requests raised in writing | Within 24 hours |
| Resolving and responding to enquiries, complaints, and request raised in writing | Within 7 working days of acknowledgement |
- Lodge a complaint
- Privacy and confidentiality in the handling of your personal information
- See information related to your accounts
As our customer, we expect you to:
- Treat our staff with courtesy
- Respond to requests for information relevant to your product or the process being carried out
Annual Reviews
We will review our Customer Service Charter each year to keep up with changes in the socio-economic and technological environment.
We Value Feedback
If you are unhappy with the service you have received, please raise your complaint to the following:
The Customer Experience Manager
NICO Holdings Plc
P.O. Box 501
Blantyre
cxmanager@nicomw.com
Hotline: 80 008 444 (MTL lines only)
Telephone: 0 111 642 669
Email: complaints-handling@rbm.mw
Write to:
The Consumer Protection and Financial Literacy Unit
Reserve Bank of Malawi
10 Hannover Avenue
P.O. Box 565
Blantyre