We, at NICO General Insurance Company Limited, recognize the critical role that our customers play towards the achievement of our vision, mission, and values.
For this reason, we view you as our partner. We have therefore made a conscious decision to drive customer-centricity as a core part of our agenda. This Customer Service Charter aims to outline our commitment to you, and to inform you of the provisions we have made for the purpose of delivering a superior experience to you.

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.

*Support on all channels is available from 07:30 to 16:30 hrs from Monday to Friday each week except for public holidays


Blantyre – Head OfficeNICO 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 OfficeSongwe Border
Website (supports chat functionality)
Call CentreToll Free number 323
WhatsApp0991 323 323
LinkedInNICO Group Malawi


Our Promise on Timelines

In our drive for customer centricity, we work to meet the following timelines in our service delivery:

Provision of quotationsWithin 3 working days
Creation of a new policyAt time of payment
Issuing of certificate (disc)At time of payment
Issuing of policy documentWithin 7 working days
Amending a policyWithin 2 working days
Issuing an account statementWithin 1 working day
Acknowledgement of claim notificationWithin 2 working days
Paying a claimWithin 14 working days after signing a discharge
Authorization of repairs / Release of Discharge VoucherWithin 10 working days after acknowledgement
Appointment of AssessorWithin 3 working days
Assessor submission of reportWithin 5 days after appointment 
Cancelling a Policy At time of communication 
Premium Refund after policy cancellationWithin 5 working days
Payment of commission to brokersWithin 5 working days
Acknowledging enquiries, complaints, and requests raised in writingWithin 24 hours
Resolving and responding to enquiries, complaints, and request raised in writingWithin 7 working days of acknowledgement 
Your Rights and Obligations
As our customer, you have the right to:

  • 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

If you are still not satisfied with the support rendered, you may raise your complaint to the Reserve Bank of Malawi through the following contact information:
Hotline: 80 008 444 (MTL lines only)
Telephone: 0 111 642 669

Write to:
The Consumer Protection and Financial Literacy Unit
Reserve Bank of Malawi
10 Hannover Avenue
P.O. Box 565