About Tausi
Complaints and concerns
If something hasn't gone as it should, tell us. This is how we handle it.
How to raise a complaint or concern
- Contact us in writing (letter or email) or by phone with a Tausi official. You can also meet our grievance officer in person at our office.
- Give your name and address, and your policy number, claim number or the ID number of the insured.
- Be specific about the issue and give all the important facts, including events, that may have a bearing.
- Include copies of all relevant documents, such as letters, quotations and previous correspondence.
- Provide proof of any losses, where this applies.
- Tell us the solution or action you believe would resolve the issue.
Grievance officer
Sammy Muriuki
- complaints@tausiassurance.com
- Phone
- +254 709 914 000
- Post
- P.O. Box 28889 – 00200, City Square, Nairobi
- In person
- Tausi Court, Tausi Road
Off Muthithi Road, Westlands
What happens next
Acknowledgement
We acknowledge your complaint in writing by email and give you a ticket number to use in all correspondence.
Within 24 hours
The grievance officer emails you the details of the officer handling your complaint.
Within 48 hours
The handling officer replies in writing, by email, with a solution.
Follow-up
Our grievance officer contacts you to make sure the matter has been resolved to your satisfaction.
After eight weeks
If we have not resolved it, you can take your complaint to the Consumer Protection Division of the Insurance Regulatory Authority.
If we can't resolve it within eight weeks
You can take your complaint to the Consumer Protection Division, Insurance Regulatory Authority: P.O. Box 43505 – 00100, Nairobi · commins@ira.go.ke · +254 20 4996000