SICOM

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SICOM Group is committed to providing you with an excellent level of service, but we recognise that there may be occasions when you feel we have not achieved the standards of service that you were expecting and you wish to make a complaint accordingly.

We also value your comments on service provided with which you were particularly impressed and would request you to share it with us. Any feedback helps us grow as a customer-focused company.

How to make a Complaint or leave us a feedback?
In circumstances that you are dissatified with our product or services, you may send us your complaint mentioning the details below through the following channels:


Details
  • Your Name
  • Policy / Loan / Vehicle number
  • Mobile Number
  • Email Address
  • Full Details of your complaint

 


Channels
  • In writing to:
      The Complaints Coordinator
      State Insurance Company of Mauritius Ltd
      SICOM Building 1, Sir Célicourt Antelme Street,
      Port Louis, Mauritius
  • In person by speaking to SICOM’s representatives
  • By calling on 203 8475
  • By email to [email protected]
  • By completing a Feedback Form
  • By completing a Survey form
  • By sending messages on SICOM Social Media Pages (Facebook, LinkedIn, Instagram, Twitter)

We shall acknowledge your complaint within 2 working days after having received it through any of the above channels.


We shall endeavour to resolve your complaint and provide you with a resolution containing the final decision within 14 days after having received it. Should it take longer to resolve due to its complexity, we shall keep you informed of the status of your complaint until it is resolved.

 

In case you are not satisfied with the final response provided to you, or if you do not receive a reply from us within 14 days after having lodged the complaint, you may refer the matter in writing to the Ombudsperson for Financial Services, whose contact details are as follows:

Office of Ombudsperson for Financial Services
8th Floor, SICOM Tower, Wall Street, Ebene Cybercity 72201
Tel: (+230) 460 0473/ 460 0474
Fax: (+230) 468 6473


MEMBERS OF SICOM GROUP
State Insurance Company of Mauritius Ltd
SICOM General Insurance Ltd
SICOM Financial Services Ltd

According to the Road Traffic (Amendment No. 3) Act 2003, new regulations will be applicable to motor vehicle road accidents as from 1st August 2004. The Agreed Statement of Facts ( Constat à l’amiable) has been devised to make procedures easier in cases of minor road accidents where no police intervention is required.

 

 


You can have a form from your nearest filling station or contact directly SICOM.
A ‘Constat à l’amiable’ Form should NOT be filled in where

  • More than 2 vehicles are involved in the accident
  • the driver of the other vehicle does not agree with you on how the accident happened
  • the driver appears to be under the influence of alcohol or drugs
  • there are casualties ( fatal, serious or slight injuries)
  • there is damage to structure and property other than the vehicles ( e.g. traffic signs, guardrails, kerbs, boundary walls, gates etc.)
  • a State–owned vehicle is involved in the accident
  • any of the motor vehicles does not have a valid insurance vignette
  • one of the drivers does not hold a valid driving licence

Call immediately the Insurance Hotline on 203 9011 where assistance will be given to you.

As a Private Car Comprehensive Insurance Policyholder, you are entitled to a complimentary Roadside Assistance Service.

If you are on the move and an accident or a simple breakdown brings you to a standstill, our service provider will deal with the problem quickly and efficiently.

Hotline: 8995

24/7 repair on site

  • Your vehicle runs out of petrol
  • Flat battery
  • Flat tyres
You are entitled to 3 Roadside repairs within 1 annual period of insurance


24/7 Towing Services

  • Accident or breakdown that cannot be repaired on site
You are entitled to 3 Towings within 1 annual period of insurance


Taxi services
In case the breakdown cannot be resolved or in case of accident, if required, our service provider will arrange a taxi for you and your passengers (at your own cost).

Simply call our service provider (24/7) on 8995. Before contacting us, make sure you have the following information handy:

  • The registration number of your vehicle
  • The make/model
  • Details of the event
  • Exact location
  • A contact number
  • The insurance policy number

  • 3 Roadside repairs within 1 annual period of insurance
  • 3 Towings within 1 annual period of insurance

  • Vehicles other than private cars and SUVs
  • Off road rescue cases
  • Cost of spare parts, including battery
  • Cost of petrol for refuelling
  • Unattended vehicles
  • Unregistered vehicles

Call Us on 8995  - Our Roadside Assistance Service will assist you whenever your car is immobilized following an accident or a breakdown.

Our service provider will send a mechanic to attend to basic problems that can be resolved at the roadside. The cost of any spare parts, battery or petrol is to be borne by you.

In case of accident or breakdown that cannot be repaired on site, your vehicle will be towed to the destination agreed (garage, car dealer, salvage yard, etc).