Contact

Queries

If you’re already a customer, email us at queries@ecareplan.co.za or call us on 021 045 1641. If you’re interested in signing up, call us on 021 045 1640

Claims

For claims, please email us at claims@ecareplan.co.za or call us on 021 045 1641.

Complaints

If you are not satisfied with your policy or the services provided by Smart Care Solutions on behalf of Absa Life, please email Smart Care Solutions on complaints@ecareplan.co.za or call on 021 045 1641 so that we can resolve the situation quickly. If your complaint has not been resolved or you are not satisfied with a decision we have made regarding your claim, you can put your complaint in writing and send it to us:

Email:
absalifecrc@absa.co.za

Post:
Absa Life Complaints Resolution Committee
PO Box 421
Johannesburg
2000

Where your complaint has not been resolved, or where you are not happy with the decision made by the Complaints Resolution Committee, you can contact the relevant Ombudsman using their contact details provided below.

In the event that you have exhausted all internal complaints channels and you are not satisfied with the outcome, please contact National Financial Ombud Scheme (NFO) as per below:

National Financial Ombud Scheme (NFO)

If you want to complain about this insurance product, its terms or the way that the product is administered, please contact the NFO.

NFO Johannesburg
110 Oxford Road
Houghton Estate
Johannesburg
2198

NFO Cape Town
Claremont Central Building (6th Floor)
6 Vineyard Road
Claremont
7708

Tel: 0860 800 900 Email: info@nfosa.co.za Website: www.nfosa.co.za

The Ombudsman for (FAIS)

If you want to complain about the way this policy was sold, please contact The Ombudsman for Financial Advisory and Intermediary Services (FAIS):

The Ombudsman for FAIS
PO Box 41
Menlyn Park, 0063

Tel: 012 762 5000/ 012 470 9080 Email: info@faisombud.co.za Website: www.faisombud.co.za

Compliance Officer

If you feel that Smart Care Solutions has contravened the provisions of the Financial Advisory and Intermediary Services Act, 37 of 2002(FAIS Act), and/or has rendered financial services in a manner that may affect you adversely, please contact the Smart Care Solutions Compliance Officer at Grant.Young@absa.africa.

Physical address

3rd Floor,
Grove Exchange,
9 Grove Ave,
Claremont
Cape Town
7701