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Complaint Procedure
Complaints may be received through our Head Office, email, phone, WhatsApp, and official social media handles. Mutual Benefits acknowledges all complaints within 24 hours and provides a clear escalation path where a customer is not satisfied with the outcome.
Key Point
24-hour acknowledgement
All complaints received by Mutual Benefits are acknowledged within 24 hours.
Key Point
Multiple complaint channels
Complaints may be lodged through head office walk-ins, email, phone calls, WhatsApp, and official Mutual Benefits social media handles.
Key Point
Formal escalation available
If a customer is not pleased with the resolution, the matter can be escalated to the Nigerian Insurers Association, an agreed arbitrator, and then NAICOM.
Channels
How complaints may be received
Mutual Benefits accepts complaints through several official channels so that customers can reach us using the route that is most convenient for them.
Official complaint channels include
- Walking into our Head Office to lodge a complaint.
- Email: info@mutualng.com or mutualcare@mutualng.com.
- Phone call: 02018889113 or 09039819143.
- WhatsApp: +2348169042592.
- Official social media handles: Instagram, Facebook, LinkedIn, and X.
Resolution
How complaints are treated
All complaints received are acknowledged within 24 hours. Treatment of complaints is handled in a timely and fair manner for everyone involved.
Where necessary, Mutual Benefits may request additional information or supporting documents in order to achieve a satisfactory resolution.
What customers should expect
- Acknowledgement within 24 hours of receipt.
- Timely and fair treatment of the complaint by Mutual Benefits.
- Requests for additional documents or information when they are required to resolve the issue properly.
Escalation
What happens if you are not satisfied with the resolution
If a customer is not pleased with the resolution provided by Mutual Benefits, the complaint can be escalated through the external channels identified below.
External escalation path
- Contact the Executive Secretary, Nigerian Insurers Association, 42 Saka Tinubu, Victoria Island, Lagos. Tel: 01-7743813 or 01-8043840. Email: info@nigerianinsurers.org.
- If you are not satisfied with the recommendations of the Nigerian Insurers Association, the matter may be referred to an Arbitrator jointly appointed by the customer and the company.
- If still not satisfied, you can ask the National Insurance Commission (NAICOM) to investigate the case through Plot 1239, Ladoke Akintola Boulevard, Garki II, Abuja. Tel: 09-8756021. Email: contact@naicom.gov.ng.