Complaints procedure

You can complain in whichever way is easiest for you:

• from your account — open the request or policy and choose “Raise a complaint”;
• by email to support@covva.com.gh;
• through our contact form;
• by phone or in writing, using contact details to be confirmed before launch.

Please tell us your name, how to contact you, the request or policy reference (if any), what happened and what you would like us to do. You can ask someone to complain on your behalf with your written permission.

We record every complaint and route it to the party responsible:

• Your broker of record — advice, quotes, the information given to you, and help with claims.
• The insurer — underwriting decisions, policy terms, claim decisions and payments. Your broker helps you raise these.
• Covva — the website and apps, our customer service, data protection and how information was displayed.

If a complaint involves more than one party, we coordinate so that you do not have to explain it twice, and we tell you who is dealing with each part.

1. Acknowledgement — within a number of working days to be confirmed before launch, with a reference number and the name of the person handling it.
2. Investigation — we, your broker or the insurer review what happened, including records and messages. We may ask you for more information.
3. Final response — we aim to resolve complaints within 14 days. If we need longer, we will tell you why and when to expect an answer.
4. If you are not satisfied — our final response explains how to escalate, including to the National Insurance Commission.

If your complaint about a broker or insurer is not resolved to your satisfaction, or you have not received a final response within the time above, you can refer it to the Complaints Bureau of the National Insurance Commission (NIC).

Website: nic.gov.gh. Additional contact details are to be confirmed before launch.

Complaints about how we handle personal data can also be raised with the Data Protection Commission.

• Making a complaint is free and will never affect how your request or claim is treated.
• We will be clear, keep you updated and explain decisions in plain language.
• We review complaint trends regularly to fix root causes, and report them to our risk & compliance committee.