Complaints Procedure
We value your feedback and are committed to resolving your concerns fairly and promptly.
48 Hours
Acknowledgment Time
Our 4-Step Complaints Process
Simple, transparent, and fair
01
Tell Us
Visit any branch, call us, or email us with your concern.
02
We Acknowledge
You receive a reference number confirming your complaint is logged within 48 hours.
03
We Investigate
A dedicated officer reviews your complaint fairly and objectively.
04
We Resolve
You receive a written outcome with reasons and next steps.
Information to Include in Your Complaint
Full Name
As the policyholder or complainant
Policy Number
If applicable to your complaint
Contact Details
Phone, email, or postal address
Description of the Complaint
A clear account of your concern
Date of the Incident
When the issue occurred
Supporting Documents
If available, to support your complaint
Ways to Reach Us
Walk-in
Any BLIC branch or Head Office
Mon-Fri, business hours
Telephone
3216290
Mon-Fri, 08:00-17:00
complaints@blic.co.bw
24/7, acknowledgment within 48 hours
Written Correspondence
Addressed to the Customer Experience Manager
Registered BLIC address
Website
Online complaints form
24/7, acknowledgment within 48 hours
Social Media
Official BLIC pages
Monitored during business hours
Intermediary / Agent
Via your appointed BLIC agent or intermediary — registers the complaint on your behalf
If You're Not Satisfied — Escalation Path
Internal Escalation (within BLIC)
Customer Experience Manager
Unresolved after 10 working days, or you're unhappy with the outcome — +5 working days
Head of Operations & Principal Officer
Unresolved at Level 1, or involves senior staff conduct — +5 working days
Chief Executive Officer
Unresolved at Level 2, or systemic/reputational risk identified — +10 working days
External Recourse (outside BLIC)
Non-Bank Financial Regulatory Authority (NBFIRA)
Policyholder Complaints Desk — Primary insurance regulator in Botswana. Refer if unresolved internally or a regulatory breach is alleged.
Non-Bank Financial Institutions Tribunal (NBFIT)
Where the customer is not satisfied with the outcome of the regulator, they may appeal the decision to the NBFIT.
Courts of Law
Legal proceedings before the courts of Botswana — available if you choose to pursue legal recourse.