Complaint Handling

SAFG requires all client complaints, whether written or verbal, alleging issues such as inappropriate advice, negligent service, fraud, or unethical practices, to be reported to the Compliance Officer, who ensures respectful handling, documentation, and communication with relevant parties to address and resolve the grievance.

SAFG is obligated to thoroughly and reasonably assess all client complaints, adhering to Life Company Compliance Officers’ requirements, to determine if further investigation is warranted for issues such as breaches of confidentiality, unsuitable investments, or serious offenses like theft, fraud, or misrepresentation.

Any complaints that are subject to informal resolution must be handled fairly and responded to promptly.

SAFG should be prepared to assist clients in documenting verbal complaints where it is apparent that such assistance is required.

SAFG must ensure that information about its complaint handling process is made generally available to clients and Brokers so that they are informed as to how

To achieve the objective of handling complaints fairly, SAFG’s complaint handling procedures include standards that allow for a factual investigation and an

SAFG must handle the complaint and provide its substantive response within the time period expected. The time period may vary depending on the complexity of

All client complaints and supervisory obligations must be handled by compliance staff. Each Broker must report complaints. Senior management at SAFG must be