Orodha

Huduma
Inayotolewa

Mahitaji ykupokea/kupata
huduma

Gharama ya
Huduma (Ksh)

Muda wa
Utekelezaji

1.

Kushughulikia wageni

Kuwasili kwa mgeni

Bila malipo

Ndani ya dakika tano baada ya kuwasili kwenye mapokezi

2.

Majibu ya mawasiliano ya kawaida na maswali ya jumla

Simu inayoingia

Bila malipo

Ndani ya milio mitatu

3.

Majibu ya mawasiliano ya kawaida na maswali ya jumla

Barua iliyoandikwa kupokelewa rasmi

Bila malipo

Kukiri upokezi ndani ya siku mbili za kazi

Kupokea ombi la barua pepe

Bila malipo

Siku moja ya kazi

4.

Utatuzi wa malalamiko ya wateja

Kupokea malalamiko rasmi

Bila malipo

• Kukiri upokezi wa malalamiko ndani ya siku 2 za kazi
• Malalamiko rahisi kutatuliwa mara moja
• Malalamiko ya wastani yatatuliwe ndani ya siku 14 za kazi
• Malalamiko changamano yachunguzwe hadi suluhu ya
  kuafikiana ipatikane

Fomu ya madai ya fidia iliyokamilishwa ipasavyo na kuwasilisishwa pamoja na hati zifaazo.

6.

Huduma za usimamizi wa kisheria

Barua ya uteuzi na Mamlaka ya Udhibiti wa Bima

Kama ilivyojadiliwa na kuafikiwa na mamlaka ya uteuzi

Ndani ya siku 365 baada ya kuteuliwa.

7.

Kusitisha/kusimamisha makampuni ya bima

Uteuzi kwa amri ya Mahakama

Kama ilivyojadiliwa na kuafikiwa na mamlaka ya uteuzi

Shughuli huanza ndani ya masaa 24 baada ya kuteuliwa.

8.

Malipo ya wauzaji

Nyaraka zifaazo:

• Agizo la Ununuzi/Agizo la Huduma.
• Ankara

Bila malipo

Malipo yanatolewa ndani ya siku 30 baada ya kupokea
bidhaa/huduma.

9.

Malipo ya Ushuru

• Ushahidi wa malipo
• Kurejesha fomu

Bila malipo

Siku moja ya kazi

S/No.

Service Rendered

Requirements to obtain

Service

Cost of Service
(KShs.)

Timeline

1.

Attending to visitors

Arrival of a visitor

Free

Within five minutes upon arrival at the reception

2.

Receiving incoming calls

Incoming call

Free

Within three rings

3.

Response to routine correspondence and general enquiries

Written correspondence formally received

Free

Acknowledgement within 2 working days

Receipt of email request

Free

1 working day

4.

Resolution of customer complaints

Receipt of formal complaint

Free

• Acknowledgement within 2 working days
• Simple complaints to be resolvedbimmediately
• Moderate complaints to be resolved within 14 working days
• Complex complaints to be investigated until an amicable solution is arrived at

Duly completed compensation claim form submitted with prescribed supporting Documentation.

6.

Statutory Management Services

Appointment Letter by Insurance Regulatory Authority

As negotiated with the appointing authority

Within 365 days after appointment.

7.

Liquidate Insurance Companies

Appointment by Court Order

As negotiated with the appointing authority

Process commences within 24 hours upon appointment

8.

Payment of suppliers

Supporting documents:

• Local Purchase Order/Local Service Order.
• Invoice

Free

Payment made within 30 days upon receipt of goods/services

9.

Receipt of Levy

• Evidence of payment
• Return form

Free

I working day