Treating Customers Fairly
At All United, we believe insurance should be clear, fair, and suited to your needs.
Treating Customers Fairly, often called TCF, guides the way we deal with every client. It affects how we explain cover, discuss policy terms, help with claims, and handle complaints. We want you to know what you are buying, what it costs, what is covered, what is not covered, and what you can expect from us at every stage.
What TCF means for you
When you deal with All United, you should be able to expect:
- clear and honest communication
- cover options that match your needs
- proper explanation of costs, exclusions, waiting periods, excesses, and conditions
- advice that takes your circumstances into account
- service and support before, during, and after the sale
- fair handling of questions, changes, claims support, and complaints
Our commitment to fair treatment
1. Fair treatment is part of how we work
We aim to place fairness at the centre of our client service. This is part of our daily work, our communication, and the way we support our clients.
2. We help clients choose suitable cover
Insurance is not one-size-fits-all. We take time to understand your needs and help you compare cover options that fit your situation, budget, and level of risk.
3. We give you clear information
You should not have to guess what your policy says. We aim to give you information that is clear, timely, and easy to understand before the sale, at the point of sale, and during the life of your policy.
4. Our advice must fit your needs
If we give advice, it should take your circumstances into account. We work to understand your needs so that any recommendation is suitable for your situation.
5. Products and service should match what you were told
We do our best to explain how cover works, what benefits apply, and what limits or exclusions may affect a claim. You should have a clear understanding of what your policy does and does not provide.
6. We aim to remove unfair barriers
We aim to make it straightforward for you to:
- update your policy
- ask questions
- submit documents
- raise concerns
- lodge a complaint
- get help with the claims process
How All United applies TCF in practice
We apply fair treatment across the full client relationship, including:
- policy comparisons
- new applications
- renewals
- policy amendments
- premium discussions
- claims support
- complaint handling
- ongoing communication
We also aim to explain key policy points in plain language, including:
- premiums
- excess amounts
- waiting periods
- exclusions
- claim requirements
- renewal changes
- cancellation terms
Complaints and feedback
If you are unhappy with any part of our service, we want to hear about it as soon as possible.
Your feedback gives us the chance to deal with problems quickly and improve how we work. We take complaints seriously and aim to handle them fairly, respectfully, and within a reasonable time.
To raise a complaint or service concern, contact:
All United
All United
Phone: 087 234 9550
Email: info@allunited.co.za
Address: Warne House, Garlicke Drive, Ballito, KZN
Your personal information
Fair treatment also includes respecting your privacy. When you share personal information with us, we handle it in line with our internal processes and legal obligations.
For more information, please read our Privacy Policy.
Why this matters
Insurance can be complex. You need to know that your broker is dealing with you fairly, explaining things properly, and helping you make informed decisions.
At All United, we take that responsibility seriously. We want you to feel informed, respected, and supported from the first conversation through to ongoing service.