Complaints Procedure
If something has gone wrong, tell us. Here is exactly what happens next.
Last updated: 24 September 2026
Namforce Life Insurance Ltd is a Namibian long-term insurer regulated by the Namibia Financial Institutions Supervisory Authority (NAMFISA). We would rather hear from you than have you stay unhappy in silence. A complaint costs you nothing, it will not affect your cover, and it is often the only way we learn that something in our process is not working.
Step 1 — Tell Us
Bring the matter to us first. You can do this in whichever way is easiest for you:
- Email info@namforce.com.na with "Complaint" in the subject line.
- Call +264 (0) 61 202 3800.
- Visit us at Millennium House in Windhoek, or our Oshakati branch at the Kobra Complex on Main Road.
- Write to us at P O Box 21056, Windhoek, Namibia.
You may complain in English or in any local language, either yourself or through someone you authorise to act for you. There is no form to fill in.
What to Include
It helps us resolve the matter faster if you tell us your policy number, what happened and when, the names of anyone you have already dealt with, what you would like us to do about it, and how best to reach you. Please send copies of any supporting documents rather than originals.
What Happens Next
- We acknowledge your complaint within two business days of receiving it, and tell you who is handling it.
- We investigate and give you a written response within twenty business days.
- If the matter is complex and we need longer, we will tell you why before that period ends, and give you a date by which you can expect our answer.
- Our response will explain the outcome, the reasons for it, and what you can do if you are not satisfied.
Step 2 — Ask Us to Look Again
If our answer does not resolve the matter, say so. Ask for the complaint to be reviewed by management, and a senior person who was not involved in the original decision will look at it afresh. Tell us which part of our response you disagree with and why, and send anything further you would like us to consider.
Step 3 — Escalate to NAMFISA
If you are still not satisfied once we have given you our final response, you may take the matter to NAMFISA's Complaints Department. NAMFISA expects you to have raised the complaint with us first, so keep copies of your correspondence with us. Lodging a complaint with NAMFISA is free.
NAMFISA Complaints Department51–55 Werner List Street, Gutenberg Plaza, Upper Ground Floor, Windhoek
P O Box 21250, Windhoek
+264 (0) 61 290 5134 or toll free 0800 290 500
complaintsdept@namfisa.com.na
www.namfisa.com.na
The Financial Services Adjudicator Act provides for an independent adjudicator to decide disputes of this kind. Those provisions are not yet in operation, so NAMFISA remains the route for now. We will update this page when that changes.
Your Rights Are Not Affected
Using this procedure does not take away your right to approach a court of law, and it does not interrupt any time limit that applies to a legal claim. Complaining does not affect your cover, your premiums or how we treat you.
How We Handle Complaints Internally
We record every complaint, the outcome and how long it took, and we review that record so that recurring problems get fixed rather than repeated. Your complaint is treated in confidence and shared only with the people who need it to resolve the matter, as set out in our Privacy & Fraud Policy.
If your complaint concerns suspected fraud, you may report it anonymously. No one who reports a suspicion in good faith will suffer for having done so.
Contact Us
Namforce Life Insurance LtdMillennium House, 2nd Floor
Cnr Robert Mugabe Ave & Dr.AB May Street
Windhoek, Namibia
P O Box 21056
+264 (0) 61 202 3800
info@namforce.com.na