Consumer Information

Essential information to help you understand your rights, make informed decisions, and protect your interests in pensions and insurance matters.

Consumer Protection

Your rights and protections as a consumer of pension and insurance services in Zambia.

Your Rights

1

Right to Fair Treatment

All consumers must be treated fairly, honestly, and with respect throughout the business relationship.

2

Right to Clear Information

Receive clear, accurate, and understandable information about products, services, and terms.

3

Right to Privacy

Your personal information must be protected and used only for legitimate business purposes.

4

Right to Redress

Access to fair and efficient complaint resolution mechanisms when problems arise.

Consumer Protection

Product Transparency

All insurance and pension products must have clear terms, conditions, and fee structures disclosed upfront.

Claims Settlement

Insurance claims must be processed fairly and promptly according to policy terms and legal requirements.

Professional Conduct

All insurance and pension professionals must adhere to high ethical standards and professional competence.

Complaint Handling Process

If you have a complaint against an insurance company or pension scheme, follow our structured process for resolution.

1

Contact the Service Provider

First, raise your complaint directly with the insurance company or pension scheme through their internal complaints process.

  • • Use their official complaints procedure
  • • Keep records of all communications
  • • Allow reasonable time for response
2

Escalate to PIA

If unsatisfied with the response, or if no response is received within prescribed timeframes, escalate to PIA.

  • • Submit complaint within 30 days
  • • Provide all relevant documentation
  • • Include provider's response if any
3

PIA Investigation

PIA will investigate your complaint and facilitate resolution through mediation or regulatory intervention.

  • • Independent investigation
  • • Mediation and facilitation
  • • Regulatory action if necessary

File a Complaint

Consumer Education

Educational resources to help you make informed decisions about pensions and insurance products and services.

Understanding Insurance

Learn about different types of insurance, how they work, and what to consider when purchasing coverage.

Pension Planning

Guidance on retirement planning, understanding pension schemes, and maximizing your retirement benefits.

Financial Literacy

Basic financial concepts, budgeting, saving, and making informed financial decisions for your future.

Claims Process

Step-by-step guide on how to file insurance claims and what to expect during the claims process.

Consumer Alerts

Stay informed about scams, fraudulent schemes, and important updates affecting consumers.

FAQs

Frequently asked questions about pensions, insurance, and consumer rights with detailed answers.

Consumer Tips

Practical advice to help you navigate the pensions and insurance landscape safely.

Before You Buy

  • • Research the provider's reputation
  • • Compare products and prices
  • • Read terms and conditions
  • • Ask questions about unclear terms

When Signing Up

  • • Provide accurate information
  • • Keep copies of all documents
  • • Understand payment terms
  • • Note important dates and deadlines

During the Policy

  • • Keep records updated
  • • Pay premiums on time
  • • Review policy regularly
  • • Report changes promptly

When Making Claims

  • • Report claims immediately
  • • Provide all required documentation
  • • Keep records of all communications
  • • Follow up regularly on progress