Your rights:

1. You have a right to be informed; in simple and clear terms how the insurance works and how it will meet your needs.

2. You have a right to purchase insurance cover from an insurance company of your choice.

3. You have a right to be treated fairly by your insurance company

4. You have a right to be given written reasons if you have been denied cover.

5. You have a right to receive and keep a policy document if you pay your premiums and meet the responsibilities.

6. You have a right to be informed in writing if your policy is not being renewed, cancelled or altered.

7. You have a right to cancel you policy at anytime

8. You have a right to be advised of the consequences of canceling your policy and any breach of the contract, including failure to pay your premiums

9. You have right to prompt and fair handling of your claims

10. You have a right to reasonable repair of your damaged car, property and indemnification of any loss incurred.

11. You have a right to dispute your insurance company's refusal to pay benefits

12. You have a right to register a complaint about your insurance company

13. You have a right to professional service by your insurance company, broker or agent


1. Is the seller registered or not?

It is mandatory that any person carrying on the business of insurance should possess a registration certificate from the office of the Registrar of Insurance and Retirement Funds (RIRF). Never deal with anyone who is not registered.

2. Where are the seller's offices?

You need to know where to find the seller in case you need some assistant from him/her. The seller should give you his/her physical address, postal address, telephone number and cell number.

3. Which insurer underwrites the funeral cover?

It is important that a funeral business be underwritten by a registered insurance company, based in Swaziland. It is illegal to take an insurance policy from outside of Swaziland. If you are not sure whether the company is registered or not; you can enquire from the office of the Registrar of Insurance and Retirement Funds (RIRF), (Tel:24068000; Toll free: 24040589)

4. Where are the offices of the insurer?

It is important for you to know where the offices of the insurer are; in case you need to lodge a claim or have a complaint regarding your policy.

5. Is the insurer/underwriter registered in Swaziland?

Never deal with any insurer/underwriter that is not registered in Swaziland.

6. What are the benefits of the policy?

The benefits of the policy should be properly explained to you before you make the decision to sign for it. Never rush to sign a policy until you have understood what it provides and whether those benefits are relevant to your situation. It is the duty of the seller to explain to you and to provide you with written information about the benefits of the policy being sold to you.

7. Who may be included in the policy?

These are the people that may be included for cover in your policy. In the first instance, this must be explained to you in order to avoid missing out some people or including people who are not suppose to be included in the policy. Make sure to include all the people who are eligible for inclusion in the first instance; especially if those people are already in existence as eligible dependants.

8. How much is the premium?

This is the amount you will pay for the policy including all other fees. This must be properly explained to you so that you can evaluate your ability to pay. The seller must disclose if the premium will increase over time or not.

9. How do you pay?

You need to know whether you will be paying monthly, quarterly or annually. The seller must provide you with banking details of the insurer and make sure to keep proof of payment each time you pay.

10. What happens if you miss premiums

This must be explained in the terms and conditions of the policy. A funeral policy would normally lapse after 3 months non-payment.

11. When does the cover start?

There may be waiting periods applicable. You need to be sure from what time would you expect assistance should a case of death occur.

12. Is there a waiting period applicable and how?

Funeral policies usually carry a waiting period. A waiting period is the time lapse after which the insured person becomes entitled to the cover. Usually no benefit is paid if death occurs during the applicable waiting period. This must be contained in the conditions of the policy and the seller should explain it to you.

13. When does cover cease for my children?

The seller should explain to you if at any point cover would cease, especially in the case of grown up children. This must also be contained in the terms and conditions of the policy

14. How do you claim should any of the people covered in the policy die?

A claim process would normally include the submission of certain documents, including certificates and identity documents. This must be explained to you in detail in the terms and conditions of the policy. Make sure that all the required documents are ready even before anything happens in order to avoid having to run around in the last minute

15. When do you get the policy document?

It is your right to receive and keep the policy document. You must familiarize yourself with the terms and conditions of the policy in order to avoid disappointments on things that you should have known earlier.

16. Are there any exclusions?

Exclusions must appear in the terms and conditions of the policy. Make sure to enquire about the exclusions before you sign the policy.

17. What happens if you decide to cancel the policy?

Normally, if you cancel a funeral policy after the grace period there would be no refund of premiums. The seller must explain to you what happens if you cancel a policy under different situations.

18. What happens if you have a complaint?

In terms of the Insurance Act, you need to first direct your complaint to the insurer. If you are not satisfied with the response or the insurer fails to respond to you within 30 days, you can report your complaint to the Insurance and Retirement Funds Adjudicator. All complaints must be made in writing and make sure to keep a copy of each correspondence.