Mon-Fri 08:00am - 05:00pm

+234 810 450 5874

CUSTOMER SERVICE CHARTER

CUSTOMER SERVICE CHARTER

Multiline Insurance Brokers Ltd operates as a specialist life insurance company, our major businesses being Group life, Credit Life, Ordinary life, and Superannuation. This Customer Service Charter outlines our commitment, combining our expertise to deliver customized products, comprehensive solutions, and advisory services to our clients.

Exceptional and Professional Service Standards

  • Our offices are always open from 8:00 am - 5:00 pm Monday to Friday (Except Public holidays)
  • We provide prompt, and efficient customer service.
  • Our staff are professional and always undergo continuous training to ensure they are well-equipped.
  • We provide clear comprehensive policy documents outlining the terms and conditions of your cover.
  • We honor all policy benefits outlined in your insurance policy.
  • We are realistic about what we can do and in what time frames.

Provide Timely Response

  • We respond to Phone Calls Immediately and within 24 hours in case of further engagement.
  • We attend to Quote requests within 24 hours.
  • We respond to Website & Social media queries within 15 minutes.
  • We attend to Walk in clients within 15 minutes.
  • We respond to email queries within 24 hours.

Excellent Integration with Our Clients

  • We see clients/visitors within 15 minutes of your arrival or tell you if it is going to take longer.
  • We write to you in clear, concise language that is easily understood.
  • We respond to all emails within 24hrs or inform you if it is going to take longer.
  • We answer telephones within three (3) rings.
  • We listen to you and discuss your requirements fully.

Collect Feedback for Continuous Improvement

  • We regularly consult customers to find out how satisfied they are with the level of service we provide and how we can improve.
  • If you have a concern or complaint, our dedicated customer service representatives guide you through our complaint resolution process, which includes escalation procedures for unresolved issues.
  • We adapt to changing market conditions and customer expectations, striving for excellence in all aspects of our service.

Channel of Communication

You can reach us through multiple channels:

  • Customer Service Hotline : +234 810 450 5874
  • Email : info@multilineinsurancebrokers.com
  • Visit us at: 497B, Ikorodu Road, Ketu, Lagos, Nigeria

We stand by our commitment to provide you with the highest level of service. We recognize the trust you have placed in us to safeguard your financial future, and we are dedicated to being your partner every step of the way.