Complaints

If something's gone wrong, we want to know. Most issues are resolved the same day.

Step 1 — Tell us

Email complaints@rockinsurance.co.zm or WhatsApp +260 97 000 0000. Include your policy number and what happened. We acknowledge within one business day and aim to resolve within five.

Step 2 — Escalate

Unhappy with the resolution? Ask for it to be reviewed by our Head of Ops. We'll respond in writing within ten business days.

Step 3 — PIA

If you're still not satisfied, you can escalate to the Pensions & Insurance Authority. We will provide their contact details on request.