The Insurance unit is one of the flagship companies of the Trustco Group. It has always been our mission to provide Namibians from all walks of life with quality, affordable insurance products and services. With a wide range of short- and long-term products, we cater for most individual’s needs. Our state of the art IT systems and access to all legal and other expertise needed, ensures timeous delivery of quality service to you, our valued customer.
This Customer Service Charter is our service commitment to our members.

We Undertake:

•   To assist you within a reasonable time upon arrival at our offices
•   To serve you in a friendly and professional manner
•   To assist you in a language that you can understand, whenever possible
•   To acknowledge receipt of a claim within 48 hours
•   To inform you of the outcome of your claim within 7 working days after receipt of a complete claim
•   To pay death claims within 3 working days after favourable assessment
•   To treat all information submitted to us with confidentiality
•   To ensure that our staff members are fully trained to respond to customer service queries promptly
•   To resolve your complaint or reassessment within 30 days
•   To develop, implement and maintain policies and procedures to secure public funds in accordance with the requirements of the applicable legislation and Namfisa

You can assist us:

•   By ensuring that you update your details with us regularly 
•   By providing us with all relevant and correct documentation and information on submission of a claim
•   By informing us when you are unhappy with our service delivery

Contact us:

•   We value your complaints, suggestions and compliments
•   Via e-mail:  legal@legalshield.na
•   Via mail:  P O Box 11363, Windhoek
•   Via telephone:  061 -275 4111
•   Emergency Number:  081-1285117

Contact our Regulator:
In the event that your query or complaint has still not be resolved to your satisfaction, it is your right to approach the Insurance Industry.

Regulator for assistance:
Namibia Financial Institutions Supervisory Authority (NAMFISA):
PO Box 21250, Windhoek, Namibia
Telephone: +264 61 290 5000
Toll Free: 0800 290 5000
Website: namfisa.com.na
Email: complaints@namfisa.com.na