Your voice matters to us.
If something has gone wrong or you have a concern, we want to help make it right. Here is how to raise a complaint and what to expect.
How to raise a concern
If you are unhappy with any part of your BimaFikia experience, or need help understanding a complaint about an insurance product, you can contact us using the general contact form or any confirmed support channel.
When raising a concern, it helps to include your name, a clear description of the issue, any relevant dates or reference numbers, and what outcome you are hoping for.
What happens next
Once we receive your complaint, we will acknowledge it and work to understand the issue. If the complaint relates to an insurance product, we may need to involve the relevant insurance provider, as claims and policy decisions are ultimately made by the insurer.
If your complaint is about an insurance provider
BimaFikia can help you understand the process, but the insurance provider is responsible for decisions about your policy and claims. If you are not satisfied with the insurer's response, you have the right to escalate the matter.
Regulatory escalation
The Tanzania Insurance Regulatory Authority (TIRA) is the government body responsible for overseeing the insurance industry and protecting consumer interests. If you have exhausted the insurer's internal complaints process and remain dissatisfied, you may escalate your complaint to TIRA.
TIRA House, 3 TIRA Street, 41104 Tambukareli
P.O. Box 2857, Dodoma, Tanzania
Email: coi@tira.go.tz
Phone: +255 22 213 2537
Website: www.tira.go.tz
TIRA MIS Portal: tiramis.tira.go.tz
Consumer Consultative Council: www.tiraccc.go.tz
Data protection concerns
If your complaint relates to how your personal data has been handled, you may also contact the Personal Data Protection Commission (PDPC). The PDPC oversees compliance with the Personal Data Protection Act, 2022.
We welcome feedback too
Not everything needs to be a complaint. If you have ideas on how we can improve, or something worked particularly well, we would like to hear about that too.
Contact BimaFikia