Make a complaint.

How we handle complaints.

Last updated: October 2025

How to make a complaint

You can submit a complaint through any of the following channels:

• Online the complaint form on this page
• Email pntegyereize@padrepioinsurance.com
• Phone +256 782 671157
• Office Plot 31, Golf Course Road, Kololo, Kampala

Please include your name, contact details, policy number (if applicable), and details of your complaint.

Our complaints process

1. Acknowledgment: We will acknowledge receipt of your complaint within 24 hours.
2. Review: Your complaint will be handled by a qualified officer not directly involved in the matter.
3. Updates: You will receive updates on the progress of your complaint at least every 5 business days.
4. Decision: A written decision will be provided within 14 calendar days.

If the matter is complex and requires more time, we will inform you and may request an extension from the Insurance Regulatory Authority (IRA).

Next steps: If you are not satisfied with our resolution, you may escalate your complaint to the IRA Complaints Bureau for external review.

Insurance Regulatory Authority contacts

Our commitment

We handle all complaints fairly, confidentially, and promptly in line with the Insurance (Internal Dispute Resolution) Guidelines, 2024 issued by the IRA.