Market Conduct & Customer Rights
IPEC Market Conduct Framework
SATIB Insurance Brokers is committed to the standards set out in the IPEC Market Conduct Framework for Insurance Companies, Pension Funds and Intermediaries (2025). The six commitments below summarise what this means for you as our customer. You can download the full Framework here: Download Framework PDF.
- Honest and suitable advice
We give clear and fair advice that is not misleading. Our advice takes your circumstances into account and is suitable for you. We take reasonable care that our advice and decisions are appropriate where you rely on our judgment, and we act with honesty and integrity in all our dealings.
- Clear information so you can compare and choose
We make sure you are properly informed about the insurance products and services we offer, so you can make effective and informed decisions. We will not mislead you. You should be able to compare the value and cost of insurance products and make informed choices, and our marketing is honest, accurate and balanced.
- Fair treatment – no unfair practices
We do not take advantage of customers who are unable to defend their own interests or who cannot reasonably understand the policy or proposal. If anything is unclear, please ask us and we will explain it in plain language.
- Complaints
You may complain through several channels: phone +263 78 221 1372 , email info@satib.co.zw, in person, by letter or through the form on this page. We acknowledge your complaint within 48 hours, investigate it and give you a final response. If your complaint is not resolved to your satisfaction, you may take it to the Insurance and Pensions Commission (IPEC) – enquiry@ipec.co.zw, +263 (242) 443358 / 361 / 442, 160 Rhodesville Avenue, Greendale, Harare – or to the Consumer Protection Commission.
- Protecting your information
We protect your personal information from unauthorised access and data breaches, and we collect and use it in line with data privacy law.
- What we ask of you
To help us serve you well, we ask you to: disclose all relevant information accurately; read and understand the terms and conditions of your policy; and help us with identification and verification (Know-Your-Customer and anti-money laundering) checks.