We, at NICO Life Insurance Company Limited, recognize the critical role that our customers play towards the achievement of our vision, mission, and values.
For this reason, we view you as our partner and therefore made a conscious decision to drive customer-centricity as a core part of our agenda.
This Customer Service Charter aims to outline our commitment to you, and to inform you of the provisions we have made for the purpose of delivering a superior experience to you.

Our Promise

To our valued customers, we promise:

  1. Excellence
    • by driving efficiency in our service delivery
    • by using the most efficient means to deliver our products and services
  2. Integrity
    • by safeguarding your information and practicing confidentiality
    • by not practicing deception in any form
  3. Collaboration
    • by listening attentively to your enquiries, complaints, requests, and suggestions and acting on them
    • by sharing updates and feedback within a specified time
  4. Professionalism
    • by serving you with courtesy and respect
    • by delivering on our promises
    5. Transparency

      • By disclosing full information on our products and services
      • by informing you when you must expect the service you need to be delivered
      • by informing you when there are unexpected delays in service delivery
    • 6. Innovation

      • by always looking for ways to improve our efficiency and service delivery

      7. Customer Centricity

        • by making the customer the centre of our purpose and existence

    How to Contact Us

    We have setup the following contact channels so our customers can reach us with ease and convenience.

    Channel Detail
    Blantyre – Head Office NICO House, 3 Steward Street, Blantyre CBD
    Lilongwe Branch NICO Centre, Old Town
    Mzuzu Branch Peace Building
    Website (supports chat functionality)
    Call Centre Toll Free number 323
    WhatsApp 0991 323 323
    Facebook @nicogroupmw
    Twitter @NICOGroupMalawi

    *All channels are active from 07:30 to 16:30 hrs from Monday to Friday each week except for public holidays.

    Our Promise on Timelines

    In our drive for customer centricity, we work to meet the following timelines in our service delivery:

    Product Service Timeline
    Individual Life Assurance Provision of quotations Within 24 hours
    Creation of a new policy Within 48 hours of submitting a proposal
    Policy maintenance Within 48 hours
    Issuing a policy statement Within 24 hours
    Paying a claim (Non-funeral Policy) Within 5 working days
    Paying a claim (Funeral Policy) Within 24 hours of receiving all required documents
    Processing a loan Within 5 working days
    Cancelling a policy Within 72 hours of submitting a request form
    Acknowledging enquiries, complaints, and requests raised in writing Within 1 working day
    Resolving enquiries, complaints, and requests raised in writing Within 5 working days
    Group Life Assurance Provision of quotations Within 24 hours
    Registration of new entrants Within 2 working days of receipt
    Acknowledging enquiries, complaints, and requests raised in writing Within 1 working day
    Resolving enquiries, complaints, and requests raised in writing Within 2 working days
    Renewal Within 5 working days of receiving data
    Process Death Claim to Payment Within 7 working days of receiving required documents


    Your Rights and Obligations

    As our customer, you have the right to:

    • Review your product terms within the period specified in the contract
    • Lodge a complaint
    • Privacy and confidentiality in the handling of your personal information
    • See information related to your accounts

    As our customer, we expect you to:

    • Treat our staff with courtesy
    • Respond to requests for information relevant to your product or the process being carried out

    If you are still not satisfied with the support rendered, you may raise your complaint to the Reserve Bank of Malawi through the following contact information:

    Hotline: 80 008 444 (MTL lines only)

    Telephone: 0 111 642 669


    Write to:

    The Consumer Protection and Financial Literacy Unit

    Reserve Bank of Malawi

    10 Hannover Avenue

    P.O. Box 565


    Annual Reviews

    We will review our Customer Service Charter each year in order to keep up with changes in the socio-economic and technological environment.

    We Value Feedback

    If you are unhappy with the service you have received, please raise your complaint to the following:
    The Customer Experience Manager
    NICO Holdings Plc
    P.O. Box 501