This Charter defines how Surefront Insurance Brokers Ltd (“Surefront”) serves, protects, and advocates for our customers across the entire insurance lifecycle. It sets measurable service standards and turnaround times (TATs) for our brokerage services and our liaison with underwriters, assessors, and service providers.
We act solely in our client’s best interest. We provide clear advice, negotiate competitively with efficient underwriters, and deliver fast, accurate service with proactive communication.
| Service Area | Standard | Turnaround Time (TAT) |
|---|---|---|
| Advisory, Quotes & Placement | Initial enquiry response | Within 2 business hours |
| Personal lines quotes (Motor, Domestic, Travel) | Within 4 business hours | |
| SME package quotes | Within 24 hours | |
| Corporate/complex risks | 3–5 business days (subject to data completeness) | |
| Market comparison schedules (corporates) | 5–7 business days from full documentation | |
| Binding Cover & Documentation | Confirmation of cover / Cover Note / Risk Note | Same business day (≤ 4 hours) |
| Policy documents from underwriter | 5–10 business days; interim confirmation same day | |
| Certificates (Motor, WIBA, GL, etc.) | Same day (standard) / within 24 hours (complex) | |
| Endorsements & Amendments | Client request acknowledgement | Within 2 business hours |
| Submission to underwriter | Within 24 hours of receipt | |
| Underwriter endorsement issuance | Within 3 business days; client updated within 24 hours of receipt | |
| Medical (Health) Scheme Operations | Pre-authorization submission | Within 1 hour of complete docs |
| Emergency pre-authorization | Immediate escalation; ≤ 1 hour response | |
| Member onboarding & card issuance | Within 5 business days of full enrolment data | |
| Claims Handling | Claim acknowledgement & file opening | Within 2 business hours (next business day if after hours) |
| Lodgement to underwriter/loss adjuster | Within 24 hours of receiving initial docs | |
| First status update | Within 48 hours of notification | |
| Ongoing updates | Every 5 business days or on milestones | |
| Fast-track claims (windscreen, travel delay, etc.) | 3–5 business days from full documentation | |
| Motor repairs (inspection & authority) | Inspection within 24 hours; authority within 3–5 business days of docs & report | |
| Medical reimbursements | Submitted within 24 hours; settlement in 7–14 business days (insurer dependent) | |
| Premium & Accounts | Client receipting & statement update | Within 24 hours |
| Refund processing | Initiated within 3 business days of insurer confirmation | |
| Renewals & Lapse Prevention | Renewal notices | 60/30/14/7 days before expiry |
| Continuity of cover | Guaranteed if client confirms terms and payment before expiry | |
| Communication Standards | Phone call answering | Within 3 rings (where practicable) |
| Email acknowledgement | Same business day (≤ 4 business hours) | |
| Formal correspondence acknowledgement | Within 1 business day | |
We handle all client information lawfully and confidentially. Data is used solely for broking, placement, administration, and claims purposes, and shared only with relevant parties on a need-to-know basis.
Mombasa
info@surefrontinsurance.com
+254 724 964071
