Customer Complaints Handling Procedure
We are committed to resolving your concerns promptly and fairly. Follow our complaint handling procedure to ensure your issue is addressed efficiently.
How to Make a Complaint
Direct Contact
Officer In Charge of Customer Complaints Management Function (including claim disputes)
Name: Amila Karunasena
Designation: Manager (CRM)
Address: 29/2, Sharnell Building, Visaka Road, Colombo 04
Alternative Contact
Name: Lalani Jayaratne
Designation: CTO
Address: 29/2, Sharnell Building, Visaka Road, Colombo 04
Online Methods
Post
Corporate office, LIC Lanka Ltd, Sharnell Building, Visaka Road, Colombo 4
Regional Contacts
GM - Sales & Admin (North & East)
0777846126
Country Head – Marketing & Sales
077 7161976
Documents and Information to be Produced Along with a Complaint
Time Period Taken to Acknowledge
Written acknowledgement will be sent within 3 working days of receipt of the complaint.
Process of Handling the Complaint (Including Timeline)
Record the Complaint
Record the complaint in complaint register and issue reference number
Acknowledge the Customer
Acknowledge the customer, if resolution procedure takes more than 3 days
Analyze the Grievance/Complaint
Collate supporting evidence/details and documents. Find out root cause behind the complaint
Resolution
The final letter of resolution/Rejection will be sent to the complainant within 14 days of the complaint received
Close the Complaint
Close the complaint, if no feedback received for 4 weeks from the date of receipt of resolution or response
How to Check the Present Status with Regard to a Complaint Made
By Contacting the CRM through – Phone, Post or Email
To Whom the Matter (An Appeal) to be Referred to if the Complainant is Not Satisfied with the Initial Resolution of the OIC
CEO / Principal Officer
Name: Mrs C.R. Prameela
Designation: CEO / Principal Officer
Address: 29/2, Sharnell Building, Visaka Road, Colombo 04
Email: ceo@liclanka.com
Alternative Dispute Resolution Mechanisms Available (If the Complainant is Not Satisfied with the Final Resolution of the Appeal)
Official Complaint Management Policy
For detailed information about our complaint handling procedures, please refer to our official policy document:
Download Policy Document