Complain about an insurer in Malawi (RBM)

Short answerChecked 31 October 2026

Complain to the insurer, broker or agent first: under the Financial Services (Complaints Handling) Directive, 2024, it must acknowledge the complaint, charge you nothing, and resolve it within 2 working days (no investigation), 10 working days (less complicated investigation) or 30 working days (complicated). If you are not satisfied, or get no decision in time, appeal to the Registrar of Financial Institutions at the Reserve Bank of Malawi: hotline 80 008 444 (MTL lines), 01 820 299 / 444, complaints-handling@rbm.mw. You have seven years from the act or omission to complain or appeal.

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Answers come from the law, the regulator and the insurers' own documents, with the source under each answer. General information, not advice.

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On this page · 5 sections

Step by step
Complaints about a claim
Rules that protect you while you complain
FAQ
Sources

Step by step

Complain to the insurer, broker or agent first, in English or Chichewa, in person, in writing or by telephone. It may not charge you for it, and it must acknowledge the complaint, tell you the period within which it will resolve it, and tell you that you can go to the Registrar if you hear nothing in that time (Complaints Handling Directive 2024, paragraph 12).
It must resolve the complaint and give you feedback within 2 working days if no investigation is needed, 10 working days for a less complicated investigation, 30 working days for a complicated one, or a longer period approved by the Registrar (paragraph 13(2)).
Not satisfied, or no decision in time? Appeal to the Registrar of Financial Institutions at the Reserve Bank of Malawi: in writing, by telephone, by e-mail or in person (paragraph 15). Hotline 80 008 444 (MTL lines), switchboard 01 820 299 / 444, complaints-handling@rbm.mw, Consumer Protection and Financial Literacy Unit, 10 Hannover Avenue, P.O. Box 565, Blantyre.

Sources: Complaints Handling Directive 2024, Reserve Bank of Malawi — complaints handling. You can follow up a complaint lodged with the Registrar online, through the link on that page.

Complaints about a claim

For a disputed claim the Claims Management Directive 2014 adds: the insurer must tell you about its internal complaints scheme and other recourse (paragraph 10), acknowledge your complaint within 5 working days and give a final written response within 14 working days (paragraph 11(2)); if you are still dissatisfied you may appeal to the Registrar (11(3)). When it rejects a claim, it must state the exact policy provision, condition or exclusion it relies on (9(2)). More: insurance claims.

Rules that protect you while you complain

You can complain in English or Chichewa, in person, in writing or by telephone; if you cannot write, the officer records it for you (paragraph 12).
While your complaint or appeal is with the Registrar, the institution may not start enforcement proceedings on the matter without the Registrar's approval (paragraph 17).
The institution must implement the Registrar's decision within the period the Registrar sets (paragraph 15(4)).

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Frequently asked questions

Where do I complain about an insurance company in Malawi?

To the company first, then to the Registrar of Financial Institutions at the Reserve Bank of Malawi: hotline 80 008 444 (MTL lines), switchboard 01 820 299 / 444, complaints-handling@rbm.mw, 10 Hannover Avenue, P.O. Box 565, Blantyre.

How long does an insurer have to answer a complaint?

2 working days if no investigation is needed, 10 for a less complicated investigation, 30 for a complicated one (Complaints Handling Directive 2024). For a claim complaint, a final written response within 14 working days (Claims Management Directive 2014).

Is there a time limit to complain?

Seven years from the act or omission complained of (Complaints Handling Directive 2024, paragraph 18).