Photo: Shack Dwellers International (Flickr), Wikimedia Commons, CC BY 2.0How to complain about an insurer in Zimbabwe (IPEC)
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Step by step
- Write to the insurance company, broker or fund administrator, with copies of all relevant documents. Keep copies of everything and note names and dates; do not send originals unless asked.
- If the answer does not satisfy you, complain to IPEC: WhatsApp +263 772 154 281, complaints@ipec.co.zw, the online form, the chatbot on IPEC's website, social media, post, or in person.
- If you are not satisfied with IPEC's resolution, appeal to the Minister of Finance and Economic Development.
All from IPEC's consumer complaints procedure. IPEC does not handle complaints about the National Social Security Authority or the Public Service Pension Scheme.
Where to go in person
IPEC head office: 160 Rhodesville Avenue, Greendale, Harare; enquiry@ipec.co.zw; WhatsApp +263 772 154 281. Complaints handling offices: Kingstons House, corner Kwame Nkrumah Avenue and Leopold Takawira Street, Harare (+263 242 749491/94), and Office 18, Bulawayo Centre, corner Joshua Nkomo Street and 9th Avenue, Bulawayo (+263 292 261822) (IPEC FAQs, contact).
Complaints in 2025
| Complaints to IPEC about insurance, 2025 | Number |
|---|---|
| Received in 2025 | 318 (plus 23 brought forward from 2024) |
| Against short-term insurers | 151 (47%) |
| Against life assurers | 108 (34%) |
| Against funeral assurers | 54 (17%) |
| Against insurance brokers | 3 (1%) |
| Against the Insurance Council of Zimbabwe | 2 (1%) |
| Resolved, of the 341 handled | 311 |
Source: IPEC 2025 Annual Report. Unresolved complaints carried into 2026: 14 against short-term insurers, 14 against life assurers, 2 against funeral assurers.
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Next step
Frequently asked questions
Where do I report an insurance company in Zimbabwe?
To IPEC, after writing to the company first: complaints@ipec.co.zw, WhatsApp +263 772 154 281, online, or at its complaints offices in Harare (Kingstons House) and Bulawayo (Bulawayo Centre).
Does IPEC charge to handle a complaint?
No. IPEC says its complaints handling process is offered freely.
What if I disagree with IPEC's decision?
IPEC says complainants may appeal to the Minister of Finance and Economic Development.
Sources
- IPEC — Consumer complaints procedure
- IPEC — Submit a complaint online
- IPEC — Contact us: head office and complaints handling offices in Harare and Bulawayo
- IPEC — FAQs: functions of the Commission, the Acts it applies, contacts
- IPEC — 2025 Annual Report (published June 2026; figures at 31 December 2025)