Client commitment
The Service Charter of Zaimak Financial & Insurance
Last updated: September 21, 2026
At Zaimak Financial & Insurance we see professional, available and personal service as an inseparable part of the relationship with our clients. This service charter sets out, clearly, our service principles and how we handle client enquiries, in accordance with the law and the directives of the Capital Market, Insurance and Savings Authority.
Our service principles
Fairness and respect
We treat our clients fairly, respectfully and professionally throughout our relationship.
Privacy
Our clients' information and privacy are handled in accordance with the law and the website's Privacy Policy. Privacy Policy
How to reach us
We keep clients informed about how to receive service and publish our contact details clearly and accessibly.
Responding to enquiries
We maintain efficient, available communication, provide an initial response to every enquiry within a reasonable time, and give clear, reasoned answers as far as possible. The timeframes are detailed under 'Our service times'.
Scheduling a meeting or call
For a client's request to schedule a meeting or call we respond within a reasonable time and hold the meeting within the timeframes set out below.
Documents and confirmations
We provide our clients, including former clients, with any document relating to them that we hold under the law, within a reasonable time of the request.
Forwarding requests to institutional bodies
We forward a client's request to the relevant institutional body for an action relating to their product, and accompany the process with that body.
Handling claims
A client who contacts us about a claim receives information about their rights and the ways to proceed vis-à-vis the institutional body in the claim-settlement process. The institutional body is the insurer and the decision-maker on the claim, we accompany and assist; we do not decide it.
Professionalism
We know the relevant law and the products we advise on, and keep our knowledge current through ongoing professional development.
Clear, reasoned information
We aim to answer enquiries clearly and with reasoning as far as possible, so information is understandable and accessible.
No misleading
We provide information fairly and avoid misleading our clients.
How to reach us
Our service times
The timeframes below are based on the reasonable-time presumptions set in the service circular and are measured in business days. These are the periods beyond which an explanation is required; we usually aim to respond sooner. In special circumstances, what constitutes a reasonable time may differ, consistent with the circular.
- 2business days
Initial response to an enquiry
§5(b)
- 7business days
Holding a meeting or call
§5(a)
- 3business days
Delivering documents to a client
§5(d)
- 7business days
Forwarding a confirmation/request to an institutional body
§5(c)
- 2business days
Providing information on a claim
§5(e)
- 7business days
Proactive contact on a pension situation change
§5(f)
Ongoing service for pension clients
When we learn, from the institutional body, the employer or the client, of a change in a client's situation relating to a pension product, we initiate a service contact to review the product's suitability given the change. Each of the following is treated as a change in the client's situation:
- Joining a new workplace
- Leaving a workplace
- A salary increase requiring, under the policy terms, a renewed health declaration
- A change in the policy's contribution structure under the employment agreement
- Changes in insurance-cost tariffs requiring adjustment
In addition, if the agent has not been informed of such a change for two years, the agency initiates a service contact to check the client's situation. These provisions do not apply to one-time pension advice or marketing.
Transferred clients
When clients come under our handling in a way not initiated by them (a transferred client), we initiate a service contact informing them of the change and their rights, including the option to cancel the appointment or sign a new power of attorney, the product types for which we are the relevant contact, and how to receive service. The contact timeframes are set by the directives and depend on the volume of transferred clients (30, 60 or 90 business days); if there is no response, a further contact is made by another means.
Customer-service officer
Under the circular, a corporation that is an agent or pension advisor employing ten or more people appoints a customer-service officer to handle enquiries. In any case, you may contact us on any service matter using the details above.
This service charter is based, among other things, on the provisions of Agents and Advisors Circular 2018-10-3 “Service of agents and advisors to customers”, as amended by Agents and Advisors Circular 2022-10-10, and on the relevant provisions of law.