Please email us at [email protected] with your name, surname, ID number, and policy number along with the details that need to be changed, or fill in the form on our Update page.

1. Submit your complaint and ID/policy number in writing, including as much information about your dissatisfaction as possible. This includes the staff member(s) involved, your case or product details, supporting documents, and the dates/times relevant to your dissatisfaction. Your dissatisfaction must be clearly stated so that Legal Hero can investigate diligently.


2. You may send your complaint to Postal Address: P.O. Box 81411 Olympia or Email: [email protected]


3. You will receive confirmation that your complaint has been received, the name of the person dealing with your complaint and confirmation that the relevant assigned staff member will contact you telephonically within two (2) working days.


4. You may escalate the matter internally and change the person dealing with your complaint if he/she did not attend to your complaint as per the 3/7/14-day diary period (to receive feedback/assistance) mentioned above. Follow the same steps as per point 2 and advise that you wish to escalate the matter.

Step one

Should the Policyholder feel dissatisfied with how Legal Hero has dealt with a complaint, the Policyholder may escalate a complaint to Legal Hero’s underwriting insurer, Momentum Insurance, and make a representation within ninety (90) days, using the following contact details:

Underwriter:  Momentum Insurance

Tel. No.: +264 83 678 4000

Postal address: P.O. Box 97675, Maerua Mall, Windhoek

Physical address:  c/o Schanzen & Sinclair Streets, Windhoek

Website:  www.momentum.com.na

The insurer then has forty-five (45) days after receiving timely representation by the Policyholder to notify the Policyholder of the final decision after reviewing the representation.

Step two

Should the Policyholder be dissatisfied with the insurer’s decision, the Policyholder may institute a complaint with the insurance regulator, whose contact details are as follows:

Namibia Financial Institutions Supervisory Authority (NAMFISA)

Tel. No.:  +264 61 290 5000

Fax. No.:   +264 61 290 5194

Postal address:  P.O. Box 21250, Windhoek

Physical address: 51-55 Werner List Street, Gutenberg Plaza, Windhoek

Email:  [email protected]

The policyholder acknowledges that NAMFISA has its own complaints resolution procedures and timeframes, which are outside the control of Legal Hero and its underwriting insurer, Momentum Insurance. The policyholder further agrees not to hold Legal Hero or Momentum Insurance liable for any damages whilst NAMFISA investigates or decides upon a matter raised under their policy guidelines.

Step three

Should the Policyholder choose not to take action within one hundred and eighty (180) days, the Policyholder will forfeit the claim and Legal Hero and/or the insurer will have no further liability regarding the claim.

1. If you are beyond your first 30 days of joining and wish to cancel your policy, please inform us in writing by emailing [email protected].
   
   Important to take note of:
   • If the email address you use to request the cancellation is the same as the one registered on our system, it qualifies as a valid written cancellation.
   
   
   • If the email is sent from a different email address than the one registered on our system, we would need the principal policyholder’s approval and signature.
   
   
   • Spouses are prohibited from cancelling the policy on behalf of the principal policyholder (their spouse) without authorisation. For example, you cannot send an email requesting to cancel your policy from a general internet café mailbox. In such cases, we ask that the correct document be printed, completed, and signed: Additional information in the cancellation form that one can print out, fill in, and sign must be done in writing.
   
   
2. According to the Legal Hero policy wording, the policyholder understands that he/she may cancel the policy in writing by way of thirty (30) days’ written notice. If the policyholder’s next premium deduction date is less than thirty (30) days away, there will be one further and final policy premium deduction.


3. If the policyholder has their premium deducted directly from their salary, he/she can cancel the authorisation at their HR/Finance Department.


4. The policyholder further understands and agrees that cancelling the policy will result in them forfeiting their benefits under the policy, potentially exposing them to excessive legal costs for civil, criminal, family, or labour-related matters.