Tell us
Use the form above, call +263 712 400 500, email info@sanctuary.co.zw, or walk into any Sanctuary office.
If we have let you down, say so
A complaint is handled by the Sanctuary team, and the regulator is always open to you.
Tell us what happened
Write it in your own words. The more you can tell us about the policy, the claim or the person you dealt with, the faster the team can pick it up.
How your complaint moves
Three steps, and you can stop at any of them.
We work on it
A complaint is handled by the Sanctuary team, in the company's own words:
We feel your worries, we work on a solution.
Sanctuary Insurance Company
The regulator is open to you
If you are not satisfied with how we have handled it, you can take the complaint to the Insurance and Pensions Commission, the industry regulator.
The regulator
The Insurance and Pensions Commission (IPEC)
If you are not satisfied with how Sanctuary has handled your complaint, you can contact the Insurance and Pensions Commission (IPEC), the industry regulator, directly.
- Lodge your complaint in writing with Sanctuary first, through the form above or any of the channels on this page.
- If you are not satisfied with the outcome, approach IPEC. Their published procedure states that their service is free of charge.
Take a complaint to IPEC
- Complaints email
- complaints@ipec.co.zw
- +263772154281
- Online complaint form
- ipecteam.freshdesk.com
- Website
- ipec.co.zw
IPEC head office
- Address
- 160 Rhodesville Avenue, Greendale, Harare, Zimbabwe
- Telephone
- 263 (242)443358/59/61/443322/444333/+263772154281/2/3/4
- Fax
- +263 (242) 443304
- General enquiries
- enquiry@ipec.co.zw
Harare Complaints Handling Office
- Address
- Kingstone House, Corner Kwame Nkrumah Avenue and Leopold Takawira Street, Harare, Zimbabwe
- Telephone
- 263 (242) 749491/94
Bulawayo Complaints Handling Office
- Address
- Office Number 18, Bulawayo Centre, Corner Joshua Nkomo Street and 9th Avenue, Bulawayo, Zimbabwe
- Telephone
- 263 (242) 261822
Sanctuary Insurance Company is listed on IPEC's register of regulated entities, in the short term insurers table.
Source: IPEC's published consumer complaints procedure and contact pages, read on 22 August 2026.