Treating Customers Fairly
At Excessible, customers are at the heart of everything we do. We are committed to embedding the principles of Treating Customers Fairly (TCF) into every part of our business, in line with the Financial Sector Conduct Authority (FSCA) and the FAIS General Code of Conduct.
Our goal is to ensure that you receive insurance and financial services that are transparent, accessible, fair, and aligned with your needs throughout the customer lifecycle. Our founders and leadership are personally committed to ensuring that TCF principles are embedded in our strategy, operations, staff training, customer interactions and performance measurement.
The six TCF outcomes
1. Fair Culture
We maintain a culture that consistently supports the fair treatment of customers in all our dealings.
2. Product Design
Our products and services are designed to meet the needs of identified customer groups and remain appropriate throughout their term.
3. Clear Information
We communicate clearly, honestly and without misleading you — from marketing to after-sales.
4. Suitability
We provide advice and products that are suitable for your individual needs, circumstances and understanding.
5. Performance Expectations
We deliver products and services that perform as you have been led to expect.
6. Post-sale Service
We provide accessible, fair and effective complaint resolution, claim handling and customer support.
How we put TCF into practice
- Culture & governance: TCF is embedded in our values, policies and training, and reflected in how we evaluate staff performance and make client-centric decisions.
- Products & services: products are chosen based on customer needs and affordability, and reviewed regularly using customer feedback.
- Clear communication: marketing and disclosure documents are written in plain language, and our channels are easy to access and responsive.
- Suitable advice: advice is based on a full understanding of your financial needs and circumstances, following a structured, documented process, in your best interest.
- Meeting expectations: we ensure products deliver the value promised, and keep you updated on the status of your policies and claims.
- Complaints & claims: you have access to a transparent, simple and fair complaints process, and are informed of your right to escalate to the Ombud.
Monitoring and review
We undertake regular reviews and ongoing monitoring of our TCF practices — assessing complaint volumes and resolution times, customer satisfaction, product performance, and the reach of TCF training — and act on what we find. This policy is reviewed at least annually.
This page reflects Excessible's Treating Customers Fairly Policy.
Last reviewed: 14 September 2026 · Excessible (Pty) Ltd · FSP No. 55248 · Authorised Financial Services Provider regulated by the FSCA.