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FAQs

Need help? See frequently asked questions

How do I apply for a refund?

  1. Client must complete all fields under 'Request Details' on the appropriate ELAC request forms, and sign the request.
  2. A copy of the client's national photo ID (voters' ID, National ID, NHIS card, driver license, or passport) must be attached to the request. Officer must confirm in writing that the original ID has been seen.
  3. A copy of the proof of overpayment or wrongful deduction may be attached to the request form.

How do i carry out an encashment/cancellation, part encashment, and cash bonus?

  1. Client must complete all fields under 'Request Details' on the appropriate request forms, and sign the request.
  2. A copy of the client's national photo ID (voters' ID, NHIS card, driver license, passport) must be attached to the request. Officer must confirm in writing that the original ID has been seen.

How do I upgrade my policy?

  1. Client must complete and sign ELAC generic letter for migration or
  2. Fill ELAC migration form when he walks into any ELAC office
  3. A copy of the client's national photo ID (voters' ID, National ID, NHIS card, driver license, or passport) must be attached to the request. Officer must confirm in writing that the original ID has been seen.

How to resolve unsuccessful DEDUCTIONS

Client must complete and sign ELAC request and mandate forms (or Controller mandate forms if premium is deducted from Controller).

How do I put a hold on my policy for a short period?(BRIDGING)

  1. Fill ELAC request form or submit a letter to add Life
  2. Client must indicate the name and date of birth of the new life, as well as the role he/she is to play on the policy. E.g. mother, father, guardian… etc.

NB. Officer must ensure that the age of the new life falls within the policy's age limits.

How do I buy a cash bonus feature on an existing policy?

  1. Fill ELAC request form or submit a letter to add cash bonus
  2. Client must indicate the amount of cash bonus he wishes to add to his policy – from GH¢5to GH¢10.00.

How do I remove a life from my policy that was wrongly covered?

  1. Fill ELAC request form or submit a letter to remove life from inception
  2. To justify this, client must indicate the name and date of birth of the life he wishes to remove from the policy, and
    1. provide proof that the life was beyond ELAC's coverable limit at the inception of the policy (proof must be in the form of a national Id ,or birth certificate)

How do I remove a life covered by my policy?

  1. Fill ELAC request form or submit a letter to remove life
  2. Client must indicate the name of the life he wishes to remove from the policy.

How do I increase the covered lives on my policy?

  1. Fill ELAC request form or submit a letter to add Life
  2. Client must indicate the name and date of birth of the new life, as well as the role he/she is to play on the policy. E.g. mother, father, guardian… etc.

NB. Officer must ensure that the age of the new life falls within the policy's age limits.

How do I change the beneficiary of my policy?

  1. Fill ELAC request form or submit a letter to change beneficiary.
  2. Client must indicate the name of the beneficiary he wishes to replace, as well as the name and date of birth of the new beneficiary, and the relationship of the new beneficiary to the client.

How do I modify the number of beneficiaries on my policy?

Fill ELAC request form or submit a letter to add beneficiary to policy.Client must indicate the name and date of birth of the new beneficiary, as well as the relationship of the beneficiary to the client.

How do i revise my trustee?

  1. Fill ELAC request form or submit a letter to change trustee details
  2. Client must indicate the name and date of birth of the new trustee, the relationship of the trustee to the client, as well as the contact details of the new trustee.

How do I modify my date of birth?

  1. Fill ELAC request form or submit a letter to change date of birth.
  2. Client must indicate name of life whose date of birth is to be changed, his/her role on the policy and the new date of birth of that life.

NB. Officer must ensure that the age to be changed falls within the policy's age limits.

How do I amend my mode/method of payment?

To Controller

  1. Client must fill and sign ELAC request form and CONTROLLER mandate form.

To other pay points

  1. Client must fill and sign ELAC request and mandate forms.

How do I amend my bank details?

  1. Client must fill and sign ELAC request and mandate forms.

NB. Officer must ensure that the digits of the account number are up to the required number, and ensure that the bank's branch is stated on the mandate form.

How do I change my name on my policy?

Client must provide proof that new name and the name on the policy refer to the same person. Proof may be in the form of:

  1. An affidavit
  2. A gazette

How do I get to know the status of my policy?

  1. Client must fill/complete of an enquire form up visit to any of our offices. OR
  2. Send name and policy number and request to info.elac@enterprisegroup.com.gh OR
  3. Send at Txt message with spaces –Policy number # status to short code 1975

How do I carry out my claim request?

  1. Client must complete and sign ELAC Benefit Claim Form
  2.  The following documents must be submitted:
    1.  Death certificate
    2.  Medical certificate of cause of death
    3.  Police report, in the case of accidental death
    4.   All available burial documentation
    5.   All available mortuary documenta

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For further clarification or answers to questions that are not in this FAQs.

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000 000 000

Phone

(+220) 439 9014-5

Investor Relations

Investor Relations Desk
Financial Reports

Locate Us

Suite 1, 2nd Floor 
Standard Chartered House
Kairaba Avenue
Fajara

8:00 AM to 4:30 PM, Monday to Friday
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