REGENT COMPLIMENTS AND COMPLAINTS MANAGEMENT PROCESS

Transcription

1 REGENT COMPLIMENTS AND COMPLAINTS MANAGEMENT PROCESS AT REGENT, WE AIM TO TREAT YOU FAIRLY, AND PROVIDE YOU WITH EXCELLENT SERVICE - WITHOUT COMPROMISE, AT ALL TIMES We view a complaint as an opportunity to understand our client better. We recognise that the efficient and effective administration of a complaint is the definitive measure of the service we provide to our clients. The way in which we resolve a complaint has a direct impact on our continued relationship with our clients. We promise to take your complaint to us seriously and recognise you as the purpose of our business. We will: ü Be courteous, sensitive and helpful; ü Always act with integrity and professionalism; ü Resolve your complaint efficiently and fairly. Complaints Management: If your service experience has not lived up to our commitment, tell us about your experience first and allow us the opportunity to learn from it. You may, refer the matter to an external adjudicator, if you remain dissatisfied with our service. All complaints against Regent and/or its Subsidiaries are managed centrally by Regent s Complaints department. LIFE TRAVEL CAR & HOME WARRANTIES COMMERCIAL VEHICLES 1408_ Regent is an authorised financial services provider. Page 1

2 REGENT INSURANCE DEFINITION OF A COMPLAINT A complaint is an expression of discontent/dissatisfaction which can either be real or perceived by the client. It can be seen as an indication that the service or product does not meet the client s expectations. It can also be an expression of dissatisfaction, whether justified or not, about any aspect of our business. If your service experience has lived up to our commitment and we have delighted you; please tell us about your experience. We like to reward our staff for their contribution to our success. SAIA FSB DEFINITION OF A COMPLAINT An expression of dissatisfaction by a complainant, relating to a product or service provided or offered by a financial institution, or to an agreement with the financial institution in respect of its products or services and indicating that - a. the financial institution or its service provider has contravened or failed to comply with an agreement, a law, a rule, or a code of conduct which is binding on the financial institution or to which it subscribes; b. the financial institution or its service provider s maladministration or willful or negligent action or failure to act, has caused the complainant harm, prejudice, distress or substantial inconvenience; or c. the financial institution or its service provider has treated the complainant unfairly and regardless of whether such an expression of dissatisfaction is submitted together with or in relation to a customer query7. Compliment: If your service experience has lived up to our commitment and we have delighted you; please tell us about your experience. We like to reward our staff for their contribution to our success. How to submit a complaint or compliment If your service experience has not lived up to our commitment, please allow us the opportunity to learn from your experience and to improve, by telling us about your experience first. You may, of course, refer the matter to an external adjudicator, if you remain dissatisfied with our service. Please try to have the complaint resolved internally first. To assist us handle the complaint fairly and speedily, your complaint should always contain relevant information and be accompanied by copies of all relevant documentation. For example, it should contain the following information: ü name and contact details of the complainant ü name and contact details of the complainant s representative (if applicable) ü policy or claim reference number ü Full details of the complaint (facts, dates, and supporting documents, etc.) the detail of your compliment or complaint (what were you satisfied, or what did not meet your expectation). ü How can we regain your confidence in our service / meet your expectation? Contact Details Telephone Number: complaints@regent.co.za Fax: Website: Regent Complaints Resolution P.O. Box 674 Edenvale Page 2

3 What will happen now? 1. We will confirm receipt of your correspondence and advise you of the person who will be attending to your complaint, within 24 hours of receipt (1 working day). 2. We will investigate and provide feedback or an outcome to your complaint within 24 hours of receipt (1 working day). Should we require additional information, we will request this from you within 8 working hours of confirming receipt of your complaint. 3. Our commitment is to keep you informed of the progress of your complaint/request, whilst it is being attended to. Regent has adopted a Complaints Resolution Process, centralised in a team of key people, who will ensure the outcome of your complaint. If our staff member is unable to initially resolve your complaint, the matter will be escalated to the Head of the relevant department, for investigation and resolution. What if I am dissatisfied with the outcome presented/offered? If you are not satisfied with the outcome presented to you, please refer the matter to Complaints Manager: Complaints Manager: Neerasha Naidoo Telephone Number: Address: neerashan@regent.co.za Regent Complaints Officer P.O. Box 674 Edenvale 1. Our Complaints Manager will confirm receipt of your correspondence within 2 working hours of receipt, investigate the matter thoroughly, and then refer your complaint to the Complaints Resolution Committee for a final decision. 2. Our Complaints Manager will ensure resolution within 5 working days. 3. Our Complaints Manager will update you, regarding the progress of your complaint/request, until a final decision has been made on the outcome of your complaint/request. INTERNAL DISPUTE RESOLUTION If the client is still dissatisfied with the resolution from Business/Complaints department and would like the final decision reviewed, your complaint will be referred to the Internal Dispute Resolution department. The following will apply: ü The client must provide a written representation / appeal stating what the client is contesting. ü The complaint will be treated as an appeal/dispute. ü You will be notified of the contact details of the person assigned to liaise with you in relation to the dispute. ü Once a decision has been made, we will respond to you in writing giving: Reasons for the decision; Information about how to access external dispute resolution or client recourse mechanisms; Notify you of the timeframe in which an external dispute should be lodged. REGENT COMPLIANCE OFFICER If you feel that the policy or the manner in which the policy was sold did not meet legal requirements, or if you are not happy about the advice received, including how your claim has been handled, you may write to Regent Compliance Officer: The Compliance Officer Regent Insurance Company Limited PO Box 674 Elma Park, Edenvale Tel: Fax: +27 (11) compliance.st@regent.co.za Page 3

4 External Dispute Resolution If the complaint is not resolved to your satisfaction by Regent Insurance, you may submit the complaint to the following Ombuds and subject to their jurisdiction: OMBUDSMAN FOR LONG-TERM INSURANCE Telephone Number: / (021) info@ombud.co.za Fax: (021) The Ombudsman for Long Term Insurance Private Bag X45 Claremont Cape Town 7735 OMBUDSMAN FOR SHORT-TERM INSURANCE Telephone Number: / (011) info@osti.co.za Fax: (011) P.O. Box Braamfontein 2017 FAIS (FINANCIAL ADVISORY AND INTERMEDIARY SERVICES) OMBUDSMAN FOR COMPLAINTS RELATING TO ADVISE PROVIDED BY A FINANCIAL ADVISOR / INTERMEDIARY Telephone Number: / (012) info@faisombud.co.za Fax: (012) The FAIS Ombud P.O. Box Lynnwood Ridge Pretoria 0040 FSB (FINANCIAL SERVICES BOARD) FOR COMPLAINTS RELATING TO THE REGULATION OF THE INDUSTRY Telephone Number: (012) info@fsb.co.za Fax: (012) P.O. Box Menlo Park 0102 PENSION FUNDS ADJUDICATOR - FOR COMPLAINTS RELATING TO RETIREMENT ANNUITIES Telephone Number: (012) or (012) enquiries@pfa.org.za Fax: Address: 4th Floor Riverview Office Park Block A, 41 Matroosberg Road Ashlea Gardens Pretoria 0081 Page 4

5 REGENT INSURANCE GLOSSARY - TBA Appeal Dissatisfaction with the resolution provided from Business/Complaints department, valid reasons supported in writing by the client to contest the final decision, requesting a review of the outcome. Complaint A complaint is an expression of discontent/dissatisfaction which can either be real or perceived by the client. It can be seen as an indication that the service or product does not meet the client s expectations. It can also be an expression of dissatisfaction, whether justified or not, about any aspect of our business. Complainant complaint an individual who provides us with an opportunity to better understand our client, recognising that a complainant may have been subjected to inefficient and ineffective administration which negatively affected the service delivery intended to our client. Compensation payment Refers to an Ex Gratia payment. Customer An individual or business that purchases insurance products and its related service offerings within our organization. Customer query Any written or telephonic policy related query (usually historic), involving in depth investigation of the policy, administration, processes and/or products under a customer s/businesses individual insurance portfolio, resulting in a specific service related outcome. Customer request Any written or telephonic policy related request involving the provision of policy related information, administrative processing and/or adjusting a policy (ies) status, under a customer s/businesses individual insurance portfolio, to suit the customer s specific requirement at a specific point in time. Financial institution means a financial institution as defined in the Financial Services Board Act 97 of Goodwill payment Refers to an Ex Gratia payment Prospective customer of a financial institution means a person who has applied to or otherwise approached the financial institution in relation to becoming a customer of the financial institution, or a person who has been solicited by the financial institution to become a customer or has received marketing or advertising material in relation to the financial institution s products or services. Rejected A Claims related decision, taken up front, rejecting the claim due to clearly defined policy parameters e.g. fraud, cover amount limitations and policy wording regarding Terms and Conditions etc. Repudiation A Claims related decision which sees the insurer maintaining its stance in disallowing the claim e.g. nondisclosures, non-submission of required documentation, the client did not follow clearly defined processes time periods lapses etc. Upheld A Claim and/or Internal Dispute Resolution (IDR) decision, in which the insurer maintains its stance in rejecting or repudiating a claim based on the above mentioned factors. Over turned When a Claim and/or Internal Dispute Resolution (IDR) decision, disputed by the complainant is lodged as a grievance at the office of the Ombudsman. Where the office of the Ombudsman has found the decision should have been in favor of the complainant, will over turn the insurers decision. Reportable complaint Any complaint that is not resolved same day is deemed as a reportable complaint. Page 5