Regulations
(Policy Holder Protection Rules)
Section 18.6.3 of the the Policy Holder Protection rules states the following:
The complaints escalation and review process should -
(a) follow a balanced approach, bearing in mind the legitimate interests of all parties involved including the fair treatment of complainants;
(b) provide for internal escalation of complex or unusual complaints at the instance of the initial complaint handler;
(c) provide for complainants to escalate complaints not resolved to their satisfaction; and
(d) be allocated to an impartial, senior functionary within the insurer or appointed by the insurer for managing the escalation or review process of the insurer.
In reference to the above regulatory requirements, we believe that our service offerings fall directly within scope in that the suite of services provided are entirely independant as an outsourced, impartial service solution. This model provides the customer with a fair, objective and independant dispute resolution offering, in line with these regulatory requirements.