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  • IA-3.2 IA-3.2 Complaints Handling

    • IA-3.2.1

      The insurance aggregator must:

      a) Have in place a system for recording and monitoring complaints;
      b) Ensure that the website contains details of complaints handling procedures and provides a facility to the customer to log complaints online;
      c) Ensure that communication of clients in any form, written/phone/email/messaging etc. are acknowledged promptly in accordance with the requirements stated in Paragraph BC-4.5.1;
      d) Ensure that the grievance is resolved to the fullest satisfaction of the client;
      e) Ensure that responses are sent to the customer on the resolution of the grievance, and the customer is informed of the further redress procedure available to him; and
      f) Ensure that complaints are attended to at senior management level.
      October 2019

    • IA-3.2.2

      The insurance aggregator must disclose on its website that if a member of the public wishes to make a complaint or requires the assistance of the CBB in resolving a dispute, he may write to the CBB.

      October 2019