Complaints Handling Policy
Coralisle Group Ltd. and its subsidiaries (referred to as “CG”, the “Company” or the “Group”) is committed to conducting business with the highest level of personal and corporate ethics and providing a high standard of client service. Having an effective process for managing complaints not only benefits the complainant but has real benefits for the Group. CG has a duty to provide stakeholders with accessible means with which to communicate complaints and will employ our best efforts to respond timely, fairly, accurately and in accordance with applicable regulatory guidance (i.e., Insurance Code of Conduct). All complaints and personal information collected will be handled in a timely, professional, and confidential manner.
CG’s Complaints Handling Policy (the “Policy”) is designed to ensure that CG complies with applicable legislation, regulations and industry guidance. This includes ensuring adequate systems and controls are in place in handling all complaints that the Company receive effectively.
Purpose & Scope of the Policy
The Policy aims to:
- Provide a consistent approach to recording and handling of complaints;
- Recognize customers’ right to file a complaint;
- Provide information on CG Complaint Handling Process;
- Make filing a complaint is a simple process, following a well-documented, easily understood procedure;
- Ensure that our framework for resolving Complaints efficient, fair, and easily accessible to all stakeholders; and
- Monitor and report on all complaints to assist the Group in improving the quality of our products and services for our customers, agents, brokers, and other third parties.
Commitment to Excellence
At CG, excellence is at the core of our business philosophy. Excellence in how we provide service for our customers. Excellence in how we interact with our colleagues. Excellence in how we engage with our communities. CG is committed to putting our customers first by providing the best possible customer service experience. We are proud of the service we provide to our customers. However, we understand that sometimes things can go wrong, and we take all complaints very seriously. If you’ve had a bad experience, please let us know. Our goal is to not only resolve the complaint but to also learn from it and use the feedback to improve our products and services for all our customers. We believe that our commitment to resolving complaints in a timely and satisfactory manner is a key part of our success, and we are always looking for ways to improve this process.
How to Make a Complaint
We want you to be able to submit a complaint in any channel you choose. If you are dissatisfied with our service, the following methods are available for a complaint to be submitted:
- By completing a complaint form on our website.
- By telephoning us.
- In person by speaking to any of our customer service team members.
- By letter.
What information is needed to file a complaint?
When investigating a complaint, CG rely on all information provided by you and together with any information that the Group may already be holding. To help investigate the complaint quickly and efficiently, the complaint should include the following information:
- Your personal details (i.e. first name, last name, business name, email address, phone number etc.). All formal communication related to your complaint will be via email or the preferred contact method.
- If you are making a complaint about a particular transaction (i.e. policy, claim etc.), include the Customer Reference Number (Policy Number/Quote Number/Claim Number/Other Reference).
- Full details of your complaint (date, events, persons involved and any other important details).
- Details of how you would like us to resolve your complaint.
- If you are making a complaint on behalf of someone else, please include that person’s name and contact details, as well as your own.
Complaint Handling Procedures
We have implemented a complaint handling process that is designed to be efficient, effective, and fair. As part of our complaints handling procedures, we will ensure we:
- Acknowledge your complaint promptly;
- Assign a dedicated complaint expert who will review your complaint;
- Carry out a thorough and impartial investigation;
- Keep you updated of the progress;
- Do everything we can to resolve things as quickly as possible; and
- Provide a written response informing you of the final assessment of our investigation and we will advise you of any action we may decide to take in reference to your complaint.
Confidentiality
All information provided as part of the complaint submission will be kept confidential and CG will abide by the provisions of the applicable jurisdictional Data Privacy & Protection Rules and Regulations. All complaints will be treated confidentially, impartially, and equally (giving equal treatment to all people).
