Complaints policy

Complaints define the improvement process and relationship management expected by our clients. It is mandatory that all classifications of a “complaint” are reported and activated through the policy.

COMPLAINTS

“Sagicor General Insurance Inc.(SGI) places a high value on its relationship with its customers, brokers, advisors and agents. We remain committed to handling all complaints in an effective and timely manner. SGI in adherence with regulatory requirements, has therefore, established this Customer Complaints Policy.” SGI Customer Complaints Policy, 2016

Targets-metrics

The Complaints Policy seeks to remedy any situation that is adverse and has the potential to cause serious irreparable damage to our reputation. What we aim to achieve is efficiency in handling the complaint and assigning owners to manage the same.

COMPLAINTS

Classification of Complaint

Minor: Little contact or risk to the organization. First contact resolution rate- this is an issue which can be solved on the same day. Major: Significant issues which can cause lasting damage and require investigation. Extreme: Issues which include death, long-term damage which require investigation.

Metric:

• Minor: Same day to a maximum of two days • Major: Maximum of five days • Extreme: Up to 10 days. In circumstances, where litigation is involved, this time frame may be expanded. (Knight-Lloyd, 2016)