Developing a Complaints Management Framework For an Overseas Insurer
The Client’s Needs
The client was a Malta based insurer which had a network of MGAs distributing its products across Europe and the UK. As a newly approved insurer it needed to put in place a Framework for the management of Complaints.
ICSR was engaged to assist.
ICSR provided the following:
- A complaints policy which was suitable for all jurisdictions in which the insurer or its network of MGAs were distributing products
- A Complaints procedure for each jurisdiction in compliance with local requirements in each jurisdiction
- Advice on reporting requirements for complaints for each jurisdiction
- A training module to use for training staff in each jurisdiction
A member of the Talent Pool with specialist experience in EU wide complaints frameworks was deployed with a director of ICSR providing oversight and control.
ICSR delivered a bespoke multi-jurisdictional complaints framework within the timescale requested by the client.