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’s Solution

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

Resources Deployed

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.

Client Outcome

ICSR delivered a bespoke multi-jurisdictional complaints framework within the timescale requested by the client.

Advisory & Resourcing

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