Hollard Complaints Management Procedure

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Leo Brown
6 years ago
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1 Hollard Complaints Management Procedure

2 At Hollard, we are committed to resolving your complaint in a courteous, timely and fair manner. We aim to acknowledge and resolve your complaint with comprehensive feedback, basing all decisions on Treating Customer Fairly principles. Step 1 - How to complain: To ensure that we manage your complaint quickly and fairly, it is important that you provide us with all relevant information relating to your complaint which includes: The name and contact details of the policyholder and person who is complaining Policy or Claim reference number Full details of your complaint (facts, dates, and supporting documentation) Your expected outcome in resolving your complaint. To let us know about your complaint, simply click on the link and complete the complaint form: or send an to complaints@hollard.co.za Alternatively, you may refer to your policy wording or schedule of insurance to obtain the complaint procedure contact information. Our commitment to you in managing your complaint 1. We will confirm receipt of your complaint within 8 working hours and provide you with a complaint reference number. 2. Your complaint will be assigned to a dedicated representative who has the necessary knowledge and skill to handle your complaint. 3. You will be provided with a dedicated contact number and address to further communicate with us 4. You will be advised of any additional information needed to resolve your complaint 5. We will keep you informed on the progress of resolving your complaint 6. You will receive comprehensive feedback on the outcome of resolving your complaint 7. If our decision is not in your favour, you will be informed of our internal dispute escalation process, as explained in Step 2.

3 Step 2 - How to escalate your complaint if you are not satisfied with our decision If you are still not satisfied with the resolution of your complaint and would like the final decision reviewed, you may request that your complaint be referred to the Internal Dispute Resolution forum. The following will apply: You should provide a written representation / appeal stating your reasons for dispute You will be notified of the contact details of the person assigned to liaise with you in relation to the dispute within 8 working hours. Once a decision has been made, we will respond to you in writing giving: o o Reasons for the decision; Information about how to access the relevant external dispute resolution offices o Notify you of the timeframe in which an external dispute should be lodged Step 3 Your option to refer your complaint for External Dispute Resolution If the complaint is not resolved to your satisfaction by Hollard in Step 1 or Step 2, you may submit your complaint to the relevant Ombudsman, subject to their jurisdiction: OMBUDSMAN FOR LONG-TERM INSURANCE Telephone Number: / (021) address: info@ombud.co.za Fax: (021) Postal Address: The Ombudsman for Long Term Insurance Private Bag X45 Claremont Cape Town 7735

4 OMBUDSMAN FOR SHORT-TERM INSURANCE Telephone Number: / (011) address: info@osti.co.za Fax: (011) Postal Address: P.O. Box Braamfontein Johannesburg 2017 FAIS (FINANCIAL ADVISORY AND INTERMEDIARY SERVICES) OMBUDSMAN FOR COMPLAINTS RELATING TO ADVICE PROVIDED BY A FINANCIAL ADVISOR / INTERMEDIARY Telephone Number: / (012) address: info@faisombud.co.za Fax: (012) Postal Address: The FAIS Ombud P.O. Box Lynnwood Ridge Pretoria 0040 FSB (FINANCIAL SERVICES BOARD) FOR COMPLAINTS RELATING TO THE REGULATION OF THE INDUSTRY Telephone Number: (012) address: info@fsb.co.za Fax: (012) Postal Address: P.O. Box Menlo Park 0102

5 PENSION FUNDS ADJUDICATOR - FOR COMPLAINTS RELATING TO RETIREMENT ANNUITIES Telephone Number: (012) or (012) address: enquiries@pfa.org.za Fax: Address: 4th Floor Riverwalk Office Park Block A, 41 Matroosberg Road Ashlea Gardens Pretoria 0081

JLT EMPLOYEE BENEFITS SA COMPLAINTS PROCEDURE

JLT EMPLOYEE BENEFITS SA COMPLAINTS PROCEDURE JLT EMPLOYEE BENEFITS COMPLAINTS PROCEDURE INTRODUCTION As per Section 16, part XI of the FAIS General Code of Conduct, as pertains to Complaints, a provider