The Code Governance Committee released their report “How insurers handle consumer complaints” on 15 January 2019.
The Committee made 18 recommendations to help Subscribers improve compliance with the Code’s complaints standards including:
- improving processes to identify and help vulnerable consumers,
- prioritising complaints according to their urgency, especially for consumers in financial hardship, and
- acknowledging consumer complaints faster and in writing.
Links to the media release and the report are available below.