Client Complaints

Complaints Handling Policy and Procedures

CIB seeks to maintain and enhance our reputation of providing you with high quality products and services. We value complaints as they assist us to improve our products, services and customer service.

CIB is committed to being responsive to the needs and concerns of our customers or potential customers and to resolving your complaint as quickly as possible. This policy has been designed to provide guidance to both our customers and staff on the manner in which CIB receives and manages your complaint. We are committed to being consistent, fair and impartial when handling your complaint.

The objective of this policy is to ensure:

You are aware of our complaint lodgement and handling processes
Both you and our staff understand our complaints handling process
Your complaint is investigated impartially with a balanced view of all information or evidence
Your complaint is considered on its merits taking into account individual circumstances and needs.

Definition of a Complaint

In this policy a complaint means an expression of dissatisfaction by a customer relating to service provided by us.

How a Complaint can be made

If you are dissatisfied with a service provided by us, you should in the first instance consider speaking directly with the staff member you have been dealing with. If you are uncomfortable with this or consider the relevant staff member is unable to address your concerns you can lodge a complaint with us in one of the following ways:

By completing a feedback form {available at the Front Desk or Main Lobby} By telephoning us on {630-1390}
By writing to us {8 Norwood Road, Kingston 5}
By emailing{winsome.taylor@covenantinsurancebrokerjm.com}
By speaking to any Manager that may be available

The Information you will need to tell us

When we are investigating your complaint we will be relying on information provided by you and information we may already be holding. We may need to contact you to clarify details or request additional information where necessary. To help us investigate your complaint quickly and efficiently we will ask you for the following information:

Your name and contact details
The name of the person you have been dealing with about your Insurance needs The nature of the complaint
Details of any steps you have already taken to resolve the complaint Copies of any documentation which supports your complaint.

Help when making a Complaint

The person receiving or managing your complaint should provide you with any assistance youn may need to make your complaint. However, if you consider you need further assistance please contact:

Miss Winsome Taylor

Customer Relations & Human Resources Manager
630-1390

winsome.taylor@covenantinsurancebrokerjm.com

Recording Complaints

When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome and any actions taken following the investigation of your complaint.

We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.

Feedback to Customers

CIB is committed to resolving your issues at the first point of contact; however, this will not be possible in all circumstances, in which case a more formal complaints process will be followed. We will acknowledge receipt of your complaint within three (3) business days. Once your complaint has been received, we will undertake an initial review of your complaint. There may be circumstances during the initial review or investigation of your complaint where we may need
to clarify certain aspects of your complaint or request additional information from you. In such circumstances we will explain the purpose of seeking clarification or additional information and provide you with feedback on the status of your complaint at that time. We are committed to resolving your complaint within 10 business days of you lodging your complaint.

When you complain about one of our employees

If you complain about a member of our staff, we will treat your complaint confidentially,

Impartially and equally. We will investigate your complaint thoroughly by finding out the

relevant facts, speaking with the relevant people and verifying explanations where possible. We will also treat our staff member objectively by:

Informing them of any complaint about their performance
Providing them with an opportunity to explain the circumstances Providing them with appropriate support
Updating them on the complaint investigation and the result.

*Employees may access all information regarding open complaints via CIB website

Overview of our complaint process

We acknowledge: Within three business days of receiving your complaint we will acknowledge receipt of your complaint.

We review: We undertake an initial review of your complaint and determine if any additional information or documentation may be required to complete an investigation. We may need to contact you to clarify details or request additional information where necessary.

We investigate: Within 10 business days of receiving your compliant we will investigate your complaint objectively and impartially, by considering the information given to us.

We respond: Following our investigation we will notify you of our findings and any actions we may have taken in regards to your complaint.

We take action: Where appropriate we amend our business practices or policies.

We record: We will record your complaint for continuous improvement process and monitoring through regular review.