SagicorContactInforma on(Appendix17.1)wasupdatedtoincludethe different channels for receiving complaints. “Digital channels” was included.
6. NewSec ons:
Escala onProcedures(Sec on7.0)
Monitoring&Repor ng(Sec on9.0)
CustomerRedress(Sec on10.0)
Transi on(Sec on14.0)
OwnershipandResponsibility(Sec on15.0)
Excep ons(Sec on16.0)
PolicyApprovals(Appendix17.4)
1.0 PURPOSE
Sagicor is commi ed to maintaining high standards of service, valuing customer rela onships, and ensuringcompliancewithregulatoryrequirements.Thispolicyoutlinestheprocessformanagingand resolvingcustomercomplaintsefficiently,transparently,andfairly.
2.0 SCOPE
ForthepurposesofthisPolicy,theterms“Group”or“SLIGroup”areusedtorefertoSagicorLifeInc. anditsinsurancesubsidiariesonly,excludingSagicorLifeJamaicaLtd. SagicorLifeInc.(SLI)provides certain support func ons to members of the SLI Group; in par cular: Investment Management, FinancialAccoun ngandRepor ng,RiskManagement,InternalAudit,CorporateSecretarial,Legaland ActuarialServices.
This policy applies to the life and general insurance en es within the SLI Group and governs complaintsarisingfrominterac onswithSagicorteammembers,agents,advisors,brokers,andthirdpartyserviceproviders.Itencompassescomplaintsrelatedtothedeliveryofservices,products,claims handling,communica onissues,andotheraspectsofthecustomerexperience.
An expression of dissatisfaction or concern by a complainant about the Company’sactions,lackofaction,orthestandardofserviceprovided.
Theindividualorentitylodgingthecomplaint.
The person responsible for assigning the complaint to the investigating officertomanage andresolve.Usually,a BusinessUnit HeadorLeaderof theareaofresponsibility.
PhysicalLocaon: Complaints about the condi ons or accessibility of physical loca ons.
MaterialErrors: Significant errors affec ng service delivery, requiring inves ga on andresolu on.
RegulatoryComplaints: Complaints which are submi ed to the Company by a Regulatorybody,whichmaybeonbehalfoforbasedoninforma onfromacustomer.
5.0 ROLESANDRESPONSIBILITIES
5.1 BoardofDirectors
The Board of Directors is responsible for ensuring this Policy is approved by Execu ve Managementandensuringthatthefunc onsandresponsibili esoutlinedarecarriedoutby SeniorManagement.
Complaints can come through any channel, for example, email, phone, in-person, digital channels,orthewebsite.ComplaintsshouldbeforwardedtotheCXTeam(refertoAppendix 1forappropriatecontactinforma on)ensuringthateachcomplaintisloggedwithfulldetails suchasclientname,contact,natureofcomplaint,andanysuppor ngdocumenta on.
Business Units in the Life Insurance En es who receive complaints for their area of responsibilityshouldworktoresolvecomplaintsfortheirareaandlogandmanageaccordingly withintheCRMsystem.
GeneralInsuranceEn es’complaintsareexpectedtobesenttotheCXTeamforloggingand dissemina on.
2. Assessment
IntheLifeInsuranceEn es,theComplaintOwnerassessestheissuetodeterminethelevel of severity (urgent, high, medium, or low priority) and if needed, the case is passed to the appropriate personordepartment. Ontheother hand, the CX Team will assessthe levelof severity for General Insurance En es’ complaints and forward the case to the relevant ComplaintOwner.
3. Invesgaon
A erdeterminingthelevelofseverityof acomplaint, anInves ga ngOfficerisassignedto progresstheresolu onofthecomplaintbygatheringfactsandsuppor nginforma on.The Inves ga ngOfficer’snameshouldbedisclosedtothecustomertoensurethatthecustomer hasaCompanypointofcontactinrela ontotheircomplaint.
4. Resoluon
Once the complaint is resolved, the Inves ga ng Officer is expected to share the final resolu oninwri ngwiththeclient,implementanynecessarycorrec veac ons,andconfirm theclient'ssa sfac onwiththeresolu on.
Ifthe complaint remains unresolveda er five business (5)daysor if the complainantis dissa sfied withtheresolu on,itisescalatedtotheLeader/BusinessUnitHeadwithinyourteam.
DuringStage2,thefollowingshouldapply:
EscalationTrigger: If there is no resolution by the Supervisor within two (2) business days of receivingthecomplaintescalation.
EscalationTo: The complaint should be escalated to the CX Leader/CEO/Executive Leadership.
Action:
The CX leader/CEO/Executive Leadership should assign additional resources or reallocate the case as needed to drive closure and mitigate risk to the Company’s reputation and/or the customer relationship. An interim update shouldbeprovidedtotheclientuntilafinaldecisionismade.Afinaldecision
Ifallinternaleffortsfail,thecomplainantmayescalatetheissueexternallytotherelevantregulatory body, the Ombudsman or purse any other legal channels, at their expense and discre on. Refer to Appendix3foralis ngoftheRegulatoryBodiesinthejurisdic onsinwhichweoperate.
8.0 COMPLAINTHANDLINGTIMEFRAMES
Theini alacknowledgmentofacomplaintisthefirstformalresponsetheCompanywillprovidea er receiving a customer’s complaint. The acknowledgement is communicated by the team member receiving the complaint and it confirms receipt of the concern, expresses apprecia on for the feedback,andassuresthecustomerthattheirissueisbeingtakenseriouslyandwillbeinves gated.
Theresponse meofacomplaintreferstotheexpecteddura onbetweenthereceiptofacustomer’s complaint and the Company’s follow-up or resolu on, where applicable.It sets the expecta on for when thecustomercanan cipateafullresponseorupdate,ensuringtransparency andtrustinthe service recovery process. The name of the Inves ga ng Officer should also be included in this correspondence.
LEVELOF COMPLAINT
ACKNOWLEDGEMENT
URGENT Within1hour Within3hours 1-15businessdays
HIGH Within3hours Within5hours 1-10businessdays
MEDIUM Within1businessday Within2businessdays 1-5businessdays
Note: Complex complaints, inclusive of regulatory/legal issues, should be classified under urgent priority and addi onal me may be required. The Vice President-Customer Experience can assign addi onal meforanylevelortypeofcomplaintasrequired.Customerswillbeupdatedregularlyon thestatusoftheircomplaintsandgivennew meframesifneeded.
9.0 MONITORING&REPORTING
Sagicor maintains a complaint register/log to track all complaints. The register/log includes the followinginforma on:
Quarterly analyses are conducted to iden fy recurring issues and areas for process improvement. Reports are submi ed to the Board of Directors, highligh ng the number of complaints, resolu on rates,androotcausetrends.
10.0 CUSTOMERREDRESS
If the complainant is not sa sfied with the resolu on, they may appeal the decision. Appeals are escalated to the Vice President-CX or Execu ve Leadership for further review. If the complainant remainsdissa sfied,theymayescalatethecomplainttoexternalbodiessuchastheOmbudsmanor relevantregulatoryauthori es.
11.0 DATAPRIVACY&CONFIDENTIALITY
All complaints andrelated data will be handled in strict compliance with data privacy laws and the Sagicor Data Privacy Policy and will be securely stored. Access to complaint data is restricted to authorizedpersonnelinvolvedintheresolu onprocess,ensuringconfiden alityatall mes.
Anyexcep onsorchangestothisPolicyaretobedirectedtotheVicePresident-CustomerExperience, supported by a full explana on for the request. If jus fied, such excep ons or changes would be forwardedtoExecu veManagementforapproval.
17.0
APPENDICES
17.1 Appendix1–SagicorContactInforma on 17.2 Appendix2–CustomerAdvocacyForm
Sagicor seeks to maintain its reputation as a leading insurance company, delivering high quality professional services.Our managementandstaffrespect therightof members of the community tovoice concerns with respect to the standard of service that we provide. Your feedback helps us to improve our service toyou so that we can make your future experiences more positive.
Name of Company:
Is it also in relation to a coverage type?
If yes, select coverage type:
Yes □No
Motor Insurance
Doany of the following describe your concern/complaint?
□Delay inclaim reimbursement
□Efficiency of service
Denialof claim
Poor communication regarding processing of claim
□Product Knowledge □Lack of professionalism (rudeness, nonresponsiveness, incompetence)
□Coverage clarification □Delay or no response to calls, emails, instant messaging (live chat, Facebook messaging etc)
□Duplication of coverage □Unsatisfactory settlement
□Incorrect calculation
Other (please specify):
Misleading/Inaccurate advice
Pensions
Delay inrefund
Inaccurate letter
Inaccurate card
Inaccurate policy
Excess charges
High pressuretactics
Please provide specific details of your concern. Remember to include any relevant dates and times. Please also describe what you would consider to be a fair resolution to your concern or complaint:
AUTHORISATION
I authorise the above named company to use and share the information submitted in this form to the extent necessary to investigate and resolve my complaint.
Name:
Signature:
Date of Submission (dd/mm/yr.): / /
17.3 Appendix3–RegulatoryBodiesContactInformaon
REGULATORYBODIESCONTACTINFORMATION TERRITORY
Mrs.ClaudetteRichardson
SuperintendentofInsurance
FinancialServicesRegulatoryCommission
RoyalPalmPlace
Antigua
1-(268)-481-1193 claudette.richardson@fsrc.gov.ag
Aruba
Barbados
FriarsHillRoad P.O.Box2674
St.John's Antigua
President CentraleBankVanAruba JEIrausquinBoulevard8 Oranjestad Aruba
The signature below represents the approval of Version 3.0 of this Policy by the Chief Risk Officer & Chief Sustainability Officer,Sagicor Financial Company Ltd.:
Lynda Gauthier
The signaturesbelowrepresenttheapprovalofVersion 3.0ofthisPolicyby Execu veManagementof the respec ve Companies. This policy becomes opera onal by the Company on the respec ve approval dates below.
Sagicor Life Inc.
Sagicor Life Insurance Trinidad and Tobago Limited
Na onwide Insurance Company Limited
Robert Trestrail
RobertTrestrail
RobertTrestrail
Sagicor Life Aruba N.V. Randall Croes
Sagicor Life (Eastern Caribbean) Inc.
Sagicor General Insurance Inc.
Sagicor General Insurance Trinidad and Tobago Limited
