Speaker : Donald Venkatapen - Venkapaten Boutique Lawyers
Objectives :
The legislation has provided for a comprehensive appeal process involving complaints and mediation procedures in the event of a dispute between the parties. This training course will detail what needs to be put in place to comply with the regulatory framework and will present a model internal complaints policy.
Content :
Reference texts, key definitions, broker obligations, complaint handling processes, types of mediation and related procedures are all covered in detail in this training course.
Topics covered :
- Regulatory framework for complaints
- Pre-contractual information obligations regarding complaints
- Implementation of an internal complaints management policy
- Reporting complaints to the CAA
- Complaints handling procedure and deadlines
- Possible outcomes of the complaints handling policy
- Appeals
- General principles of mediation (between consumers and insurers; between insurers and brokers)
- Procedures applicable to mediation
- Mediation process
Certification :
A training certificate will be issued provided that the knowledge test is completed and returned between the start of the session and 2:00 p.m.
