Complaints & ComplimentsComplaints & Compliments

What is a Complaint?What is a Complaint?

A Complaint

A complaint is an expression of discontent/dissatisfaction which can either be real or perceived by the client. It can be seen as an indication that the service or product does not meet the client’s expectations. It can also be an expression of dissatisfaction, whether justified or not, about any aspect of our business.

If your service experience has lived up to our commitment and we have delighted you; please tell us about your experience. We like to reward our staff for their contribution to our success.

What is a COMPLIMENT?What is a COMPLIMENT?

ComplimentThere are different types of compliments.

As a Noun:

1. A compliment is an expression of praise, commendation, or admiration. A sincere compliment boosts one's morale.

2. A formal act or expression of civility, respect, or regard . e.g.: The mayor paid him the compliment of escorting him.

3. Compliments, a courteous greeting; good wishes; regards . e.g. :He sends you his compliments.

4. Archaic. a gift; present.

As a verb (used with object)

5. To pay a compliment to . e.g. :She complimented the child on his good behaviour.

6. To show kindness or regard for by a gift or other favour . e.g.: He complimented us by giving a party in our honour.

7. To congratulate; felicitate. e.g. :to compliment a prince on the birth of a son.

verb (used without object)

8.to pay compliments.

Client ExperienceWe view a complaint as an opportunity to understand our client better. We recognise that the efficient and effective administration of a complaint is the definitive measure of the service we provide to our clients. The way in which we resolve a complaint has a direct impact on our continued relationship with our clients.

We promise to take your complaint to us seriously and recognise you as the purpose of our business. We will:

Be courteous, sensitive and helpful;Be courteous, sensitive and helpful;

Always act with integrity and professionalism; Always act with integrity and professionalism;

Resolve your complaint efficiently and fairly.Resolve your complaint efficiently and fairly.

Is this a good or bad service?

Is this a good or bad service?

SAIA FSBDefinition of a Complaint

An expression of dissatisfaction by a complainant, relating to a product or service provided or offered by a financial institution, or to an agreement with the financial institution in respect of its products or services and indicating that -

(a) the financial institution or its service provider has contravened or failed to comply with an agreement, a law, a rule, or a code of conduct which is binding on the financial institution or to which it subscribes;

(b) the financial institution or its service provider’s maladministration or willful or negligent action or failure to act, has caused the complainant harm, prejudice, distress or substantial inconvenience; or

(c) the financial institution or its service provider has treated the complainant unfairly and regardless of whether such an expression of dissatisfaction is submitted together with or in relation to a customer query.

Complaints process flow

How to submit a complaint or complimentHow to submit a complaint or compliment

To assist us handle the complaint fairly and speedily, your complaint should always contain relevant information and be accompanied by copies of all relevant documentation. For example, it should contain the following information:

name and contact details of the complainant

name and contact details of the complainant’s representative (if applicable)

policy or claim reference number

Full details of the complaint (facts, dates, and supporting documents, etc.) the detail of your compliment or complaint (what were you satisfied, or what did not meet your expectation).

How can we regain your confidence in our service / meet your expectation?

An example of a An example of a complaint formcomplaint form

What will happen now?

We will confirm receipt of your correspondence and advise you of the person who will be attending to your complaint, within 24 24 hours of receipt (1 working day).hours of receipt (1 working day).

We will investigate and provide feedback or an outcome to your complaint within 24 hours of receipt (1 working day). 24 hours of receipt (1 working day). Should we require additional information, we will request this from you within 8 working hours of confirming receipt of your complaint.

Our commitment is to keep you informed of the progress of your complaint/request, whilst it is being attended to.

’’Complaints Complaints Resolution Process’’Resolution Process’’

What if I am dissatisfied with the outcome presented/offered?

Complaint Officer: Neerasha Naidoo

Telephone Number: 011 284 2444

E-mail Address: neerashan@regent.co.za

Postal Address: Regent Complaints Officer

P.O. Box 674

Edenvale

Johannesburg

1610

What will Neerasha do?Our Complaints Officer will confirm receipt of your correspondence within 2 working hours of receipt2 working hours of receipt, investigate the matter thoroughly, and then refer your complaint to the Complaints Resolution Committee for a final decision.

Our Complaints Officer will ensure resolution within 5 working dayswithin 5 working days.

Our Complaints Officer will update you, regarding the progress of your complaint/request, until a final decision has been made on the outcome of your complaint/request.

IDRDIDRDIf the client is still dissatisfied with the resolution from Business/Complaints department and would like the final decision reviewed, your complaint will be referred to the Internal Dispute Resolution department. The following will apply:

The client must provide a written representation / appeal stating what the client is contesting.

The complaint will be treated as an appeal/dispute.

You will be notified of the contact details of the person assigned to liaise with you in relation to the dispute.

Once a decision has been made, we will respond to you in writing giving:

- Reasons for the decision;

- Information about how to access external dispute resolution or client recourse mechanisms;

- Notify you of the timeframe in which an external dispute should be lodged.

REGENT COMPLIANCE OFFICERREGENT COMPLIANCE OFFICER

The Compliance Officer

Regent Insurance Company Limited

PO Box 674

Elma Park, Edenvale

1610

Tel: 0860 734 368

Fax: +27 (11) 574 2828

Email: compliance.st@regent.co.za

OMBUDSMAN FOR SHORT-TERM OMBUDSMAN FOR SHORT-TERM INSURANCEINSURANCE

Telephone Number: 0860 726890 / (011) 726 8900

E-mail address: info@osti.co.za

Fax: (011) 726 5501

Postal Address: P.O. Box 32334

Braamfontein

Johannesburg

2017