the perspective of the office of the ombudsman for long-term insurance
the perspective of the office of the ombudsman for long-term insurance
the perspective of the office of the ombudsman for long-term insurance
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EQUITY/FAIRNESS IN HANDLING OF COMPLAINTS<br />
Accountability & outcome<br />
• Are complaint handlers accountable and are <strong>the</strong>y making<br />
<strong>the</strong>ir decisions in an independent and unbiased manner?<br />
• Complaints need to be looked at as a whole to see whe<strong>the</strong>r<br />
<strong>the</strong>re is disparity in outcome because <strong>of</strong> age, language, level<br />
<strong>of</strong> sophistication, etc.<br />
• Fairness does not guarantee an outcome<br />
but<br />
• Need to ensure that outcome is not negatively influenced by<br />
age, level <strong>of</strong> sophistication etc.
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