Cunningham Lindsey UK

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Treating Customers Fairly(continued)Cunningham Lindsey UK ResponseComplaint Analysis• We regularly analyse complaints to identify any trends• Changes are made where possible to avoid futurecomplaints/improve serviceMeeting Service Standards• We ensure service standards are in place and thatthey comply with FSA ICOB7 claim rules• We measure our performance against servicestandards• Performance is regularly reviewed to ensure wemaintain our standardsOther Initiatives• Across the company we have posters and other linesof communication to raise awareness and promote aculture of treating customers fairlyWe consider that TCF is essential to the success ofour business and implicit in providing high levels ofcustomer satisfaction. We also see it as a continuousopportunity for improvement and something that willenhance the overall perception of insurance.“Fairness is one of our statedcorporate values.”Treating Customers Fairly 13
Claim Handling RulesRegulationThe Insurance Conduct of Business Sourcebook(ICOB 7) sets out the rules for handling claims under“Non-investment insurance contracts”.Who is protected by the rules?• Retail Customers - individuals acting outside theirtrade, business or profession• Commercial Customers - anyone who is not a retailcustomer• Third Parties - but only when they need to bypassthe customer/insured for legal reasons such as thecustomer becoming insolventWho has to comply?• Insurers• Managing Agents (handling claims under policieswritten at Lloyd’s)• Intermediaries• Motor Vehicle Liability InsurersCunningham Lindsey UK ResponseWe actively build claim rules into our processes andservice standards to ensure compliance is automatic inevery product. However, the rules are the minimumstandard and we are always focused on service levelagreements which are usually more onerous.• The main thrust of the regulation is to protect theinsuring public with rules under ICOB 7 for handlingclaims by ‘retail customers’• The rules for commercial claims are less stringent butwe have adopted the ‘retail rules’ across the board asa benchmark of good practice• The limited rules that apply to liability claims are alsocatered for under our current arrangementsThe rules apply to intermediaries as well as insurers,with special requirements for motor vehicle liabilityinsurers under EU Directives.We represent many different interests when dealing withclaims and by building FSA requirements into oursystems, we ensure that we remain compliant howevercomplex the situation.14 Cunningham Lindsey UKClaim Handling Rules 15
Page 1 and 2: Cunningham Lindsey UK“Regulation
Page 3 and 4: ForewordWe first issued this'Respon
Page 5 and 6: OutsourcingRegulationThe FSA System
Page 7: Treating Customers FairlyRegulation
Page 11 and 12: Intermediaries and ICOB 7Regulation
Page 13 and 14: ComplaintsRegulationThe FSA set the
Page 15 and 16: AuditsRegulationUnder Systems and C
Page 17 and 18: Client FundsRegulationThe Client As
Page 19 and 20: The Way ForwardIn the FSA 2007/08 o

Cunningham Lindsey UK

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