1. POLICY STATEMENT
At Olea M&G, we believe that in customer satisfaction and wish that our customers have a clear-cut means to file complaints or express their dissatisfaction about our delivery.
We strive to provide quick feedback to customer complaints and ensure that we take the needed remedial action to address any concern raised by our cherished customers.
The purpose of this policy is to ensure that complaints are handled expeditiously to win back the trust of our customers. All customers’ complaints and comments must be taken seriously at all times by the staff.
This document provides guidelines for resolution and the treatment of complaints made by customers.
2. PURPOSE OF POLICY
This policy is intended to ensure that OLEA M&G handle complaints fairly, efficiently and effectively. The objective is to have a process of dealing with complaints in line with the objectives of the company to provide seamless insurance broking services to customers.
Our complaint management system aims to:
· Enable us to quickly respond and provide remedial action to customers’ complaints.
· Increase customer confidence in our company and have faith in our ability to resolve complaints.
· Provide a formal process of evaluating the quality of our service delivery.
3. WHAT IS A COMPLAINT?
Complaint is any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, any of our customers about the provision of, or failure to provide, a service they expected of a staff of OLEA M&G.
4. FORMS OF COMPLAINTS
Complaints made to the OLEA M&G could be Formal or Informal. A formal complaint involves the customer putting the complaint in writing by completing the company online complaint form or by sending an email or a letter.
An Informal complaint could be made by telephone call, text message or word of mouth.
5. HOW TO COMPLAIN
A dissatisfied client has the right to immediately complain to the staff involved if in the opinion of the customer, the matter at stake is a minor one that could be remedied by the staff involved.
For any other complaint about the general services of OLEA M&G, complaint should be made to the Managing Director:
STEPHEN KWARTENG YEBOAH
12 EXAMINATION DRIVE, NORTH RIDGE ACCRA
EMAIL: s.yeboah@olea.africa
Telephone: +233302254647
6. HOW WILL THE COMPLAINT BE ADDRESSED?
The Managing Director will acknowledge receipt of the complaint and make a determination on the appropriate person to address the issue of concern. At all times, only person(s) with the appropriate authority to settle a complaint within OLEA M&G shall be assigned cases of complaints to handle. All complaints shall be handled impartially and diligently by the assigned Officer of OLEA M&G.
7. TIMELINES FOR HANDLING CLAIMS
– The complaint shall be acknowledged by the close of business the same day it is received.
– Where possible, an attempt shall be made to resolve the complaint not later than the next working day following the receipt.
– Any proposed resolution shall be communicated to the client before the close of business on the day it was received.
– Where complaint involves extensive investigation, notify the complainant with the needed information on the timelines for the resolution and agree with the complainant on the suitability of the proposed timetable.
– All complaints as much as possible should be resolved within 4 weeks after receipt of the complaint.
8. COMMUNICATION OF RESOLUTION
Informal complaint resolution may be communicated informally to the client while formal complaints must be responded to in writing. The resolution letter should include the following:
– Determination whether the complaint has been accepted and details of remedial action or compensation or redress which we may consider appropriate.
– Advise where we are offering any remedial action or redress without accepting the complaint or,
– Explain the reason for rejecting the complaint.
– Indicate alternative means of resolution if OLEA M&G does not have the means of providing the needed redress.
– Refer the client to Alternative means of dispute resolution like the National Insurance Commission or Insurance Brokers Association of Ghana.