Have you ever heard of the term POPI? This is the Protection of Personal Information Policy and this allows insurers to collect, store and use the personal information provided by an individual. Personal information is collected only when an individual knowingly and voluntarily submits information. Personal Information may be required to provide a Gap Cover policy holder with further services or to answer any requests or enquiries relating to this service. It is the intention that the policy will protect an individual’s personal information from being prejudiced in any way and this policy is consistent with the privacy laws applicable in South Africa. An insurer should not, without an individual’s consent, share information with any other third parties, for any purposes whatsoever.
Treating Customers Fairly (TCF) Policy: TRA’s overriding business culture and ethos is that our “customers” – being our Gap Cover policyholders and intermediary network – come first. This product has been created to meet the requirements of our clients. We will at all times deliver on customer service and customer expectations by enforcing the principles of Treating Customers Fairly (TCF). The TCF principles ensure we apply fairness to all client experiences relating to new business, policy terms, service and claims processes.
The TCF framework has 6 outcomes which are:
1. You are confident that Your fair treatment is key to our culture.
2. Products and services are designed to meet Your needs.
3. We will communicate clearly, appropriately and on time during the lifespan of Your policy.
4. We provide advice that is suitable to Your needs and circumstances.
5. Our products and services meet Your standards and deliver to expectations.
6. There are no unreasonable barriers to access our services, or to lodge a claim or to lodge any complaints.
In order for a complaint to receive the attention that it deserves, we request that your complaint is submitted to us in writing to firstname.lastname@example.org . Alternatively, please ensure that where the complaint is delivered by hand or by any other means, that you retain proof of delivery. The following procedure will be followed:
1. The complaint has to be in writing.
2. The complaint has to be logged in our complaints register, receipt confirmed and management informed.
3. The complaint is investigated and the Policyholder has feedback within 5 days.
4. If the complaint resolved is not satisfactory, the policyholder may refer the complaint further to the Key Individual or CEO.
5. If still not resolved, the policyholder can refer the complaint to TRA’s Compliance Officer – email@example.com
6. If still not resolved, the policyholder can refer the complaint to the relevant Ombud, within 6 months.
7. The FAIS Ombud deals with claims below R800 000 only.