GOOD PRACTICE GUIDE FOR CUSTOMER DISPUTES

In response to members' requests, the Society of Claims Professionals (SOCP) has released a good practice guide for the management of customer disputes.

The guide, produced in collaboration with Flaxmans Insurance Agency, while not exhaustive, has identified seven points that define good practice for disputes handling. These include:

● Always thanking the customer, within two or three days of receiving the complaint, for taking the trouble to bring it to the notice of the company

● Never requiring the employee responsible for the decision that causes the complaint to be responsible for dealing with it

● Considering the complaint from the viewpoint of the customer, not just from the viewpoint of an experienced insurance expert

● Treating the customer with respect and courtesy throughout the process and avoid using jargon.

To read the full report, visit: www.socp.org.uk/83579