The Ghana Insurers Association (GIA) has organised a seminar for Claim Managers in the Insurance Industry with a call to help transform the negative perception of their dealings with clients.
They have been urged to promptly resolve clients complaints to put smiles on the faces.
Mr Nda Ahale Polley, the Claims/Complaint Manager of GIA, gave the advice in Accra on Friday at the seminar, orgainsed by the Complaints Management and Advice Bureau (CMAB) of the GIA.
He said the CMAB, which was launched in June 2018, was in response to the series of complaints from the insuring public and the GIA’s effort at resolving them.
“CMAB is a bureau set up at the GIA to handle complaints from policy holders and the public in line with GIA’s three-tier complaints management and self-regulatory regimes,” he said.
Mr Polley said the Bureau was a Department at the GIA Secretariat with the responsibility of resolving complaints from the insuring public as well as offering the needed advice where necessary.
He said complaints were resolved through a collaboration between the CMAB office and liaison officers with the various insurance companies.
Mr Polley enumerated the objectives of CMAB as promoting self-regulation, improving service-delivery, building customer confidence and increasing insurance penetration.
He stated that the Bureau had received a number of complaints since its inception including life and non-life related ones, which involved various insurance companies.
He commended the insurance companies for their cooperation, which had led to the speedy resolution of cases.
Mr Polley encouraged them to continue to cooperate with the Bureau to help change the negative perception about insurance in the country.
Mr Kingsley Kwesi Kwabahson, the Chief Executive Officer of GIA, said the Complaint Management and Advisory Role, was set up to handle complaint from policy holders and the public.
He explained that the Bureau used three-tier complaint management approach initially handled by the Insurance Company concerned and then to the Bureau and if the concerns were not addressed, they were forwarded to the National Insurance Commission.
He said the Bureau was also a form of self-regulation, which would ensure sanity in the Insurance Company and provided assistance to customers.
He confirmed that customers of insurance companies faced challenges in seeking redress when they feel they had not been served well resulting in some of them taking legal action.
Mr Gustav Siale, a Consultant of CMAB, said the Bureau would help insurance companies to improve their services and facilitate insurance penetration.
He urged the Claim Managers and Agents to educate their clients on the role of the Bureau to make it easy for an aggrieved customer to seek redress.