Updated - CCRIF SPC Complaints Policy - September 2023
Complaints Protocol - Claims Administration (Revised Dec 2018)
CCRIF SPC recognizes the need for transparency and fairness in its operations. This document sets out and establishes a protocol to be followed when a complaint is received from any party other than policyholder. In this Protocol, “complaint” refers to an expression of dissatisfaction with CCRIF, specifically,
- the Board or Directors, staff or service providers
- Operations
- Disputes
- any matter not related to Payouts or Claims Administration
This Complaints Protocol provides a process for receiving, recording, tracking and dealing with complaints which may arise if CCRIF has allegedly acted or omitted to act unfairly resulting in
- mistakes or a lack of care
- unreasonable delays
- unprofessional behaviour
- bias and
- a lack of integrity
Concerns or questions received verbally would be classified a query until received in writing.
All complaints should identify the affected party making the complaint (the person/party writing must have a direct interest or be instructed by a person/party who has a direct interest in the subject matter of the complaint).
CCRIF will accept anonymous complaints and will carry out an investigation if enough information is provided.
The complaint should provide all relevant particulars on the substance of the matter, together with relevant documents. CCRIF will seek to resolve complaints as soon as reasonably possible.
The Complaints Protocol gives CCRIF an opportunity to remedy shortcomings or resolve potential disputes.
Should a policyholder have a complaint an email should be sent to the attention of the CCRIF CEO to the email address complaints@ccrif.org. The subject line should state the topic of the complaint and include the country name.