Regulatory Alerts2020-01-01
Policy Guideline on Complaints Management
The Reserve Bank of Fiji issued this guideline to establish minimum requirements for complaints management by insurers licensed under the Insurance Act 1998. It mandates that insurers implement a comprehensive policy framework covering board approval, staff training, confidentiality, and record-keeping, while requiring written acknowledgment of complaints within seven working days. Insurers must resolve complaints within twenty-one working days, submit quarterly reports to the regulator, and maintain an advisory group to monitor industry compliance and public feedback.
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