Complaints Handling Policy

Our commitment

We value your feedback as we seek to provide you with professional, efficient and high quality service. Any complaints we receive are handled fairly, consistently and promptly with the assurance that appropriate redress will be made.

Occasionally things can go wrong and we may receive a complaint. If we have made a mistake we will diligently investigate and rectify the matter where possible. We want to ensure that all complaints are properly handled in the best interest of our clients and that they are provided with the highest level of customer service that is expected.

Complaints may be received at any time during the insurance process and we accept complaints by any means, e.g. letter, facsimile, e-mail, telephone or in person by speaking to any of our staff.

Our responsibility

We promise a prompt response and will acknowledge the complaint in writing immediately and undertake initial review of the complaint. We may contact you for additional information if necessary.

You will receive a first follow-up response to your complaint within five (5) business days after our investigations. Our investigation of the complaint will be done competently, diligently, impartially and within the time limits stipulated by our policy and the Regulators. Appropriate actions will be taken to resolve any complaint to your satisfaction.

We empower our staff to resolve complaints immediately. If it cannot be resolved immediately, your Complaint will be assigned to a Complaint Handler who will be your point of contact up to the successful outcome of the complaint.

We will notify you of our findings and any actions we may have taken, or will be taking, to satisfy your complaint.

All complaints will be kept on file for a minimum of three (3) years or as long as the complaint is receiving the attention of the regulatory authority or is being litigated.

Competence

At Gallagher, all staff are required to undertake awareness training on complaints handling including how to identify and report complaints. You have our commitment that every reasonable effort will be made to reach a solution to ensure total customer satisfaction.

What happens if you are dissatisfied with our final response?

In the event that you are dissatisfied with the handling and resolution of your complaint, you have the right to refer your complaints to your local Insurance Regulator for independent review.

Contact Us

You may contact us by completing the inquiry form and we will respond to your inquiry within 48 business hours. You may also contact one of our office phone numbers: