Interactive session on improving claims and complaints handling practices for the insurance sector

The Chief Executive addressed the concerns of considerable outstanding claims at the level of insurers and the increasing number of complaints received at the FSC from policyholders. Mr Seegolam highlighted that while the sector is showing consistent signs of growth and resilience, the confidence level of policyholders should not be affected by certain practices of our industry. The Chief Executive stated that the workshop would also contribute to wider discussions with the industry in the area of claims and complaints handling practices, in view of finding solutions to protect the interests of policyholders.

Mr Axel Pellegrin, outgoing secretary general of the Insurers’ Association of Mauritius and facilitator of the workshop, laid emphasis on the importance of proper, timely and fair settlement of claims. He added that policyholders better appreciate the value of a policy when a claim is entertained with due process, particularly in the digitalised environment and era. Mr Pellegrin encouraged Insurers to focus on the responsibility of Complaint Coordinators, especially in the establishment of an appropriate balance between the role of underwriting and claims in an insurance company. He also highlighted the relevance of insurers to develop an appropriate consumer-service culture.

The workshop also included a session on best practices to be adopted on claims and complaints handling through an interactive participation of participants in practical case studies on claims.