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Standard 22 - insurer participation in disputes and mediations

Fully informed and good-faith participation in Commission dispute resolution processes can assist the timely and effective resolution of disputes.

Insurer participation in disputes and mediations

Principle: All parties will participate in Commission teleconferences, conciliations/arbitrations and mediations in good faith and with a view to achieving the timely and effective resolution of disputes.

ExpectationsBenchmarks
S22.1As far as possible, insurers must ensure that a person with knowledge of the relevant claim and who holds appropriate delegation to make decisions and provide instructions to legal providers is either in attendance in person or available by phone during Commission dispute resolution processes.Evidence on claim file.