Principle 1: Be easy to engage and efficient
The insurer must keep customer interactions simple and accessible to make the experience easier, so that the focus is on recovery and resolution. This means:
- customers should only have to provide or ask for information once
- information is clear and understandable enabling a streamlined experience
- complexity is reduced by communicating in simple language
- information is timely and accessible
- customers will experience visible support and information throughout the customer journey.
Principle 2: Act fairly, with empathy and respect
The insurer must be respectful of people’s individual circumstances and needs and support them accordingly. This means:
- customers are treated fairly, receiving the same quality services, every time
- customers are shown compassion and understanding of their individual situation
- customers are treated with dignity, empathy and respect.
Principle 3: Resolve customer concerns quickly, respect customers’ time and be proactive
The insurer must be proactive in supporting recovery and resolution. This means:
- resolve customer concerns at the first opportunity
- customers are supported early, leading to better recovery outcomes and resolution
- customers’ time is valued
- customers will be contacted when they need to know something.
Principle 4: Have systems in place to identify and address customer concerns
The insurer must have systems in place to engage customers and listen to concerns and suggestions. This means:
- customer views will be sought on service design and improvement
- ensure transparency in addressing systematic issues as they are identified and rectified
- continuous improvement systems are in place.
Principle 5: Be accountable for actions and honest in interactions with customers
Customers will receive an acknowledgement when things don’t go to plan. This means:
- customers will receive an acknowledgment when harms are caused, when customer expectations are not met or when legislative breaches occur
- poor service or behaviour will be acknowledged, and action taken.