Treating Customers Fairly
Our Commitment to You
We are committed to:
- acting honestly and in good faith
- handling claims fairly and consistently
- making decisions based on policy terms, evidence, and fairness
- communicating clearly and respectfully
- supporting customers who may be experiencing vulnerability
Treating customers fairly is not just a principle , it is embedded in how we make decisions and deliver services.
How We Treat Customers Fairly
We aim to treat customers fairly by:
- explaining the claims process and next steps clearly
- progressing claims without unnecessary delay
- requesting only information that is relevant and reasonable
- providing clear reasons for decisions
- ensuring customers understand their options if they disagree with an outcome
Where decisions are adverse, we will explain why and outline the options available to you.
Supporting Vulnerable Customers
We recognise that some customers may be vulnerable due to circumstances such as:
- financial hardship
- illness or injury
- mental health concerns
- language or communication barriers
- personal distress following a loss
If we identify that you may be vulnerable, or if you tell us you need additional support, we will take reasonable steps to assist you. This may include:
- allowing more time to provide information
- adjusting how we communicate with you
- explaining information more clearly
- referring you to appropriate support services
Clear and Respectful Communication
We are committed to:
- using clear and easy-to-
- understand language
- treating customers with courtesy and respect
- responding to enquiries in a timely manner
- listening to concerns and feedback
If something isn’t clear, we encourage you to ask , we are here to help.
Fair Decision-Making
Our claims decisions are:
- based on the policy terms and the information available
- made objectively and consistently
- documented so they can be reviewed
We do not allow commercial, operational, or external pressures to unfairly influence decisions.
If You’re Unhappy With Our Service or a Decision
If you’re unhappy with our service or a claim decision, you can raise a concern or make a complaint.
We will:
- listen to your concerns
- review the matter fairly and independently
- provide a clear response
- explain any further options available to you
Complaints are handled in accordance with our Complaints & Internal Dispute Resolution process.
Access to Additional Support
Translation and Accessibility Services
How to Contact Us
If you have questions about how we handle claims or treat customers fairly, please contact us:
Quartz Claims
info@quartzclaims.com