Sri Lanka: Regulator issues guidelines on complaints handling
Source: Asia Insurance Review | Nov 2016
The Insurance Board of Sri Lanka has issued guidelines for insurers and brokers on complaints handling, so as to ensure the timely and fair handling of grouses.
The guidelines require the companies to put in place a complaints management policy and publish complaints handling procedures for the information of consumers.
The guidelines also require insurers and brokers to maintain records of complaints and to analyse the root causes of complaints in order to improve their service.