Fair treatment is part of every insurance decision.

Our approach to fair customer treatment

Treating Customers Fairly is a financial-sector conduct approach that places fair customer outcomes at the centre of how financial services providers design, market, provide and support their services. insurance.net.za applies these principles to its insurance risk-management services and customer interactions.

Our aim is to give clients a clear, informed and appropriately supported path through complex insurance decisions. This includes understanding the relevant risk before approaching the market, explaining the role and limits of the services we provide, and communicating in a way that supports informed decisions.

The six fair-treatment outcomes

The six recognised fair-treatment outcomes guide how fair treatment is assessed throughout the customer relationship:

• Outcome 1 - Fair treatment is central. Customers can be confident that fair treatment is an integral part of our culture and decision-making.
• Outcome 2 - Appropriate products and services. Products and services are designed, marketed and offered with the needs of identified target markets in mind.
• Outcome 3 - Clear information. Customers receive clear information and are kept appropriately informed before, during and after contracting.
• Outcome 4 - Suitable advice. Where advice is provided, it is suitable and takes account of the customer's circumstances, objectives and relevant information.
• Outcome 5 - Products and services perform as expected. Customers receive products that perform as they have been led to expect, with service delivered to an acceptable standard.
• Outcome 6 - No unreasonable post-sale barriers. Customers do not face unreasonable barriers when changing a product, switching provider, submitting a claim or making a complaint.

Our commitment

We work to apply these principles through practical service standards:

• responding promptly, courteously and with the information relevant to the enquiry;
• maintaining customer-focused processes that are designed to be clear and efficient;
• continuously reviewing the way we communicate and deliver our services;
• helping customers understand the information, risks and decisions relevant to new cover, claims and policy changes;
• focusing discussions on insurance solutions that are relevant to the identified risk and customer circumstances;
• building durable, professional relationships based on clear communication and mutual understanding;
• welcoming feedback and using it to improve the customer experience; and
• being open about our processes, the services we provide and the information we need to provide them properly.

How you can help

Fair outcomes depend on accurate information and an active customer relationship. You can help by:

• providing complete and accurate information relevant to the insurance decision;
• telling us when your personal, business, asset or risk circumstances change;
• reading policy wording, quotations, communications and other relevant documents carefully;
• asking us to explain any aspect of a product, service or process that you do not understand; and
• giving us feedback on how we can improve our service.

Feedback and complaints

We welcome feedback about our service. For feedback, concerns or a complaint about insurance.net.za, use our complaints form. It routes the matter to our compliance department, gives you a reference to quote, and sets out how the complaint is handled and where it can be escalated. Our Privacy Policy explains how we handle the personal information you provide.

Mosaic Financial Solutions

insurance.net.za is a division of Mosaic Financial Solutions Pty Ltd (registration number 2015/288102/07), an authorised financial services provider #46319. Mosaic Financial Solutions Pty Ltd is a South African financial-solutions group providing innovative answers to complex financial problems. Our registered office is Gateview House, Constantia Park, 1 Vlakhaas Avenue, Weltevredenpark, Gauteng, South Africa.

For compliance enquiries, use our complaints form.