The Commission has published a survey and is looking for members of the public to contribute their personal experiences in purchasing insurance products and when making claims on their insurance policies.
The survey is available on the Commission’s website - 2018 General Insurance Survey
It is anticipated that responses to the survey will identify common trends, which will be explored by the Commission during a thematic review of locally licensed insurance brokers, which it plans to undertake later this summer. The review will pose the question “Are customers treated fairly?”. The Commission’s conclusions, which will include the results of its public survey, will be released later in the year.
The survey should take no more than 10 minutes to complete and can be completed anonymously. Anyone without access to the internet can complete a paper copy of the survey, which can be obtained either from the Commission’s offices at Glategny Court or by contacting the Commission’s Conduct Unit on 712706.
The closing date for completing the survey is 31 July 2018.
Commenting on the survey, Rosemary Stevens, who heads up the Commission’s Conduct Unit, said: “We would encourage consumers to complete our survey as their views are important to us and will help shape our approach to assisting consumers with insurance issues.”
Kate Raleigh who heads up Citizens Advice Guernsey is supportive of this consumer-focused initiative adding: “This is a really easy survey that will provide a clear snapshot of how we all deal with our insurance matters. It is a subject which many of us don’t really understand enough.”
Douglas Melville, the Channel Islands Financial Ombudsman added: “Our role is to resolve complaints about financial services and we regularly review a variety of insurance complaints. We ensure that policyholders are fairly compensated when they experience a loss due to an error or poor service from their insurer or broker. Just like the themes arising from the many complaints we review, consumer survey results helpfully inform those responsible for regulation and public policy which can lead to enhanced consumer protection.”