Complaints Flashcards
1
Q
What is the definition of complaint?
A
An expression of dissatisfaction whether oral or written whether justified or not
2
Q
Why do people complain?
A
Financial loss
Distress
Material inconvenience
3
Q
What isn’t a complaint?
A
A discussion of underwriting terms
Claims settlement negotiation
A service provided by a broker or cover holder
4
Q
Why are complaints important?
A
Improve products and services Help recognise further training Retain customers So we can apologise Voice of customer
5
Q
Why are complaints important to me?
A
ME@QBE
Going above and beyond
Career progression
