Reasonable Care Case Study

If you do not take reasonable care insurer may reduce or refuse to pay your claim.

Prevent further loss or damage

You must do everything reasonable to prevent further loss or damage to your home or contents

I would find more information to describe the specialist terminology and the abbreviations that I will be using to document the claim is available in PDS of the policy under the definitions section. Definitions explain the words with special meanings. Apart from that I will go through the websites of the ASIC, APRA, ICA, product updates and other intranet resources of the company.

Janet can take her complaint or dispute to the dispute resolution department of the AKC Insurance and AKC will aim to resolve her complaint or dispute as quickly

The Consultant may be able to resolve the complaint for her. If not, they will refer her to, or she may request to speak to a Manager. The Consultant or Manager will attempt to respond to her complaint as soon as possible. If they require more information they will aim to respond within a specified business days of receipt of her complaint.

2. Contact Customer Relations If the Manager cannot resolve her complaint, she may request the matter be referred to Customer Relations area or she can choose to contact them by calling or writing on the address as provided in the PDS. Customer Relations will treat her complaint as a dispute and assign one of their staff members to conduct an independent review of the matter. Customer Relations will contact her with a decision usually within 15 business days of receiving dispute.

3. Seek an external review of the decision

If she is unhappy with the decision, or her complaint or dispute remains unresolved after 45 days, she may wish to seek an external review. Customer Relations will provide her with information on external review options, such as referring her to the Financial Ombudsman Service

• Set deadline with specialist and /or investigation agency as per the organisations timelines.

• Follow-up with specialist and/or investigation agency.

• Document the exact report requirement and/ or investigation required so that there is no ambiguity on the requirement resulting in to and fro of emails.

• Follow-up with specialist/ Investigator

I will listen to my client’s concerns and show empathy with my tone of voice. By paying full attention and understanding I will respond in a positive way by offering assistance.

The organisation will usually have template documents for all tasks and communications. In Helen’s case I may require following information and documents to record and organize to support the claim:

• Date, Time and location of loss

• Description of the loss or damage of the property

• List of all damaged items

• Cause of the loss or damage

• Whether the loss is within the policy coverage