MAPFRE MSV Life p.l.c. (MMSV) has launched an updated version of its Treating Customers Fairly Charter.
The Charter outlines MMSV’s key commitments when dealing with its customers as well a number of service level commitments. The Charter also explains how MMSV deals with customer privacy, proposal and application forms, claims and complaints.
Insurance Regulators in Europe are encouraging insurance companies to take steps to make the fair treatment of customers central to their behaviour.
David G. Curmi, CEO of MMSV stated, “we fully embrace the principles of treating customers fairly. The practice is central to our philosophy. We are in the business of helping people have happy and secure futures and we therefore need to earn the lifetime loyalty of our customers. Our average customer relationship is between 15 and 20 years, we would not be able to achieve that if we did not provide an exceptional level of service to our over 80,000 customers. We want to ensure that all our existing and future customers know in advance where they stand when they do business with our company and the level of service they should expect from us.”
Mr. Curmi added, “our Charter will ensure tangible improved outcomes to all our consumers. In our Charter, we undertake to provide value for money protection, savings, investment and retirement solutions that meet the needs of our customers and to provide high standards of service in order that we may be in a position to deliver a positive experience throughout a customer’s relationship with us. Suffice to mention that we are now in a position to issue 60% of policies on the same day that the proposal from or application is received by us whilst we will be aiming to deliver all other service commitments within 5 working days.”
Mr. Curmi concluded, “we are reaping the benefits of our continuous investment in the latest technology in our business and in the implementation of digital solutions. Going forward, we will maintain strong focus on our customers by regularly assessing and reviewing our business processes and operations in order to uplift our service to our customers. Our strength in the market derives not only from our strong financial credentials but also from the very responsible manner in which we manage and conduct our business. Likewise, our success and reputation depends not only on our products and service, but also on being an honest, trustworthy, ethical and dependable insurance company. Our new Treating Customers Fairly Charter is an attestation that we are strongly committed to treating its customers fairly in all aspects of our business.”
A copy of the MMSV Treating Customers Fairly Charter can be downloaded from the MMSV Website www.msvlife.com
MAPFRE MSV Life p.l.c. (C-15722) is authorised by the Malta Financial Services Authority (MFSA) to carry on long-term business under the Insurance Business Act, Cap 403 of the Laws of Malta. MAPFRE MSV Life p.l.c. is regulated by the MFSA.
Contact Persons:
Mr. David G. Curmi – Chief Executive Officer
T: 2590 9223
Mr. Michael Galea – Chief Officer Business Development
T: 2590 9356
MAPFRE MSV Life p.l.c.
The Mall
Triq il-Mall
Floriana FRN1470
Malta
T: 2590 9000
MAPFRE MSV Life p.l.c. tniedi Karta dwar it-trattament tal-klijent b’mod gust (Treating Customers Fairly Charter)
MAPFRE MSV Life p.l.c. (MMSV) ghadha kif ippublikat verżjoni aġġornata ta’ Karta dwar it-trattament tal-klijent b’mod gust.
Il-Karta telenka l-impenji ewlenin ta’ l-MMSV meta tittratta mal-klijenti tagħha kif ukoll numru ta’ impenji fuq livell ta’ servizz. Il-Karta tispjega wkoll kif l-MMSV tittratta l-privatezza tal-klijent, il-proposti u l-formoli tal-applikazzjoni, talbiet (claims) u ilmenti.
Ir-Regolaturi tal-Assigurazzjoni fl-Ewropa qed iħeġġu lill-kumpaniji tal-assigurazzjoni biex jieħdu passi biex it-trattament ġust tal-klijenti jkun ċentrali għall-imġieba tagħhom.
David G. Curmi, CEO ta’ l-MMSV qal, “aħna nħaddnu bis-sħiħ il-prinċipji tat-trattament tal-klijenti b’mod ġust. Il-prattika hija ċentrali għall-filosofija tagħna. Ix-xogħol tagħna hu li ngħinu lin-nies ikollhom futur tajjeb u sikur u għalhekk għandna bżonn niksbu l-lealtà tal-klijenti tagħna tul ħajjithom. Ir-relazzjoni medja tagħna mal-klijent hija ta’ bejn 15 u 20 sena. Ma nkunux nistgħu niksbu dan jekk ma nipprovdux livell eċċezzjonali ta ‘servizz lil aktar minn 80,000 klijent tagħna. Irridu niżguraw li l-klijenti eżistenti u futuri kollha tagħna jkunu jafu minn qabel fejn jinsabu meta jagħmlu negozju mal-kumpanija tagħna u l-livell ta ‘servizz li għandhom jistennew minna.”
Is-sur Curmi kompla jgħid, “il-Karta tagħna tiżgura riżultati mtejba tanġibbli għall-konsumaturi kollha tagħna. Fil-Karta tagħna, aħna nintrabtu li nipprovdu valur għall-protezzjoni tal-flus, tfaddil, investiment u soluzzjonijiet ta ‘rtirar li jissodisfaw il-ħtiġijiet tal-klijenti tagħna u li nipprovdu standards għoljin ta’ servizz sabiex inkunu f’pożizzjoni li nwasslu esperjenza pożittiva matul iz-zmien kollu li l-klijent ikollu. relazzjoni magħna. Biżżejjed insemmu li issa ninsabu f’pożizzjoni li noħorġu 60% tal-poloz fl-istess ġurnata li nirċievu l-formola tal-proposta jew l-applikazzjoni waqt li se nkunu qed nimmiraw li nwasslu l-impenji l-oħra kollha tas-servizz fi żmien 5 ijiem ta ‘xogħol.”
Is-sur Curmi ikkonkluda, “qed naħsdu l-benefiċċji tal-investiment kontinwu tagħna fl-aħħar teknoloġija fin-negozju tagħna u fl-implimentazzjoni ta ‘soluzzjonijiet diġitali. Meta nharsu ‘l quddiem, aħna se nżommu enfasi qawwija fuq il-klijenti tagħna billi regolarment nivvalutaw u nirrevedu l-proċessi u l-operazzjonijiet tan-negozju tagħna sabiex inkomplu intejbu s-servizz lill-klijenti tagħna. Is-saħħa tagħna fis-suq ġejja mhux biss mill-kredenzjali finanzjarji qawwija tagħna iżda wkoll mill-mod responsabbli ħafna li bih nimmaniġġjaw u nwettqu n-negozju tagħna. Bl-istess mod, is-suċċess u r-reputazzjoni tagħna jiddependu mhux biss fuq il-prodotti u s-servizz tagħna, iżda wkoll fuq li nkunu kumpanija tal-assigurazzjoni onesta, affidabbli, etika u li wieħed jista ‘jiddependi fuqha. Il-Karta l-ġdida tagħna dwar it-trattament tal-Klijent b’mod Ġust turi kemm aħna impenjati bis-sħiħ li nittrattaw lill-klijenti tagħna b’mod ġust fl-aspetti kollha tan-negozju tagħna.”
Kopja tal-MMSV Treating Customers Fairly Charter tista ‘titniżżel mill-websajt tal-MMSV www.mapfre.com
MAPFRE MSV Life p.l.c (C-15722) hija awtorizzata mill-Awtorità għas-Servizzi Finanzjarji ta’ Malta (MFSA) biex tmexxi negozju tal-assigurazzjoni fit-tul taħt l-Att dwar il-Kummerċ tal- Assigurazzjoni, Kap 403 tal- Liġijiet ta’ Malta. MAPFRE MSV Life p.l.c. hija regolata mill-MFSA.
