Aretha Duku (middle) and other members of CMAB
The Ghana Insurers Association (GIA) on Friday launched a Complaints Management and Advice Bureau (CMAB) to handle complaints from policyholders and the general public.
The bureau, according to the association, has been set up in line with GIA’s three tier complaints management and self-regulatory regimes.
Aretha Duku, President of GIA, said that CMAB would provide customers with some form of redress and advice.
She said the CMAB was established to address challenges of customers.
CMAB would promote self-regulation, which would ensure that the industry monitors its adherence to legal, ethical or safety standards, she added.
Ms Duku said it would build their confidence because their grievances would be addressed.
The insurance company must be the first port of call when a client or customer has a complaint.
When complaints are not satisfactorily resolved by the insurer, the complainant has the right to report to the association.
The regulator would be the last point of contact in a customer/client complaint episode.