Asteron Life has notified advisers that it would like to know when a customer compliant relating to the insurer is brought forward. Asteron Life has said that this presents an opportunity to improve services. Asteron Life has prepared a shareable information sheet about the steps to support clients through their complaint process.
“If a client has a complaint, we want to know about it because we see it as an opportunity to put things right and improve our service for the future.
We take complaints seriously, whether it’s about our products, services or something else. Our established complaints management process - which meets regulatory and industry code of practice obligations - ensures we put the client at the heart of everything we do. It also means we are able to acknowledge and respond to a client complaint in a timely manner.”
Since you work so closely between Asteron Life and the client, you may end up being the recipient of a complaint about Asteron Life. So our team can do everything they can to resolve it, we have put together a simple one-page guide on how you can support the client and report the complaint. The guide includes an outline of how to spot a complaint, how to deal with a complaint and who to notify at Asteron Life.
This document is not for clients, but rather an easy process for you to follow. Please feel free to share the guide with your colleagues who may also receive complaints from clients. If a client would like to know more about the complaints process they can visit the Asteron Life website or call us on 0800 737 101.”
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