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[null,"Market Conduct Guideline for Insurance Registrants under the Insurance Act, 2018\nFair Treatment Self-Assessment"]
[null,"Outcomes","Principles","Benchmark","Compliant\n(Y/N)",null,"Institution's Gap Analysis/            Action Plan/ Comments","Timeline"]
[null,"5.1 Fair Treatment of Consumers","Fair Treatment culture is set by the Board and Senior Management","SMART Strategies (Strategies should identify ways of achieving the objectives and priorities, measurable targets) and tracking performance against these targets  and Business plans."]
[null,"5.1.1 Organisational Culture Of Fair Treatment",null,"Board approved policies that promote fair treatment of consumers."]
[null,"5.1.2 Monitoring of Fair Treatment",null,"Focus on consumer satisfaction in management reports to the Board, derived\nfrom the assessment of consumer surveys and performance against targets."]
[null," ",null,"Prompt addressing of issues."]
[{"$nulls":3},"Concerns and feedback are utilized in decision making."]
[{"$nulls":6}," "]
[null,"5.2 Product Suitability and Inclusiveness","Products and services\noffered are suitable\nfor the varying and\ndistinct client profiles\nand consumer\nsegment","Evidence of advice and recommendations provided by employees."]
[null,"5.2.1 Know Your Consumer",null,"Periodic reviews of consumer profiles and assessments."]
[null,"5.2.2 Communication and Disclosures",null,"Keeping consumer up to date on product facts and performance"]
[null," ",null,"Monitor changes in consumer profiles."]
[{"$nulls":6}," "]
[null,"5.3 Responsible Business Conduct","Clear and consistent\nstandard of service to consumers ","Performance factors should include client retention, continuous assessments of\nclient satisfaction, complaints, compliance records and competency assessments."]
[null,"5.3.1 Integrity in Business Conduct",null,"Consumer surveys and mystery shopping exercises to test performance with policies."]
[null,"5.3.2 Brokerages, Brokers, and Conflicts of Interest"]
[null,"5.3.3 Adjusters and Intermediaries"]
[null," "]
[{"$nulls":6}," "]
[null,"5.4 Due Care, Skill and Diligence","Competent\nrepresentatives are\nappointed who\ndemonstrate the core\nphilosophy of fairness\nand this result in\ndue care and diligence.","Training to promote ethics and fair treatment in operations."]
[null,"5.4.1 Duty to Consumers",null,"Specialized training for staff in handling claims and complaints."]
[null,"5.4.2 Policy Servicing",null,"Continuous Professional Development."]
[null,"5.4.3 Post Sale Communication",null,"Log of training material and participants."]
[null,"5.4.4 Employee Training"]
[null,"5.4.5 Market Misconduct and Fraud"]
[{"$nulls":6}," "]
[null,"5.5 Disclosure and Transparency","Consumer privacy is respected","No misleading, inaccurate statements in marketing materials."]
[null,"5.5.1 Disclosure of Information",null,"Statements and marketing material are written in simple language, and technical terms are well-explained."]
[null,"5.5.2 Contracts and Other Agreements",null,"Communication with consumers to provide status updates on an on-going basis."]
[null,"5.5.3 Advertisements and Marketing Materials"]
[null,"5.5.4 Promotional Documents and Disclosures"]
[null,"5.5.5 Quotations and Proposals "]
[{"$nulls":6}," "]
[null,"5.6 Confidentiality and Security of Consumer Information","Clear and consistent\nstandard of service to consumers","Formalised policies and training on security and safety of information."]
[null,"5.6.1, 5.6.2, 5.6.3, 5.6.4:\ndisclosure, confidentiality, security, cybersecurity",null,"Evidence of on-going monitoring and updates of IT system."]
[null,"5.6.5 Outsourcing",null,"Review and ensure capabilities of IT systems to provide requisite protections."]
[{"$nulls":3},"Periodic reviews of confidentiality agreements."]
[{"$nulls":6}," "]
[null,"5.7 Claims, Complaints Handling and Redress","Address matters\npromptly and maintain\ncommunication with\nconsumers","Analysis of complaints, time taken to complete, rationale for decisions and trends noted."]
[null,"5.7.1 Claims Handling",null,"Communication with consumers to provide status updates on an on-going basis."]
[null,"5.7.2 Complaints and Material Errors",null,"Performance factors should include client retention, continuous assessments of\nclient satisfaction, complaints, compliance records and competency assessments."]
[null,"5.7.3 Alternative Dispute Resolution Schemes (ADRS) and Consumer Redress",null,"Consumer surveys and mystery shopping exercises to test performance with\npolicies."]