Treating Our Customers Fairly Policy

Lutine Assurance Services is committed to treating customers fairly.

Lutine's immediate customers are the intermediaries that place business with us. Group policyholders and policyholders of the clients for whom we provide services are also ultimately customers and consequently our approach to treating customers fairly includes giving appropriate attention to their interests as well.

To ensure our continued success and profitability we will seek to treat all our customers fairly by fostering a client focused culture by adhering to the following SIX core Customer Servicing Principles, we shall

1. Act with integrity at all times

• This means we shall
  • act honestly and transparently at a personal and corporate level
  • conduct our internal and external relationships properly
  • manage conflicts of interests
  • not design or purchase any financial reinsurance products contra to regulatory requirements
  • protect client assets (including data) in our custody and control
  • award pay increases and bonuses on merit and with due regard to adherence to this policy

2. Ensure that all colleagues understand the needs of the markets we serve and are competent to perform their duties

• This means we shall
  • organise our recruitment process to select the right people
  • provide all colleagues with appropriate and targeted training
  • monitor performance and take appropriate action to maintain competence
  • support and facilitate personal development goals
  • encourage participation in market forum

3. Design our products so that they perform to the reasonable expectations of the policyholder and design our accompanying literature and documentation so that it is clear, fair and not misleading

• This means we shall
  • conduct appropriate research and development prior to launching any product
  • use plain English in our policies, proposal forms, policy summaries and point of sale literature
  • perform checks to ensure that all literature and proposal forms are consistent with the relevant policy wording
  • ensure there are no ‘unfair' terms in our policy documents

4. Deliver a consistently high level of service at all client interface levels

• This means we shall
  • promote a culture within the organisation that puts customers at the heart of what we do
  • set and maintain appropriate Customer Servicing standards
  • organise our recruitment process to select the right people
  • provide all colleagues with appropriate and targeted training
  • ensure JMAL's culture enables the achievement of TCF goals

5. Ensure that claims and complaints are handled fairly and swiftly with the appropriate degree of senior management attention

• This means we shall 
  • set and maintain appropriate claims handling standards
  • follow our complaints procedures

6. Only do business with those business partners that share our business values and commitment to treating customers fairly

• This means that we shall
  • only appoint (or re-appoint) Business Partners that share our Customer Servicing Principles

This policy is supported by the group's corporate governance framework and all group policies and procedures.