Incident reporting
What is an incident?
An incident is an event which deviates from what was expected and have the potential to cause a negative impact (financial, reputational, regulatory, and operational) to Hollard, customers or key stakeholders.
We require all suppliers to notify us of an incident, or a potential incident, as soon as you become aware but no later than within 1 business day.
An incident could include:
- Failing to turn up to the customer’s property at an agreed time
- Providing incorrect information
- Suspension or loss of required professional licenses
- Failure to maintain memberships to appropriate professional bodies
- Failure to notify the customer that you are acting on our behalf
- Receipt/forwarding of incorrect documentation from/to us
- System, mechanical or staffing issues that result in errors or delays in servicing customers
- Failure to adhere to contractual and regulatory requirements, including the Code.
Complaints reporting
We at Hollard are committed to providing quality products and the highest levels of service to our customers. Sometimes things don't always go to plan and sometimes customers aren't satisfied with how their claim is progressing. As part of our commitment, we require the Service Supplier when acting on our behalf to log all customer complaints made about them or us as soon as possible, but no later than 1 business day of the customer having made the complaint, using our online Supplier Complaints Reporting Form. This will assist us in attending to the customer’s concern at the first opportunity.
What is a complaint?
A complaint is:
“An expression of dissatisfaction made to or about Hollard related to our products (our policies of insurance) our services, staff, our partners, or our complaints handling process itself, where a response or resolution is explicitly or implicitly expected or legally required.”
A customer could make a complaint for any reason but some of the common ones we’ve previously had include:
- Inappropriate and untimely site visits by the supplier
- Issues concerning the quality of workmanship, presentability and/or conduct of staff
- Absent or untimely level of communication provided to the customer
- Concerns surrounding the contents of a report provided to the customer
- Unnecessary delays in repairs or work being authorised or finalised
If you have any queries or would like to discuss further, please contact, Hollard procurement.