Commitment

Envision Customer Service Charter:
Our charter highlights our commitment to bring the highest standard of service to your customers, ensuring consistency and fairness in service delivery through the channels we operate in.

Treating Customers Fairly:

The Treating Customers Fairly (“TCF”) Act, developed by the Financial Services Board, requires that regulated firms have an entrenched and measurable fair treatment of their customers. As a result Envision developed a Customer Services Charter that is aligned to the 6 Outcomes of the TCF and are summarised below:

  1. We will provide customers with fair treatment, this will be embedded in our company culture
  2. We will design and market insurance products that meet customers’ needs
  3. Customers will be provided with clear information and be constantly updated through the product lifecycle
  4. We will provide suitable advice which considers the customers circumstances
  5. We will offer products customer can rely upon and be assured of customer service delivering of what the customer expects
  6. Our customers will not face unreasonable barriers when they want to submit a claim or compliant

Our Commitment to Our Partners:

  • We will provide prompt, friendly, courteous, efficient and relevant customer service
  • We will constantly aim to innovate and identify new technologies
  • We will ensure all relevant information is provided so that an informed decision can be made.
  • We will ensure that your customers are not sold something that they do not need
  • We will build long lasting relationships with your customers
  • We will actively seek feedback on services rendered to ensure that your customers’ needs are met

So what can you expect from us?

  • We will always act with honesty and integrity
  • We will always treat you and your customers with respect and welcome your feedback on our services, our processes and our people
  • We will carefully listen to what you and your customers have to say to ensure we can determine the most appropriate way to address your needs
  • We will provide customers with clear, accurate and timely information on a regular basis
  • We will treat customers personal information with confidentiality and respect
  • We will conduct regular customer satisfaction surveys

Through a service level agreement with our partners we ensure that you, the customer, will receive a high level of customer service.