Complaints Handling Policy

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Complaints Handling Policy

1. Introduction

At Nebula MGA , we are committed to providing the highest level of service to our customers. We understand that, at times, issues may arise, and our customers may wish to raise concerns or complaints. This Complaints Handling Policy outlines our commitment to addressing and resolving customer complaints promptly, fairly, and efficiently.

 

2. Principles of Complaint Handling

2.1. Fairness

- We treat all complaints impartially and fairly.

- Our aim is to resolve complaints in a manner that is equitable to both the customer and the company.

2.2. Accessibility

- We provide multiple channels for customers to submit complaints.

- Our complaints process is easily accessible to all customers.

2.3. Timeliness

- We are committed to resolving complaints in a timely manner.

- Specific timeframes for complaint acknowledgment, holding letters, final responses, and providing referral rights are outlined below.

2.4. Transparency

- We maintain open and transparent communication with customers throughout the complaint resolution process.

- Detailed explanations of our findings and resolutions are provided to the customer.

3. How to complain:

If you are unhappy with any aspect of the handling of your insurance, we would ask you to contact the department concerned in the first instance. If you remain unhappy or feel the matter has not been resolved to your satisfaction, you may refer a complaint to us at any time in one of the following formats:

By telephone: +1 (786) 247-9092

By email: complaints@nebulamga.com 

In writing at: 1 Alhambra Plaza, Suite PH, Coral Gables, Florida 33134

4. Complaint Timeframes

To ensure prompt resolution of complaints, we have established the following timeframes:

4.1. Acknowledgment

- We will acknowledge receipt of a customer's complaint within 5 business days of receiving it.

- The acknowledgment will include a reference number for the complaint.

4.2. Holding Letter

- If we are unable to resolve the complaint within 90 business daysof acknowledgment, we will send a holding letter.

- The holding letter will provide an update on the progress of the investigation and an estimated resolution timeframe.

- We will aim to provide a holding letter within 10 additional business days.

4.3. Final Response

- We will provide a final response to the customer within 120 business days of acknowledgment.

- The final response will include a detailed explanation of the investigation findings and our proposed resolution.

- If the customer remains dissatisfied, the letter will include information on escalating the complaint to the Florida Department of Financial Services or an equivalent external dispute resolution scheme.

4.4. Providing the Florida Department of Financial Services or Equivalent Referral Rights

- If the customer is not satisfied with our final response, they will be informed of their right to escalate the complaint to the Florida Department of Financial Services or an equivalent external dispute resolution scheme.

You can file your complaint by calling the Insurance Consumer Helpline at 1-877-MY-FL-CFO (693-5236) or do so online at MyFloridaCFO.com 

https://apps.fldfs.com/ESERVICE/Default.aspx 

5. Management Information (MI) and Root Cause Analysis

5.1. MI Produced and Frequency of Reviews

- We will produce MI reports on a regular basis to monitor and analyze complaint trends.

- MI reports will be reviewed to identify areas for improvement.

5.2. Root Cause Analysis

- For significant complaints, we will conduct a root cause analysis to identify the underlying issues.

- The results of these analyses will be used to make necessary process improvements.

6. Capture Breaches and Reporting to Senior Management

6.1. Capture Breaches

- Any breaches related to complaints handling, including failure to meet timeframes, will be captured and documented.

6.2. Reporting to Senior Management

- All capture breaches related to complaints will be reported to senior management, along with actions taken to rectify them.

7. Training and Continuous Improvement

We will provide training to our employees on complaint handling procedures and the importance of adhering to the outlined timeframes. We are committed to continuous improvement in our complaint handling processes to ensure effectiveness and customer satisfaction.

7. Review of Policy

This Complaints Handling Policy will be reviewed annually to ensure its continued relevance and effectiveness in addressing customer complaints.