Customer Resources

CUSTOMER INFORMATION

How to Make a Complaint

We are committed to handling complaints promptly, fairly and respectfully.

Our commitment

McNaire Underwriters, LLC and its affiliates are committed to responding to customer issues, disputes and complaints promptly, fairly and accurately. We will make every reasonable effort to investigate each complaint objectively and reach an appropriate resolution. There is no charge for making a complaint.

What is a complaint?

A complaint is an expression of dissatisfaction relating to our products, services or complaint-handling process where a response or resolution is explicitly or implicitly expected.

Complaints may concern McNaire Underwriters, one of our business partners or an employee. We accept complaints by email, mail or telephone and give each method the same level of consideration.

How to contact us

Email is generally the fastest way to submit a complaint, but you may use any of the following methods:

Information to include

Please provide as much of the following information as you can. We will not reject a complaint solely because some information is unavailable when you first contact us.

• Your contact details. Your name, the legal name of your business, email address and daytime telephone number.
• Your relationship with us. Please indicate whether you are an applicant, current customer, former customer or another interested party.
• Your McNaire contact. The name of the underwriter or other McNaire Underwriters representative you have been working with, if known.
• Details of your complaint. Relevant dates, policy or reference numbers, a description of what happened, supporting documents and the outcome you are seeking.

What happens after we receive your complaint?

We will acknowledge your complaint promptly and conduct an initial review. The Compliance Officer or an appropriately independent representative may contact you for additional information or supporting documentation.

We will endeavor to resolve your complaint within 14 business days of receipt. If our review takes longer, we will explain the reason for the delay, describe any outstanding work and provide an expected response date.

When our review is complete, we will provide a written response summarizing the complaint, our findings and the resolution. The response will also explain any available reconsideration or external escalation rights that apply.

Your rights during the process

• Status updates. You may request an update at any time by emailing [email protected]. We will normally respond to a status enquiry within 48-72 hours.
• Assistance. If you need help formulating or submitting a complaint, please contact the Compliance Officer using the details above. We will make reasonable adjustments to help you access the complaint process.
• Further information. You may provide additional relevant information at any time before the final response is issued.
• Reconsideration. If you are dissatisfied with our response, you may request reconsideration by the Compliance Officer. Please submit the request in writing by email or mail using the contact details above. Where practicable, a person who was not responsible for the original decision will conduct the reconsideration.

Privacy and continuous improvement

We protect personally identifiable information and non-public information from unauthorized disclosure and use it only for legitimate complaint-handling, reporting and regulatory purposes. Complaint records are retained for at least five years, or longer where required.

We review complaint information to identify recurring issues and opportunities to improve our products, services, communications and processes.