About Treating Customers Fairly
Health Shield is a Friendly Society that has built its business on fairness to members and we are firmly committed to the Financial Services Authority's "Treating Customers Fairly" initiative.
Please find below a number of examples of how we have further embedded TCF within Health Shield:
Please find below a number of examples of how we have further embedded TCF within Health Shield:
- We have a formal TCF Committee, chaired by a Non-executive Director, who reports to the Board at each quarterly meeting
- We have a TCF Staff Focus Group who ensure that any membership issues can be raised and discussed by the team at Health Shield
- The TCF Staff Focus Group also works as a standing review and further reports through to the formal TCF Committee, which has been pleased with the valuable feedback received
- We have developed 10 Conduct of Business Principles to show our commitment to TCF
- Membership Plan terms & conditions are reviewed each year to ensure continued clarity and simplicity to all our members
- We have introduced regular membership Product Development, Claims, Welcome and Leavers Surveys
- Health Shield's Complaints procedure has been reviewed to ensure that it is clear and more visible to members
- Key Performance Indicators have been established to ensure that all claims payment turnaround time can be measured
