Corporate - About Treating Customers Fairly

Health Shield is a Friendly Society and 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:

• 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 Commitee, 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 and Welcome 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