Key factors that determine our philosophy of treating customers fairly are as follows:

---

• The client can be confident that they are dealing with a Company which holds the fair treatment of our customers as the Highest Priority.
• Products and services marketed and sold to our customers are designed to meet the individual needs of our customers.
• Our customers are provided with clear and concise information and are kept appropriately informed before, during and after the Policy has been sold to them.
• Where we offer advice to our customers, the advice is based solely on their individual needs and circumstances at all times.
• Our Clients are provided with products that perform as we have led the customer to expect, and we will continuously strive to provide service levels that not only meet but exceed our client’s expectations.
• Customers will not face unreasonable post-sale barriers imposed to change products, switch providers, submit a claim or make a complaint.
• Any complaints or grievances received from a client will be handled in a sympathetic, positive and professional manner at all times. 
• Our customer’s feedback is important to us. We want to know whether their experience with us lives up to their expectations.