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BF&M Customer Satisfaction and Complaint Resolution
Our Commitment to Customers
At the BF&M insurance Group, we believe that complaint resolution is important, and it is incumbent upon us to respond to complaints promptly, accurately and with the utmost courtesy to our customers. BF&M will provide our customers with accessible means with which to communicate their complaint, and will employ our best efforts to respond and resolve your issue where possible. All complaints and personal information collected, whether written or oral, must be handled in a timely, professional and confidential manner. BF&M believes our clients are entitled to no less.
BF&M is committed to providing high quality service and products to assist customers in making better financial decisions. If you have any questions or concerns about our products, services or representatives, we want to make sure that these concerns are handled fairly and efficiently.
Complaint Resolution Process
BF&M has a simple complaint resolution process:
Please contact your advisor or one of the head office departments about your concern. Most problems can be resolved quickly and easily by speaking with your advisor or with a Customer Service Representative.
|
Product |
Phone |
| Personal Insurance |
Home, Boat,
Personal Effects,
Car, Bike |
441-295-5566 x1000 |
|
Life, Individual
Major Medical,
Pension Products |
441-295-5566 x2006
|
| Business Insurance |
Property & Liability |
441-295-5566 x2005 |
|
Life, Individual
Major Medical,
Pension Products |
441-295-5566 x4005 |
| Claims |
Property, Motor & Boat |
441-295-5566 x1005 |
|
All Health Life & Disability |
441-295-5566 x4002 |
| Step 2: Escalate your complaint within the business area |
If you are not satisfied with the outcome of Step 1, ask to whom you can escalate your complaint. Each business area at BF&M has a defined complaint handling process. Depending on your product or service, you will be referred to a team leader, supervisor or manager who will review your complaint with a fresh set of eyes.
| Step 3: Contact the Ombudsman's Office |
If you are still not satisfied after following the previous steps, you can contact the BF&M Ombudsman's Office:
By mail:
Ombudsman's Office
BF&M Insurance Group
PO Box 1007
Hamilton HM DX
E-mail: ombudsman@bfm.bm
The Ombudsman's Office does not review complaints that have not yet been through Steps 1 and 2, so you'll want to indicate who you've already contacted, and why you disagree with their decision.
After the Ombudsman's Office review, you'll receive a written response, except in some cases where a simple problem can be cleared up quickly and to your satisfaction over the phone. Most investigations are completed within 30 days of receiving your complaint and all supporting information. If this deadline cannot be met, we will contact you to let you know why the extra time is necessary and when you can expect a response.
The written response from the Ombudsman's Office is considered BF&M’s final position on a complaint. Unless you present any new and relevant information that was not previously reviewed, your complaint will not be reopened.
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