Industry experts will address a free webinar examining the “dual demands” imposed by the insurance code and the corporate regulator when it comes to complaint handling.

The session – Decoding Compliance: The Future of Insurance Customer Care – focuses on General Insurance Code of Practice obligations and the Australian Securities and Investments Commission’s Regulatory Guide 271 on internal dispute resolution.

“Non-compliance with [the code] and RG 271 carries serious consequences, including substantial fines, reputational damage and operational disruptions,” said webinar speaker James Couzens, senior director of product management at cloud platform Guidewire.

“In our experience, successful insurance organisations need to transform their compliance obligations into strategic advantages.

“During this webinar, we’ll share our practical insights on how to build robust customer-centric frameworks that not only meet regulatory requirements but also leverage compliance data to identify risk signals.

“Drawing from our hands-on experience, we’ll show you how to turn potential compliance challenges into opportunities for better customer care and risk management.”

Guidewire sponsors the November 25 webinar, which is hosted by Insurance News.

Mr Couzens will speak alongside Hollard Insurance COO Paige Vincent and Guidewire VP of customer success and professional services for Asia-Pacific Carol-Ann Gough. Insurance News editor-in-chief John Deex will moderate the session.

Topics include: systemic issue identification – analysing data and addressing root causes; systemising for oversight via integrated solutions on complaint capture, support for vulnerable customers and real-time risk monitoring; qualitative versus quantitative compliance – going beyond basic time frame obligations; and complaint definition and capture, including recognising the definition of “complaint” under RG 271, which encompasses negative comments on social media. 

Register here.