Brokers can gain important insights on the insurance industry’s complaints handling obligations at a free webinar later this month.

The joint Insurance News and Guidewire session focuses on the Australian Securities and Investments Commission’s Regulatory Guide 271 on internal dispute resolution, plus General Insurance Code of Practice rules.

“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.

“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.”

The webinar, from 10am on November 25, is titled Decoding Compliance: The Future of Insurance Customer Care.

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.