Question 1

What is Treating Customers Fairly (TCF)?

Accepted Answer

TCF is an outcomes-based regulatory approach introduced by the Financial Services Board (FSB) to ensure that financial services firms treat their customers fairly throughout the product life cycle.

Question 2

What are the six outcomes of TCF?

Accepted Answer

The six outcomes of TCF focus on culture and governance, product design, clear communication, suitable advice, performance and standards, and claims, complaints and changes.

Question 3

How does Hollard ensure the fair treatment of customers?

Accepted Answer

Hollard ensures fair treatment through its internal campaigns, governance structures, and embedding TCF principles in its culture, strategy and processes.

Question 4

What is Hollard’s vision regarding TCF?

Accepted Answer

Hollard’s vision is to go beyond basic TCF principles by building win-win relationships with policyholders and embedding the fair treatment of customers in all aspects of the business.

Question 5

How does Hollard train its staff on TCF?

Accepted Answer

Hollard trains its staff through interactive campaigns, e-learning modules and continuous reminders about the importance of TCF.

Question 6

What is Hollard’s claims philosophy?

Accepted Answer

Hollard’s claims philosophy outlines commitments to fair claims payments, principles for decisionmaking, and ensuring partners apply the same standards.

Question 7

How does Hollard handle customer complaints?

Accepted Answer

Hollard has a detailed Complaints Management Process to ensure consistent and fair handling of complaints across all business units and partners.

Question 8

What are Hollard’s claims forums?

Accepted Answer

Claims forums are groups of experts from different business areas who review claims to ensure decisions are fair and aligned with TCF principles.

Question 9

Who are Hollard’s partners?

Accepted Answer

Hollard’s partners include intermediaries such as brokers and advisors, agents, and business entities in retail, banking, and insurance sectors.

Question 10

How is Hollard expanding its presence in Africa?

Accepted Answer

Hollard is committed to expanding its footprint across several African countries, including South Africa, Mozambique, Namibia, Botswana, Ghana, Zambia and Lesotho.

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