Complaints Policy

Purpose
At Best Doctors Insurance Limited (BDIL), as well as its affiliates/subsidiaries, value feedback from our clients and partners as a vital component of our continuous improvement. We are dedicated to conducting business with the highest standards of ethics and service quality to deliver an exceptional experience to our customers.

As part of that journey, BDIL offers its members a clear, structured process to submit complaints and receive a prompt, fair, confidential, and effective resolution, adhering to its regulatory obligations established by the Bermuda Monetary Authority (BMA) and the industry best practices.

Definition
A complaint is any expression of dissatisfaction regarding our products, services, or the actions of our staff.

Scope
The current procedure allows for the submission of complaints to ensure that concerns are addressed promptly, fairly and consistently, building trust and driving service improvements.

Our complaint handling procedure aims to:

• Efficiently manage complaints, respecting customers’ right to a prompt, effective, transparent and simple process.
• Provide clear and accurate responses and timely follow-up to complaints, along with clear information on the complaint handling process.
• Document all complaints to derive learnings and conclusions that strengthen the organization while enhancing the overall service experience for all partners.

Commitment to excellence
At BDIL, service excellence is at the core of everything we do and how we connect with our clients and partners. We are committed to handling all complaints and personal information we receive with professionalism, confidentiality, and efficiency through an approach that focuses on the following:

• Acknowledge complaints promptly
• Assign dedicated personnel and channel complaints to the appropriate department to analyze them
• Conduct an impartial investigation
• Monitor the progress of the complaint handling process
• Report periodically on the status of the case
• Provide a final assessment and communicate possible solutions based on our findings in a timely manner

How to file a complaint
BDIL aims to provide a simple and transparent complaint submission process, guided by a clear, well-documented procedure. If you are not satisfied with our service, you can submit a complaint by completing the complaint form available on our website.

What information is needed to file a complaint?
To investigate a complaint efficiently, BDIL requires the following information:

• Your personal details (name, business name, email, phone, etc.), as all formal communication will be via email or your preferred contact method
• Policy numbers or any other relevant customer reference numbers (e.g., ID codes, claim, quote, etc.)
• Complete details of the complaint, including date, events, individuals involved, and any other pertinent information
• Your preferred resolution for the complaint

Complaint handling
Once a complaint is received, BDIL’s team will acknowledge it within a 24–48-hour timeframe as part of our accountability practices. Complaints will be addressed and investigated by subject matter experts and answered within 15 days after they are received, or within 30 days if the level of complexity is higher.

Actions undertaken will be explained to the complainant along with the outcome of the investigation.

In case the resolution of the complaint can’t be provided within the established timeframe, updates will be sent, including the actions that have been taken and the new expected resolution date.

Method for appealing
In case a complainant is not satisfied with the response given to address the complaint, a new review process may be requested. If the outcome is still unsatisfactory, the complainant may request guidance on how to escalate it to the Authority.

Should you need to contact us, please go to our Feedback Portal.