Driving Forward With Integrity

We believe in embracing regulation designed to protect the customer and going beyond what is required. Staff training is essential in ensuring these high standards are met so all staff undergo regular training and assessments utilising both in-house and external training resources.

G&M International is a division of General & Medical Finance Ltd which is authorised and regulated by the Financial Conduct Authority in the UK. General & Medical Insurance Ltd is authorised and regulated by the Guernsey Financial Services Commission in Guernsey.

Treating Customers Fairly (TCF)

The Financial Conduct Authority’s Treating Customer Fairly initiative aims to raise standards and confidence in the Financial Services industry so TCF is embedded in our healthcare business activities to ensure that all our dealings with customers are clear, fair and not misleading. In doing so, we ensure these outcomes for customers:

Customers can be confident that the fair treatment of customers is central to our corporate culture.

Our products and services are designed to meet their needs and are targeted accordingly.

They are provided with clear information and kept appropriately informed before, during and after the point of sale.

Where customers receive advice, the advice is suitable and takes account of their circumstances.

They are provided with products and services that perform as we have led them to expect.

They do not face unreasonable post-sale barriers to change a product, switch provider, submit a claim or make a complaint.

Managing Risks

We believe that an open approach to Compliance risks is a central element of risk management.

Training and Competence systems are focussed on ensuring that customer contact staff have the necessary training and tools to operate in a demanding arena.

All staff are encouraged to highlight any perceived risks and, on a continually rolling basis, we regularly audit our insurance activities in terms of our:

• Administration procedures
• Our dealings with customers
• Sales Activities
• How we deal with complaints
• Claims Administration
• Marketing and point of sale initiatives
• Internet Presence
• Product Suitability

We are continuing to refine and improve our approach to Compliance risks to ensure efficient identification, analysis, assessment and control.