What is a complaint?

A complaint is any written communication where there is an expression of dissatisfaction with an insurance product or service. In seeking to protect the policyholders’ interests, as per a notification, a ‘complaint’ or a ‘grievance’ at Paul T. Murphy Insurance Agency will be taken as a verbal or written expression (even in electronic format) of dissatisfaction or discontent made by the policyholder or complainant against Paul T. Murphy Insurance Agency about an action, or lack of action, relating to the standard of service provided or deficiency in the quality of service provided. N.B. Steps [ 6 through 9 ] to
be carried out by the applicable Managing Agent under Agreement Number ONEST2546156 Sub-section 6.1.

1. Thank the customer for complaining. A complaint is a gift. Consider yourself lucky that the customer is prepared to give up their time to let you know they have a problem, instead of just walking away.
2. Say that you are sorry that the problem has happened. This is not an admission of guilt on your part, it’s good manners.
3. Put yourself in your customer’s shoes. You will have more empathy with the customer, and you should find a solution more quickly.
4. Start with the view that the customer has a valid point. Accepting that the customer may well have a point should trigger ideas for an acceptable resolution.
5. Get the facts first. Letting the customer give you all the information helps you fully understand the situation and, if they are emotional, will give them time to calm down.
6. [ Correct the mistake. Don’t leap straight into giving them something. While it’s very tempting to give the customer a gift, or vouchers, too often it is done instead of solving the problem. This can lead to more complaints about the same thing in the future because the root cause of the problem hasn’t been fixed. Make sure that your definition of the right fix is the same as the customer’s.
7. Learn from every complaint. Wherever possible let the complaining customer know that they have helped you resolve a problem.
8. Minimise reasons for complaints. Strive for a culture of continuous improvement. Check customer (and employee) satisfaction regularly?
9. Always respond within 24 /48 hours. Make sure that everyone who complains gets a rapid and appropriate response. ]
10. Listen to your staff. They are much closer to the customers than you are. Ask them for their views regularly and make changes when they are sensible. Make sure their complaints are handled too.
11. Lead by example. Make sure you always set a good example to staff and make complaints your personal priority. Reward good complaints handling. Paul Murphy (President) will be responsible for dealing with the clients complaints.
12. Log all complaints in a online secure portal as well as saving a hard copy in the office.
13. Training. Training on the complaints procedure and protocol will be given to all employees.

This addendum dated 15th June 2025 is to be added to the Paul T. Murphy Insurance Agency Complaints Handling Policy and Approach dated 2nd February 2025.

Complaints Policy applying to the Lloyd’s facility:

USA Policyholders Complaints Handling Procedures:

(no authority to handle complaints)

1. Other than as set out in the sections below, the Coverholder does not have authority to handle complaints against Underwriters.
2. The Coverholder shall, in accordance with section 3 of the schedule, send to the Underwriters details of all complaints received by the Coverholder together with all documents relevant to the complaint. For these purposes, a complaint means any written communication where there is an expression of dissatisfaction with an insurance product or service. Complaints may be received directly from a complainant (“Direct Complaints”) or through a state Department of Insurance (or equivalent agency) (“DOI Complaints”).
3. The details and relevant documents referred to in section 2 shall be sent to the Underwriters no later than the end of the next business day after the day that the complaint is received.
4. Thereafter, the Coverholder shall continue to provide promptly to the Underwriters any further details or documents received relevant to the complaint.
5. The Coverholder shall maintain a register of all complaints received and shall provide a copy of the same to the Underwriters upon request.

Policyholder Rights to Blenheim Syndicate

If a Policyholder is dissatisfied with Paul T. Murphy Insurance Agency (PTM), they have the right to send their complaint in the first instance to Blenheim Syndicate (via Blenheim White Bear). PTM shall ensure that all Policyholders are informed of this right at the time of complaint acknowledgment, including providing the correct contact details and any necessary reference numbers to facilitate a seamless process.

Paul T. Murphy Insurance Agency and Lloyd’s of London Compliant Definitions

• Complaint: Any written communication (including electronic correspondence) that expresses dissatisfaction with an insurance product or service, whether received directly from the Policyholder or via a regulatory body (a state Department of Insurance).
• Eligible Insured Complainant: A Policyholder, claimant, or beneficiary of an insurance policy underwritten at Lloyd’s, or any third party directly affected by the service provided, who submits a formal complaint regarding the handling or outcome of their insurance matter.

Staff Training Requirements

• Frequency: Annual mandatory training for all staff, with quarterly refreshers for frontline complaint handlers.
• Content(s): Training must cover:
  • Lloyd’s complaints framework and PTM’s internal procedures.
  • Protocols for insureds to Blenheim White Bear/Lloyd’s.
  • Documentation and logging requirements.

Complaint Identification & Escalation Protocols

• Staff Obligations: All employees must:
  1. Identify complaints (written or verbal) and log them immediately in the secure portal.
  2. Escalate internally to a designated complaints officer within 24 hours.
  3. Forward to Lloyd’s (via Blenheim White Bear) by the next business day if the complaint relates to Lloyd’s-underwritten policies.
• Regulatory Liaison: DOI complaints must be flagged to Lloyd’s within 24 hours with all supporting documents.