Market Conduct: The Key to Customer Retention and The Equal Opportunity Act & You

Market Conduct – The Key to Customer Retention

This workshop is designed to provide insights to participants on the requirements for market conduct under the Insurance Act 2018 (as amended). It will offer guidance to intermediaries to ensure fair, transparent, and ethical practices in their interactions with customers which can assist greatly in customer retention.

The Equal Opportunities Act and You

This interactive workshop is designed to provide participants with knowledge of what constitutes discrimination under the Equal Opportunities Act Chap 22:03 (EOA). They will also become familiar with discrimination in employment; sexual harassment and Person with a Disability. Participants will also understand how complaints of discrimination are handled by the Equal Opportunity Commission.

Market Conduct – The Key to Customer Retention At the end of the session participants would have covered the following topic areas:

• What is Market Conduct Insurance?
• Importance of Market Conduct Insurance
• Regulatory Framework in Trinidad and Tobago
• Key Principles of Market Conduct
• Fair Treatment of Customers
• Transparency in Policy Terms
• Timely Claims Processing
• Ethical Sales Practices
• Market Conduct Challenges in Trinidad and Tobago
• Consumer Awareness
• Regulatory Enforcement
• Claims Handling Issues
• Opportunities for Improvement
• Strengthening Regulations
• Consumer Education
• Technology and Innovation
• Case Study 1: Successful Market Conduct Practices
• Case Study 2: Market Conduct Failures
• Global Best Practices
• Role of Insurers
• Role of Regulators
• Role of Consumers
• Recommendations for Insurers
• Recommendations for Regulators
• Recommendations for Consumers

  The Equal Opportunities Act and You At the end of the session participants will:

• Understand the legal framework that prohibits discrimination on certain grounds.
• Understand how a complaint of discrimination in employment may arise.
• Understand what is sexual harassment in the workplace.
• Understand the obligation to provide reasonable accommodation to PWDs.
• Understand how a complaint of discrimination can be brought to the Commission, and if brought, how it would be handled.

Market Conduct – The Key to Customer Retention Mr. Ulric Miller is certainly no stranger to the Insurance Industry and has over 45 years’ experience. More specifically, his role as a TTII lecturer and trainer has spanned a diverse range of subject areas namely Long-term Insurance Business, AML/CFT/CPF, strategic planning and Ethics. His historical roots run deeply in the TTII, as he also served as President of the Council of Trustees. Regionally, he has held the position of 1^st Vice President of the Association of Insurance Institutes of the Caribbean (AIIC). He has also served as an adept change manager with special experience in leveraging IT, possesses a highly successful track record in Customer Relationship Management, Strategic Management and Scenario Planning. His unwavering dedication to leadership and management is reflected in his service as a member on various state and private boards.   Mr. Miller holds the designation as a Fellow of the Life Management Institute which demonstrates his in-depth knowledge and expertise in the field of long-term insurance management. Among his other accolades are Certified Anti-Money Laundering Specialist (CAMS) and Associate in Insurance Regulatory Compliance (AIRC).     The Equal Opportunities Act and You Haran Ramkaransingh is the Director of the Legal Unit at the Equal Opportunity Commission, where he provides advice and guidance to the Commission and staff on the discharge of the Commission’s statutory mandate. He is a highly qualified professional holding Bachelor of Law Degree (Hons) from the University of the West Indies, a Legal Education Certificate from the Council of Legal Education and an International Master’s in Business Administration from the Lok Jack Graduate School of Business of the UWI. Among his other accolades, Mr. Ramkaransingh was a member of the Council of the Law Association of Trinidad and Tobago from 2006 to 2012 and has worked within a number of sub- committees for that association. He also published two articles on Contingency Fees and the Legal Profession of Trinidad and Tobago for the Law Association of Trinidad and Tobago.