Under the Consumer Protection Code, which scenarios must be treated as a complaint by an insurance intermediary?

• A. (ii) only.
• B. (iii) only.
• C. (i) and (ii) only.
• D. (i), (ii) and (iii).

Answer: (D)

Under the Consumer Protection Code, a complaint is any expression of dissatisfaction that relates to the intermediary’s conduct in handling a policy, the advice given, the service provided, or how a claim or policy issue is managed. In each scenario, the customer voices dissatisfaction connected to the intermediary’s actions or decisions about the insurance product or the service surrounding it. Because every situation involves a direct expression of discontent with how the intermediary conducted or managed the insurance matter, all three must be treated as complaints. This means the intermediary should acknowledge the concern, record it, investigate impartially, and respond within the required timeframe, with escalation if the issue isn’t resolved.