Our Code of Conduct
As a company, we are committed to treating our customers fairly and ethically in providing them exceptional customer service. Our employees and our agent partners share that responsibility and trust in our markets and business.
Principles
Our company commits itself to uphold the following principles:
- Compete fairly in our business and industry
- Conduct business with integrity and high standards of honesty and fairness
- Provide advertising and sales materials that is clear, honest, and fair
- Provide competent and customer-focused sales and service
- Treat our customers as we would expect to be treated
- Handle customer complaints and disputes fairly and promptly
- Maintain a system of supervision and monitoring to demonstrate our company's commitment to and compliance with our principles
Policies
It is the policy of our company in the sale and service of the insurance products we represent for the various insurance carriers:
Meet the needs of our customers
- The company will enter into transactions which assist customers in meeting their needs and objectives.
- The company will have guidelines designed to reasonably ensure that recommendations made by our agent partners and employees to purchase are suitable based on the relevant information obtained from customers.
- The company will maintain a process to comply with laws and regulations that are related and as required in the marketing and sale of all our partner products.
- The company will proactively seek to improve our practices and procedures for marketing and sales of our partner products as well as for improving our customer service.
- The company has adopted and will support the concepts in this Code of Professional Conduct.
- The company will take corrective action upon identifying any violations of this code.
Use qualified and trained agent partners and employees
- The company will have appropriate criteria and guidelines to ensure that our employees and agent partners are of good character and have the appropriate business qualifications.
- The company will ensure that our employees and agent partners are licensed, appointed, and meet all applicable state requirements required to solicit, market, and service our partner company's products.
- Training will be provided to our agent partners and employees to comply with the laws and regulations, with the company's procedures, and in the marketing and sale of our partner company's products as appropriate.
- Information will be provided to our agent partners and employees about our partner company's products and their features. This information will be provided through sales and training materials, marketing information, product materials, software, partner company's websites, or other appropriate means.
- The company will require our agent partners and employees, as required by Guam Law, to participate in continuing education designed to provide current knowledge regarding products, industry issues, and emerging trends.
Compete fairly
- The company will engage in fair and active competition in the marketing and sales our company partners' products. Those involved in the sales process will maintain compliance with our domiciled and resident state and federal laws fostering fair competition, maintain professionalism, and refrain from disparaging competitors.
- Where the sale of an insurance product involves a replacement, the company and our agent partners will provide customers with information they need ascertain whether a replacement is appropriate or not.
Sell fairly and use clear and accurate sales materials
- The company will uphold the advertising guidelines and sales materials as designed and provided by our company partners. They will be presented in a manner consistent with the needs of the customer.
- Sales materials are presented in a clear and understandable way in light of the complexity of our company partner's products being sold.
- The company will maintain procedures to reasonably assure that sales illustrations and any representations of our company partners' premiums, considerations, values and benefits are accurate, fair, complete, and contain appropriate disclosures.
- Any guaranteed and non-guaranteed elements are clearly identified, distinguished and explained.
Appropriately handle and monitor complaints
- The company will identify, evaluate and handle customer complaints in compliance with the applicable laws and regulations.
- The company will provide an easy accessible way for customers to communicate complaints.
- The company will maintain policies and procedures designed to reasonably assure that customer complaint information is gathered is analyzed, reviewed, and efforts are made to eliminate their root causes.
- The company has policies and procedures to reasonably assure that it makes good faith efforts resolve complaints and disputes.
Supervises and Monitor
- The company's management has established and will enforce policies and procedures reasonably designed to demonstrates the company's commitment to and compliance with this Code.
- The company's system of supervision of employees and our agent partners in relationship to our company partners' sales and marketing activities is designed to reasonably assure compliance with this Code.
- The company will train employees and our agent partners on this Code, relevant company policies and procedures, and applicable laws and regulations.
- The company will monitor sales and marketing practices of its employees and agent partners to ensure compliance with this code and applicable laws and regulations.