Treating Customers Fairly

Treating Customers Fairly



TCF is an outcome based regulatory an supervisory based approach designed to ensure that specific, articulated fairness outcomes for insurance service consumers are delivered by firms or Insurance companies .The Insurance Companies are expected to demonstrate that they deliver the six TCF outcomes to their customers throughout the product life cycle, from product design and promotion, advice and servicing, complaints and claim handling an throughout the product value chain.


  • Understand the aim of TCF
  • Understand how TCF is reflected in structure and processes
  • Apply the 6 TCF in delivering fairness to customers
  • Apply the seven steps to customer satisfaction


 Understanding TCF

  • Why TCF
  • The key principles
  • TCF reflected into organizational Structure and processes
  • What is TCF
  • What TCF is not

 6 TCF outcomes

  • Culture
  • Products and services
  • Appropriate information
  • Consumer advice
  • Product performance
  • Post-sale barriers

 Customer satisfaction

  • Why customer satisfaction is important.
  • Customer satisfaction in 7 steps
  • Challenges in satisfying customer


  • People working in front office
  • Supervisors
  • Managers
  • All Other Staff Handling Customers

Cost: 25,000.00


How to apply

All candidates must follow the application steps where they provide their details and select units. An invoice will be sent to the email address of the applicant with payment instructions.

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