Reference no: EM132896056

Jeff Noteworthy is an insured with Welcome In Insurance Co. Relax Brokers Ltd. is Jeff's broker. Welcome In is doing an audit of their broker force and contacts Jeff for feedback on his broker. Jeff responded with the following comments:

He states that Dick at the brokerage too often was not sure about how to handle a situation. For example when asked about insuring his 18 year old vehicle for collision coverage, Dick's response was that it was up to Jeff to make the choice without offering any comments.

Jeff points out also, that he found out later when reading an insurance magazine, that Dick never told him about buying Fidelity insurance for the employees in his small appliance store.

It seems to Jeff too, that Relax Brokers had a problem with their billing system, as on four occasions, invoices had errors and had to be amended.

Even though the one claim Jeff had was a bit complicated, and was finally paid, Jeff was never contacted by Dick for feedback on the rate of progress on the claim, and whether he was he satisfied with the claim settlement.

Finally Jeff points out, that he mentioned to the management at Relax brokers that his complaints were not being addressed properly by Dick.

i) What type of service did Dick and Relax Brokers provide to their client Jeff? Explain your answer.

ii) How should Dick handle his client Jeff complaints.