When Jilly has a complaint about her insurance broker, who must she initially contact?

When Jilly has a complaint about her insurance broker, the appropriate first step is to contact her insurance broker directly. This approach aligns with the principle of resolving issues at the source. The broker is responsible for providing services and addressing client concerns, and initiating communication with them allows for an opportunity to resolve any misunderstandings or issues amicably. Often, brokers have established procedures for handling complaints, and they may be able to clarify misunderstandings or rectify errors promptly.

Reaching out to the broker first embodies good practice in complaints handling, as it encourages direct dialogue and feedback. If the issue cannot be resolved at this level, Jilly may then consider escalating her complaint through the other channels, such as contacting the insurance company or reaching out to a regulatory body if necessary.