At BSTIUA, we strive to provide our members and their clients with the highest quality of service and insurance coverage. We understand that from time to time, you may have a concern or complaint about our products, services, or staff. We take all complaints seriously and are committed to addressing them promptly and fairly.

We have established a simple and effective complaint procedure to help you resolve your concerns in a timely and efficient manner. Our complaint process is as follows:

Step 1: Contact Us

If you have a complaint, we encourage you to contact us as soon as possible. You can reach us by phone, email, or in-person at our office. Our customer service representatives will listen to your concerns and work with you to find a solution. If the issue cannot be resolved at this stage, we will escalate it to the appropriate department.

Step 2: File a Formal Complaint

If you are not satisfied with the resolution provided by our customer service representatives, you may file a formal complaint. You can do this by filling out our online complaint form, which can be found on our website or by visiting our office and completing a paper form.

Step 3: Investigation

Once we receive your formal complaint, we will initiate an investigation. We will assign a case manager who will be responsible for investigating your complaint. We will keep you informed throughout the investigation process and provide regular updates on our progress.

Step 4: Resolution

After completing our investigation, we will provide you with a response outlining our findings and proposed resolution. If we find that we have made an error, we will take steps to rectify the situation and provide you with compensation, if appropriate. If we do not find any wrongdoing on our part, we will explain our reasoning and provide you with the opportunity to appeal the decision.

Step 5: Appeal

If you are not satisfied with our proposed resolution, you can appeal the decision. You can do this by contacting us and requesting a review of your case. We will assign a different case manager to review your case and provide you with a final decision.

At BSTIUA, we are committed to providing our members with excellent customer service and resolving complaints in a fair and efficient manner. If you have any questions or concerns about our complaint procedure, please do not hesitate to contact us.