... on conduct in the insurance market, it generally cannot handle complaints that do not involve matters of conduct (see in particular, question 6 on claims-related disputes and question 7 of commercial disputes). (2) How does the IA handle and make decisions on complaints regarding...

... 2) An authorized insurer should provide policyholders with clear guidance on what information needs to be submitted when making a claim  Insurers should provide clear guidance to policyholders on what information needs to be submitted when making a claim under an insurance policy...