American Land Title Association
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North American Title Insurance Company is a seasoned title insurance underwriter that has been helping customers achieve the American dream of homeownership for more than 50 years. In the past several years, we have become known as the “underwriter next door,� because our associates are always easy to reach and our processes are, at all times, quick and straightforward. Our agency application process is fast and transparent for qualified agents. NATIC offers a one-hour underwriting response guarantee that is unparallelled in our industry. In addition, we value our agents based on their title industry knowledge and experience, not just on profits alone.

Best Practices

Procedures for Resolving Consumer Complaints

June 27, 2013

A written complaint handling policy is a good way to ensure that complaints are taken seriously and dealt with appropriately and consistently. A component of ALTA’s “Title Insurance and Settlement Company Best Practices” encourages members to adopt and maintain procedures for resolving consumer complaints.

A process for receiving and addressing consumer complaints is important to ensure that any instances of poor service or non-compliance do not go undiscovered. Procedures to meet this best practice include:

  • Consumer complaint intake, documentation and tracking
    • Standard procedures for logging and resolving consumer complaints ensure that consumers provide the company with sufficient information to understand the nature and scope of the complaint
      • Develop a standard consumer complaint form that identifies information that connects the complaint to a specific transaction
      • Set a single point of contact for consumer complaints
      • Establish procedures for forwarding complaints to appropriate personnel
      • Maintain a log of consumer complaints that includes whether and how the complaint was resolved
ALTA members should make it easy for customers to contact the company by ensuring contact information—whether it’s a phone number or email address—can easily be found on the company website.

As a suggestion, ALTA members can use the Better Business Bureau (BBB) Code of Business Practices as a guide to developing a consumer complaint process. A portion of the BBB code advises companies to handle consumer complaints by being responsive and addressing marketplace disputes quickly, professionally and in good-faith. To be accredited by the BBB, a business must affirm that it meets and will abide by the standards.

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How To Find Us:
American Land Title Association
1800 M Street, NW, Suite 300S
Washington, D.C. 20036-5828
P. 202.296.3671 F. 202.223.5843
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