1. POLICY STATEMENT
Pacific Cross is a customer-centric Company and places paramount importance to the way it does business with the customers.
To this end, Pacific Cross places this charter as guide in handling customer transactions through e-commerce.
2. APPLICABILITY
This Customer Charter for E-Commerce applies to all transactions and purchases acquired through the Company’s website www.pacificcross.com.ph. Guidelines on this charter shall apply for both travel and medical products.
3. DEFINITION
In this document, the following definition shall apply, unless otherwise stated:
Company – refers to a licensed insurance company engaging in electronic commerce directly with consumers for the issuance of an insurance contract or to provide insurance services. lt may include licensed intermediaries as may be authorized by the insurance company to conduct electronic commerce of its insurance policies and mutual benefit association in so far as it concerns the provision of insurance coverage to its members.
Customer – an individual or entity who engages in commercial activtty for the purpose of securing insurance protection or to act as an insured or policyholder in the contract of insurance.
E-commerce – a commercial activity that involves buying, selling, or providing insurance products and services online or via the internet.
4. PRINCIPLES
A. CUSTOMER PROTECTION
The Company shall enforce standard guidelines in handling e-commerce which should be at par with the other forms of commerce, such as face to face. Transparency and customer protection shall apply, but not limited to, the following transactions:
• Policy Application
The list of information and data privacy guidelines during policy application process for e-commerce shall be consistent with the other forms of commerce available for the Company.
• Collection of payment
Prices and payment confirmation available for e-commerce shall be consistent with the other forms of commerce available for the Company. The Company shall also put in place the necessary control measures to ensure payments made through the different online payment channels available for e-commerce are safe and secured.
• Declaration of coverage and limits
The limits and coverages are consistent across the different channels and are made available and accessible to the customer during policy application and after sales through the website and other channels, as available.
• Claim and availment process
The claim and availment process are made available on the website for easy reference of the customer.
Information and documents that guides the claim and availment process include, but not limited to the
following:
1. Contact channels
2. List of accredited facilities
3. List of requirements for claim/benefit availment
4. Forms for claim/benefit availment
B. FAIR BUSINESS, ADVERTISING, AND MARKETING
The Company shall ensure that all product information, which can be the basis of the customer’s purchase decision, are available and aligned across the different marketing/advertising materials and in accordance with the fair business, advertising, and marketing practices. These information may include, but not limited to, the plan’s coverage, limits, and price. This is to ensure that purchases are made based on the customer’s interest.
This requirement shall apply, but not limited to, the following materials:
• Electronic product brochure/flyers
• Website product page
• Electronic product proposal
• Digital purchase confirmation/Electronic policy kit
• All other online and offline advertisements/marketing materials
C. COMPANY INFORMATION
Customer who made e-commerce purchases through the Company’s website shall be provided with access to the following, at the minimum:
PACIFIC CROSS INSURANCE INCORPORATION (Travel Products)
PACIFIC CROSS HEALTH CARE (Medical Products)
• Customer Communication Channels
Customers who purchased through e-commerce will be provided access to Company’s contact channels,
same as to the customers who made purchases through other forms of commerce offered by the Company.
These contact channels are, but not limited to, the following:
1. Customer Service Email: client_services@pacificcross.com.ph
2. Customer Service Hotline: +63 2 82308511
3. Customer Feedback Form: Available through the website www.pacificcross.com.ph
• Resolution of Disputes
The Company places the Customer Champion Helpdesk as the designated unit to assist the customer on any complaints or disputes about the product purchased through e-commerce. All customer complaints and disputes raised directly to the Company or through regulatory shall be coursed through and handled by the Customer Champion Helpdesk.
The Customer Champion Helpdesk is lead by the Customer Advocate who is in-charge of (1) communicating to the customer and/or regulatory, (2) representing the Company in discussion of disputes and/or mediation sessions, (3) investigating complaint, and (4) escalating the complaint to Company’s manage for decision, (5) providing updates and making the necessary coordination to the customer and/or regulatory regarding the Company’s proposed resolution of the case.
Any concern, complaint, or dispute may be raised directly to the Company through any of the Company’s contact channels, as stated on this document.
• Service of Legal process
The Company shall be made aware of any Legal concern by sending (1) the original printed Legal documents to the Company’s Head Office with address stated on this document, and/or (2) the scanned copy of the Legal documents to the Company’s Customer Service Email stated on this document.
The customer reserves the right to raise complaints and disputes through Legal process and shall be provided with the prescribed handling of Legal cases managed by the Customer Champion Helpdesk and the Company’s Legal Department.
• Company Location
The customer may reach the Company’s Head Office Monday to Friday at 8:30am to 5:30pm on the following address, which is also available on the Company’s website:
2nd Floor, 8 Rockwell Building, Hidalgo Drive,
Makati City, Metro Manila, Philippines
D. COMPANY AFFILIATIONS
Upon request, the Company should be able to provide the customer the information regarding its current affiliations and pertinent information to verify such membership. This request can be made through any of the Company’s contact channel stated on this document.
E. ACCESS TO PRODUCT INFORMATION
Information regarding the products offered through e-commerce shall be made accessible for the customer through the Company’s website.
F. TERMS AND COST OF THE PRODUCT
Information about the terms and cost of the product shall be made available for the customer through the Company’s website.
G. MODIFICATION OF PURCHASE
During the purchase process, the Company’s e-commerce platform/website will ensure that the customer
has the following:
1. Option to change, correct, modify information necessary to proceed with the purchase
2. Opportunity to provide consent/confirm intent to purchase
3. Complete and accurate record of transaction after the purchase
H. PAYMENT OPTIONS
The customer shall be provided the option to pay online. Payment channels include, but not limited to, the following:
• Credit Card
• Debit Card
• Direct Online Banking
• Bank Over the Counter
• Payment Portal (such as Dragon Pay)
The company shall ensure compliance to the prescribed standards for safety and security in handling of payment.
5. WEBSITE
www.travelportal.pacificcross.com.ph
6. LANGUAGE
All policy contract documents, marketing materials, and communication tools, including the website/e-commerce platform shall use the English language.
7. CONTRACT FORMATION
(Waiting for Legal)
8. ONLINE PRIVACY AND OTHER LAGAL REQUIREMENTS
The customer will be given the privilege to view, edit, and delete non-premium related information through the e-commerce platform, However, for information that has premium impact, the customer may request to edit and delete through the customer portal or the customer service hotline.
9. SECURITY OF PAYMENT AND PERSONAL INFORMATION
The Company shall engage with a third-party payment portal (i.e. Paynamics) in handling payments for the insurance policy. The third-party provider shall ensure adherence to safety and security standards in handling the payment.
10. COMPLAINT HANDLING AND DISPUTE
The Company established the Customer Champion Desk, dedicated solely to addressing customer concerns and/or complaints, including those arising from e- commerce business. The Customer Champion Desk will be in-charge of acknowledging the complaint, investigate and monitor the case, and communicate resolution to the customer.
Customers may escalate their concerns and/or complaints to the Customer Champion Desk through any of the Company’s contact channels.
Complaints and/or disputes escalated or coursed through the Insurance Commission or and regulatory body shall be handled by the Customer Champion Desk and/or the Company’s Legal Department and will follow protocols prescribed by the regulatory with regards to handling the case.
11. UNSOLICITED EMAIL
(Waiting for Marketing)
12. NOTICE OF CANCELLATION AND DESIGNATED BENEFICIARY
The customer may request for cancellation of the policy using customer portal or by calling our hotline. A cancellation letter will be sent to the member once policy has been cancelled in the system.
13. INTERPRETATION AND FORMATING REQUIREMENTS
Prescribed interpretation and formatting requirements by the Insurance Commission has been applied to insurance document and other communication/marketing materials.
14. LOCATION OF DATA STORAGE
The Company’s website and travel e-commerce portal, servers, and storage are at Cloud, specifically at Amazon Web Service (AWS). The travel e-commerce portal is located and stored at the Company’s Data Center located at the following address:
TOTAL INFORMATION MANAGEMENT CORPORATION
ZDRC TechnoHub Center
Purificacion Street, Brgy, Carmona,
4116 Cavite
15. COMPLIANCE
This customer charter serves as the Company’s commitment to safe and secure operations, maintenance of customer privacy, quality services and transparent product information, and provision of prompt response to inquiries and complaints.
Part of this is the Company’s internet insurance security arrangements and policy below:
INTERNET SECURITY ARRANGEMENT AND POLICY
As part of our commitment stipulated in this Customer Charter, we aim to give our clients with the highest level of confidentiality of their information as possible. We are also committed in providing safe and secure operations in the conduct of online transactions
Our Privacy and Security Policy, which can be found in our web page and a copy of which is also included here, states how we ensure the security and confidentiality of our clients' information and how we manage it carefully. This document describes the security practices governing www.pacificcross.com.ph, secure.pacificcross.com.ph and travelportal.pacificcross.com.ph supplements our Privacy and Security.
Security Arrangements and Features
We recognize that technological attacks are unlikely to be eradicated hence we strive to maintain a strong cyber defense and response mechanism. We also recognize that absolute cyber security is unlikely to be ever achieved, thus we continuously monitor and strengthen our cyber security.
How we store data?
Pacific Cross Philippines complies with the storage requirement as provided in the Data Privacy Act of 2012 and other related laws. The website www.pacificcross.com.ph, secure.pacificcross.com.ph and travelportal.pacificcross.com.ph stores all information necessary to process an insurance coverage application in a secured database.
Who has access?
Pacific Cross Philippines has designated administrators who have full access to and can authenticate the data in the system. All other personnel have limited access with designated usernames and passwords issued by the administrators, depending on their roles.
How is the data protected?
We have implemented authentication mechanisms and security features to ensure the safety of confidential information, availability and integrity of data that is processed, stored, and communicated through electronic or similar means via www.pacificcross.com.ph
Thus, information collected from the clients and other information gathered for every transaction and stored within the system are encrypted with SSL certificates.