This is the Consumer Assistance Management System and Internal Redress Mechanism Policy of ST. PETER LIFE PLAN, INC. We commit to complying with applicable consumer protection and e-commerce laws and implementing a clear, effective, and responsive internal redress mechanism to promptly address and resolve consumer concerns, complaints and disputes.
To help us handle your request quickly, please include your full name, contact number, email, Life Plan details (if applicable), invoice/transaction number, date of transaction and a clear description of the question, concern or feedback.
Customers and planholders may file complaints via any official channel listed above. When filing a complaint, give a detailed description and relevant transaction/reference details so we can investigate promptly.
All complaints will be acknowledged within 24 hours. The initial response will confirm receipt and outline next steps in the resolution process.
Basic inquiries or clarifications will be resolved immediately by Customer Service where possible. All contacts will be logged for tracking.
Depending on complexity, escalated matters should be resolved within 7–14 days from the date of escalation.
Each complaint is reviewed and validated. Resolutions — depending on findings — may include one or more of the following:
Resolutions will generally be provided within 7 to 14 days (or earlier) from acknowledgement, dependent on complexity.
After a resolution is provided, Customer Service will confirm with the customer whether the issue has been satisfactorily resolved. The complaint record, actions taken and final status will be documented. Customer Service may contact the customer to confirm resolution, close the complaint, and optionally request feedback.
If the customer is not satisfied with our resolution, they may escalate to relevant consumer protection agencies, for example:
This Consumer Assistance Management System and Internal Redress Mechanism is aligned with applicable laws and regulatory guidance and demonstrates St. Peter Life Plan, Inc.'s commitment to fair, transparent and accountable consumer protection practices.
This Consumer Assistance Management System and Internal Redress Mechanism is aligned with the requirements of the ITA and its Implementing Rules and Regulations and Republic Act No. 11765 and Insurance Commission Memorandum Circular 2023-01, and is established in accordance with consumer protection principles and other applicable laws and regulations related to consumer protection for financial products and services and to e-commerce. It also serves as a demonstration of our responsibility as a digital market participant in promoting trust, accountability, and safety in the online marketplace.