Conflicts are most satisfactorily resolved when they are handled quickly and at the source. In circumstances comparable to this case, what might the parties do to prevent the problem from escalating?
For RBC Financial Group:
Urge clients to read all loan documentation carefully including related insurance applications or policies.
As a result of the ombudsman's recommendation, RBC Financial Group has enhanced their system so that coverage termination letters are sent to clients automatically.
For the client:
Review all loan and related documents thoroughly and get clarification on any information if is not clear.
Please note: The above case study was chosen because of the significance of the learning derived from it. It is not an attempt to duplicate the demographics of the case by issue, outcome, RBC Financial Group or any other factors.
Photograph does not depict actual customer.
