|
Thrivent Financial for Lutherans members** can settle disputes using a multi-step process. The Member Dispute Resolution Program is designed to ensure members receive fair, timely and efficient airing of their complaints.
Most member complaints are handled through financial representatives with Thrivent Financial for Lutherans, customer service representatives or the Member Relations area at the home office. If you have a complaint, please fill out our Member Complaint Form and return it to Member Relations.
If normal complaint-handling activities do not resolve the complaint, in lieu of litigation, members are required to seek resolution of their disputes through the Member Dispute Resolution Program. This will involve trained mediators who will review member concerns thoroughly and qualified arbitrators who will have the authority to make final determinations.
Here is how Thrivent Financial works to resolve member grievances
Appeal
If a member remains unsatisfied after working with his or her financial representative with Thrivent Financial for Lutherans or managing partner, a customer service representative or Member Relations, the member may elect to have the facts reviewed by an internal, independent panel. During this appeal, the panel will consider all appropriate information about the case, review any new information that a member provides and make a decision.
If a member is not satisfied with the panel's decision and wants to pursue a different outcome, he or she may demand mediation.
Mediation
Mediation is the next step in Thrivent Financial's Member Dispute Resolution Program, and it can be initiated by contacting the member dispute resolution administrator at the home office. A member may select a mediator from a pool of independent, neutral professionals. Mediation may be a face-to-face meeting at a place and time reasonably convenient to the member, or it may be conducted via audioconferencing or videoconferencing. Policies and procedures of the American Arbitration Association (or another recognized organization acceptable to all parties) will direct mediation procedures. Thrivent Financial will pay for the mediation but will not pay any of the costs a member incurs as a result of the mediation (i.e., legal representation, discovery costs, compensation for time off work, travel, etc.). If the mediation does not result in an agreement, the next step is binding arbitration.
Binding arbitration
If an agreement is not achieved through mediation, the final stage is binding arbitration. An independent professional arbitration association will be responsible for arranging the logistics of the arbitration session. Impartial arbitrator(s) will conduct the arbitration session and make a final determination of the dispute, which will be binding for all participants. Thrivent Financial will pay the costs of arbitration but will not pay any member costs associated with the process, (i.e., legal representation, any witness fees, discovery costs, compensation for time off work, travel, etc.).
A report of all decisions will be made to the Thrivent Financial Board of Directors. The board will monitor the process to ensure Thrivent Financial balances the best interests of individual members with the best interests of all members.
The Member Dispute Resolution Program is the required method of resolving disputes relating to all insurance and annuity certificates and settlement options issued by Thrivent Financial other than variable life insurance, variable annuities and major medical insurance. The Program is available for resolving disputes relating to variable life insurance and variable annuity certificates. The Program is not available for disputes relating to major medical insurance certificates.
** For the purpose of this document, "member" or "membership" includes all classes of members, owners and beneficiaries of insurance certificates, or others that benefit fromThrivent Financial's services.
|