n7
Theory
The following characteristics of a dispute resolution process can enhance the perception of procedural justice in ODR-
Opportunity for voice-They got a chance to present their views, concerns, evidence to a third party
Third-party considered their views, concerns, and evidence
Third-party treated them in a dignified manner, the process itself was dignified.
Party perception about your even-handedness and attempt at fairness
Practice
Life insurance companies do not have institutional arbitration processes, but they use an ombudsman mechanism to resolve their disputes.
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