Handle complaints from policyholders, beneficiaries and intermediaries in one tool: claims, settlements, policies and premiums, with controlled deadlines and full traceability.
Request a demoContact usIn insurance, complaints often come at the most sensitive moment for the policyholder: after a loss, a denied claim or a premium increase.
Settlement times, amount paid, disputed assessments, denied coverage: these complaints require rigorous investigation.
Cancellation, endorsements, payment schedules, premium debits, missing certificates: frequent requests to handle quickly and accurately.
Agents, brokers, bancassurance: a complaint may start with an intermediary and must reach the insurer without losing information.
Insurers must be able to demonstrate how each complaint was handled and how quickly they responded.
Unresolved cases may go to mediation: every exchange must be documented.
Identify the coverages, products or processes that generate the most complaints and fix them for good.
A set of complaint reasons organized by line of business and by stage of the policy life cycle.
Quotes, health questionnaire, special conditions, refusal to insure, extra premium, coverage exclusions.
Endorsements, change of vehicle or address, certificates, green card, cancellation, automatic renewal.
Premium notice, payment schedule, increase, rejected debit, refund of unearned premium, formal notice.
First notice of loss, handling time, assessment or second assessment, deductible, liability, denied claim.
Amount offered, settlement time, depreciation, subrogation against the third party, approved garage, health expense reimbursement.
Agent or broker advice, bancassurance, welcome, contact center availability.
A solution that follows the policyholder's complaint from filing to final answer, whatever the channel or intermediary.
Branch, broker, contact center, customer portal, e-mail, mail: one entry point for every complaint.
Learn more →Motor, home, health, protection, life, commercial: a classification that routes each case to the right department.
Learn more →Acknowledgement, response times and escalations configured by severity and line of business.
Learn more →The case is shared between handlers, loss adjusters, legal and the network, with a full history.
Learn more →Volumes, reasons, response times and rate of justified complaints by product and intermediary.
Learn more →NPS and satisfaction surveys after handling to reduce cancellations.
Learn more →Automate the production of replies and secure the documents in every case.
Produce reply, decision and settlement offer letters from approved templates.
Learn more →Distribute complaints automatically by line of business, intermediary or amount at stake.
Learn more →Configure your circuits: handler, loss adjuster, legal, technical management, mediation.
Learn more →Have settlement agreements and compensation offers signed electronically.
Learn more →Keep accident reports, assessment reports, invoices and policies in the complaint file.
Learn more →Keep policyholders informed at any time about their complaint status or missing documents.
Learn more →A policyholder disputes the compensation offered after a car accident.
The policyholder visits their agent; the complaint is entered in Complaints Manager and linked to the policy and claim number.
Classified as "Motor – disputed compensation", it is sent to the portfolio's claims handler, with a copy to the agent.
Accident report, assessment report, repair quotes and invoices are gathered in the case EDM.
Workflow: claims handler → second assessment if needed → approval by the claims manager above a set amount → decision; escalation to the complaints department if the deadline is exceeded.
The reply or new settlement offer is generated from a compliant template.
The policyholder signs the settlement agreement electronically; payment is triggered and the case closed.
Complaint rate by line of business and product
Average response time and compliance with supervisory deadlines
Share of complaints about claims and settlements
Rate of justified complaints and cost of revised settlements
Number of cases referred to mediation
Cancellation rate after a complaint and NPS
Reference
Allianz is one of Complaints Manager's references in the insurance sector. Discover the companies that trust us.
Deadlines, history and reporting statements are configured according to your obligations. Each complaint keeps a record of every action and decision.
Yes: agents and brokers have dedicated access to record and track their customers' complaints, with rights limited to their portfolio.
Yes: the complaint is linked to the policy and claim number, and data are retrieved from your management system through the API Manager.
The information request module qualifies requests and complaints separately, for reliable statistics.
Let's talk about your claims, policy and premium complaints and see together how Complaints Manager fits them.
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