A well-functioning system for complaints is a prerequisite for efficient handling throughout the entire flow, and such a system supports feedback and continuous dialogue with the customer. An automated case flow gathers all information in one place and facilitates handovers, which reduces costs and increases the chance of customer retention.
Systematic documentation of which products or services the complaints apply to, where they arose, the root causes and the costs of complaints is critical knowledge for a company. Together with past lessons learned, it can be used to take relevant and corrective actions that last, resulting in fewer errors and ultimately reduced claims handling costs.
The basis for good management is to adapt the way of working to the needs of the business with respect to, among other things, actors, activities, process flow, information and key figures. We have many years of experience in designing complaint processes for companies in various industries.
There are five key components in claims handling: