Insurance OmbudService implements i-Sight Complaint System to ensure reliable, secure handling of consumer complaints

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General Insurance Ombudservice (GIO)

Challenge

• Needed an efficient and easy-to-use system that would allow staff in multiple locations to track, manage and analyze a large number of consumer disputes involving home, car and business insurance.
• The system had to ensure a high level of security, to protect confidential consumer information
• Wanted a solution that could be tailored to the organization’s existing business practices

Solution

• Selected i-Sight Complaint System in part on the recommendation of another national dispute-settlement organization in the financial services industry
• A customized capture form walks the user step-by-step through the process of creating and managing a case, ensuring that all appropriate information is recorded securely yet accessible with just a few keystrokes
• Automatic reminders and daily activity reports ensure that cases proceed efficiently and smoothly through the dispute-settlement process
• Advanced reporting tools allow managers to generate detailed reports with just a few clicks

Results

• Consumer service officers can now more easily manage large numbers of files, without the risk that some cases will fall by the wayside or incur unnecessary delays
• Disputes are resolved faster and more efficiently, contributing to higher levels of consumer satisfaction
• Managers find it easier to spot trends and detect common sources of consumer disputes and misunderstandings

"Rather than just keeping a record of what’s going on, the software assists you in managing every case until closure."

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