Designed for the Insurance Industry & Customized for You
i-Sight Complaint Tracking Software has been designed to meet the specific regulatory requirements of the insurance industry -- yet can be customized to suit your business. i-Sight uses flexible business rules to ensure you meet the requirements set by each state for responding to written and oral customer complaints.
Receive Complaints: i-Sight lets you record new customer complaints received through any channel, quickly and efficiently. Any authorized staff member can log new complaints using i-Sight’s simple, intuitive web form. The intake form is fully customizable, allowing you to record all information necessary in order to categorize complaints and report them to regulators.
Acknowledge Complaints: Each state sets its own rules on how quickly insurance companies should respond to customer complaints. i-Sight incorporates customized business rules to ensure you meet these targets every time. i-Sight can also generate template letters to your customers, acknowledging the complaint.
Manage Complaints: Once a case has been assigned to the appropriate person in your organization, the “case owner” can begin to record the resolution process. From within the complaint file, the case owner can:
- Record notes
- Set reminders
- Assign tasks to others
- Send emails
- Generate letters using automatic templates
- Attach documentation
- Send for review
- Record the outcome
Review Complaints: As complaints progress towards resolution, you may need to involve legal or compliance staff in a review of the recommended resolution. i-Sight Customer Complaint Tracking software simplifies this process by notifying appropriate personnel each time a review is required. All case files requiring review are placed in a queue where they can be accessed by authorized “reviewers”. The case owner is automatically notified by email as soon as a review is complete.
FINRA Reporting: Customer complaints that must be reported to FINRA can be tagged and automatically included in an easy-to-download report. These reports have been designed specifically to provide you with all of the information you need for reporting.
Benefits of the i-Sight Customer Complaint Tracking Software for Insurance:
- Quickly record and document new customer complaints
- Ensure acknowledgement of every complaint within regulated guidelines
- Maintain a complete record of every complaint
- Centralize complaint information
- Collaborate across the organization
- Ensure necessary reviews are carried out every time
- Effectively manage milestones and key dates
- Effortlessly generate necessary reporting for regulators
- Learn from customer complaints
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