Whose complaint is it?
A customer bought your cover at a partner's checkout. Their claim is handled by your third-party administrator. When they are unhappy with the claim outcome, they complain to the partner, because that is who they bought from. The partner logs it in their own system and emails your operations inbox a week later. Another complaint arrives through the administrator's monthly report. A third comes straight to you through the app.
Your complaints log is a spreadsheet that includes some of these. Dates received differ depending on who logged it. Nobody is sure which complaints the administrator has already resolved, or whether the partner has replied to the customer themselves.
Why partner complaints are hard to track
Insurtech distribution and claims models spread customer contact across several organisations.
- Partners and brokers log complaints in their own systems.
- Claims administrators handle claims complaints and report them in batches.
- Each party uses its own references and categories.
- Handover of complaints to you is by email, at different speeds.
- Responsibility for responding is agreed in contracts but not reflected in any shared record.
Who handles which complaints, and what your deadlines are, is set by your agreements, your policy and your advisers. We make the record match what they set.
Blind spots in the complaints picture
Complaints missing from your record cannot be handled by your process or reported accurately to your capacity provider. Deadlines are counted from different dates by different parties. Patterns, such as a partner's sales journey or an administrator's handling causing complaints, go unnoticed. When a capacity provider or auditor asks for your complaints data, it takes days to piece together.
One complaints record for every party
What we build gives complaints a single record, whoever receives them.
- Each party gets an agreed route to send complaints: an API, a secure form, a dedicated email address that we parse, or their regular report loaded automatically.
- Each complaint is recorded with the party that received it, the date they received it and their reference.
- Complaints are linked to the policy and, where relevant, the claim, using references and customer details.
- Who holds each complaint, you or the other party, is recorded according to your agreements.
- Deadlines from your policy are calculated from the date received, with reminders.
- Updates and final responses from other parties are added to the same record as they arrive.
- Reports show complaints by party, category and outcome, for your own review and for capacity providers.
| Received by | Route to your record | Typical holder |
|---|---|---|
| Your own app or support | Your helpdesk | You |
| Distribution partner | API, form or parsed email | As your agreement says |
| Broker | Broker portal or parsed email | As your agreement says |
| Claims administrator | Report loaded automatically, or API | Administrator for claims complaints, per agreement |
What the complaints owner sees
The routes matter more than the software. A large partner may be happy to call an API; a small broker will use an email address. Your claims administrator may only be able to send a weekly file. We set up whichever route each party will actually use, because a route nobody uses leaves the same gap as before.
One list, sorted by the next deadline, with every complaint however it arrived. Each shows who holds it and the latest update. The monthly report is a filter. When a partner's complaints rise, it is visible in the numbers, and the conversation with the partner has facts behind it.
Is your complaints record incomplete?
- Partners email complaints to you days after receiving them.
- Your administrator reports complaints in a monthly spreadsheet.
- Dates received differ between parties.
- You cannot see who holds each complaint.
- Complaints data for capacity providers takes days to compile.