Complaint Handling Procedure
Complaint Handling Procedure
Complaint Handling Procedure
Unhappy Customer
Customer expresses dissatisfaction via phone, email, website, or in person.
Customer expresses dissatisfaction via phone, email, website, or in person.
Identify Complaint
First point of contact recognizes and logs the issue as a complaint.
First point of contact recognizes and logs the issue as a complaint.
Transfer to Manager
Direct the complaint to the Client Manager for handling.
Categorize Issue
Identify if it’s underwriting, claims, or other, and link to NIB, insurer, or TPA.
Identify if it’s underwriting, claims, or other, and link to NIB, insurer, or TPA.
Open CCR
Create a Complaint Case Record and share the reference number with the customer.
Create a Complaint Case Record and share the reference number with the customer.
Contact Customer
Gather detailed information from the customer about the issue.
Gather detailed information from the customer about the issue.
Investigate & Resolve
Analyze and resolve the issue within 5 working days.
Analyze and resolve the issue within 5 working days.
Customer Happy?
Confirm if the resolution satisfies the customer.
Confirm if the resolution satisfies the customer.
Close Case
Mark the complaint as resolved if the customer is happy.
Mark the complaint as resolved if the customer is happy.
CEO Actions
CEO seeks additional solutions with relevant personnel or providers.
CEO seeks additional solutions with relevant personnel or providers.
Brief CEO
Complaint Manager updates the CEO on actions and remedies taken.
Complaint Manager updates the CEO on actions and remedies taken.
Escalate
If unresolved, escalate the complaint to the CEO.
If unresolved, escalate the complaint to the CEO.
Resolve Quickly
Resolve the complaint within 10 working days post-escalation.
Resolve the complaint within 10 working days post-escalation.
Final Check
Verify customer satisfaction with the final resolution.
Verify customer satisfaction with the final resolution.
Close Complaint
Close the case after final resolution and customer approval.
Close the case after final resolution and customer approval.
Submit DHA Report
File the annual report with DHA by January 7th.
File the annual report with DHA by January 7th.
Evaluate KPIs
Review complaint satisfaction, turnaround times, and process effectiveness annually.
Review complaint satisfaction, turnaround times, and process effectiveness annually.
DHA Complaints
Dubai residents can lodge complaints via http://ipromes.eclaimlink.ae/.
Dubai residents can lodge complaints via http://ipromes.eclaimlink.ae/.
The End
We are one of the leading Risk & Insurance advisory firms, specialized in consultancy and brokerage in Health & Benefits, and Commercial Insurance partnering with large corporates, midsize and SMEs.
Personal
Corporate
Copyright © 2024 Northern Insurance Brokers L.L.C. All Rights Reserved.
We are one of the leading Risk & Insurance advisory firms, specialized in consultancy and brokerage in Health & Benefits, and Commercial Insurance partnering with large corporates, midsize and SMEs.
Personal
Corporate
Copyright © 2024 Northern Insurance Brokers L.L.C. All Rights Reserved.