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Customer complaints in insurance company

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Guest user Created:   Feb 28, 2017 Last commented:   Feb 28, 2017

Customer complaints in insurance company

Good day I am doing a research about an insurance company that keeps on receiving repeated complaints. Firstly, is it practical and possible for an insurance industry not to receive repeated complaints? Secondly, what method can I use to prove that complaints are repeated? Thirdly, what will be the suitable research questions for this study? And lastly, what are your recommendations to this problem?
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Strahinja Stojanovic Feb 28, 2017

Answer:

The best way to approach this problem is to start recording the complaints and try to resolve them by corrective actions. In this way you will be able to determine the cause of the complaint and what deficiencies in the processes lead to the complaint. You can also try to link the complaints with relevant process that caused the complaint and record it in the list of complaints. In this way you will have a general overview of the complaints and causal processes, so you will know where to look for improvements.

Repeated complaints are possible but the company needs to determine whether they are reasonable or not. If they are, it is a symptom of the problem within one or more processes in the company. The best way to prove that the complaints are repeating is to record the complaints in list of complaints, this record should provide you with sufficient level of information to enable you to proceed with resolving the complaints. For more information, see: Effective complaints management in a QMS https://advisera.com/9001academy/blog/2014/09/16/effective-complaints-management-qms/
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Feb 28, 2017

Feb 28, 2017