Insurance complaint governance

Protect the customer experience with complete, traceable controls.

i-CRM helps the insurer manage every complaint through consistent rules, clear evidence, measurable service commitments, and regulator-related handling within the same governed record.

Governance controls

Embed complaint governance into the operating lifecycle.

Reference & Tracking

Unique reference, status, ownership, and complete update history.

SLA & Escalation

Working calendars, due dates, levels, overdue detection, and supervisor visibility.

Communication Evidence

SMS, email, customer messages, comments, attachments, and formal responses.

Classification & Closure

Configured categories, validity, decisions, causes, outcomes, and closure reasons.

Customer Evaluation

Post-closure feedback and service-specific satisfaction reporting.

Audit & Reporting

Actions, ownership changes, escalations, communications, decisions, and exports.

For customersClear references, progress, communication, and resolution outcomes.

For regulatory readinessControlled deadlines, structured evidence, and reliable reporting.

For managementOwnership, SLA pressure, recurring issues, and outcomes are visible.

Structured regulator-related handling

Maintain one customer journey while applying the required controls.

i-CRM manages IA- and CHI-related information within the same governed case record, avoiding disconnected tracking and duplicated operational effort.

Customer Case

Identify the customer case and retain one service journey.

Regulator Details

Capture IA- or CHI-related references, dates, type, and supporting data.

Deadline Control

Track due dates and applicable SLA with escalation visibility.

Formal Response

Maintain controlled communications, templates, and evidence.

Closure Evidence

Record outcome, attachments, response confirmations, and audit trail.

Evidence and accountability

Every action remains connected to the case.

Complete case evidence

Files, customer messages, internal comments, formal responses, dates, and actions remain linked.

Ownership accountability

Assignment and Case Reassignment history preserve who owned the case and why ownership changed.

Deadline discipline

Working calendars and SLA rules highlight approaching breach and overdue cases.

Management readiness

Dashboards and reports expose volumes, aging, outcomes, root causes, and service pressure.

Governance outcome

i-CRM helps the insurer demonstrate not only that a complaint was closed, but that it was handled fairly, on time, and with complete evidence.

Customer protection, regulatory readiness, and operational accountability are supported by the same complete record.

View Demo

01Reference and ownership

02Deadline and evidence

03Decision and audit