A leading insurer enabled authorised business partners to capture and manage complaints in Resolven while retaining consolidated oversight across the distribution network.
The challenge
Complaints relating to the insurer’s products arose across a network of business partners. Relying on emailed notifications and separate partner registers made it difficult to maintain consistent records, monitor progress and obtain a complete view of complaint trends and outcomes.
The Resolven solution
Authorised partners received controlled access to capture and manage the complaints relevant to them. Consistent complaint categories and automatic TCF mapping applied across the network, while the insurer retained central visibility of volumes, status, outcomes, root causes, turnaround times and product-related patterns.
The result
The insurer achieved more consistent complaint handling and classification across its distribution network, together with stronger central oversight. Management gained a consolidated view of complaint and TCF information while each partner retained access appropriate to its role.