The Capital Market Authority (CMA) yesterday launched an electronic application designed to help policy-holders follow up on their insurance-related complaints. With the launch of the new system, all complaints will be processed electronically and their movement tracked through the various departments of the insurers in question, and the CMA as well.
The features of the new system were outlined at a workshop hosted by the CMA for customer services officers of insurance companies. The workshop included two working papers, the first of which was on the new electronic complaint system for insurance companies and the second paper was on the quality of customer service.
Commenting on the new initiative, Yousuf al Baloushi, Director of Corporate Services and Awareness Department, explained that the electronic system for customer service and complaints against insurance companies is effective for the policyholder due for the feature given to the complainant (policyholder) to follow-up with the progress of the complaint movement. This step is considered positive to cope with the transfer to the e-government and for improving communication channels between the public and insurance companies and speeding up the solution of problems that occur between insurance companies and policyholders.
Al Balushi pointed out that the system will save both effort and time for policyholder as he is able now to submit his complaint and follow-up its movement without the need to move around during his working hours. This system will also have positive effects in monitoring the number of complaints and classifying each for any of insurance companies, therefore; the system contributes to enhancing the quality of insurance services provided to customers and providing appropriate insurance coverage for them.
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