Strengthen your MI Business

An overview of internal consumer complaint resolution

All rural banks involved in microinsurance should have an internal consumer complaint and dispute resolution process (IDR, as defined in Box 1). Being the focal point between the client and the insurance company leaves the rural bank with a responsibility to appropriately and effectively help their clients to address their grievances. Indeed, the rural bank will be the only entity that can effectively assist its clients when there are disputes. An effective IDR system is valuable for multiple reasons:

  • The clients benefit from an increased level of trust and confidence in the rural bank
  • Disputes provide an opportunity to further consumer education
  • Rural banks have a more powerful position when interacting with the insurer and therefore have a better means of assisting their clients
  • Rural banks benefit most directly from the IDR system through an improved company image and reputation
  • Having an IDR system for micro insurance will enhance the rural bank’s responsiveness with their other products.
  • IDR systems also help the insurer to provide better products and services by identifying systemic and training issues as well as problems within the policy wording, underwriting, and claims processes.
Module Content:
Methodology
Adobe Reader 7 or higher version Managing Client Complaints
reference
Microsoft Office Excel 2003 or higher version Process for Complaints Resolution IDR Process Map
reference
Microsoft Office Excel 2003 or higher version RBAP Data Mgmt and Monitoring Tool for RB Agents
tool
Adobe Reader 7 or higher version ADA-BRS-MIN Performance Indicators for MI Handbook
tool
Microsoft Office Excel 2003 or higher version ADA-BRS-MIN Microfact Worksheet for MI Providers
tool
Microsoft Office Excel 2003 or higher version ADA-BRS-MIN Microfact Worksheet SAMPLE
tool
Adobe Reader 7 or higher version ADA-BRS-MIN Social Performance Indicators for MI Handbook
reference
Adobe Reader 7 or higher version The Role of SMS in Microinsurance
reference
Adobe Reader 7 or higher version MicroSave Developing the Client Feedback Loop
reference
Microsoft Office PowerPoint 2003 or higher version Introduction to MicroSave’s Client Feedback Loop
presentation
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