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[CASE STUDY] How Complaints Pro for Insurance helped an Australian insurance company with over 1 million members


This Australian insurance company (name redacted for confidentiality) has helped drive positive change for over 100 years. However, they had a Complaints management process that was not RG 271 complaint. It had a basic process but did not enforce ASIC RG 271 compliance requirements. That potentially left the company exposed to the risk of non-compliance.

Complaints Pro from Causia was used and was evaluated by the company. They found it very easy to use and it was RG 271 complaint right from the start. It provides the insights needed to get a better understanding of the needs of over one million members.



The primary objective of the insurance company was to get ASIC RG 271 compliance with ease of use for minimal change management and maximum reporting and insights.

Consolidating the member's experience across the group regardless of the division they
dealt with was another benefit that was targeted.



Complaints Pro for Insurance has ASIC RG 271 features out of the box, it required
limited IT department involvement as no software had to be installed on each user's

The IT team was involved in integrating Complaints Pro for Insurance into the
Policy Management platform to ensure no retyping between systems.

Complaints Pro for Insurance is the only ASIC RG 271 Complaints management system hosted in Australia. It's the only solution with built-in AFCA EDR processes, quality reviews, and systemic Issue alerts specifically designed for the insurance industry.




Causia  Results:


1. 100 % confidence in RG 271 compliance

Regardless of whether complaints are closed on the first point of contact or escalated to the team leaders and closed in 5 business days or closed out within the maximum IDR time frame in RG 271, we are confident that we are compliant with the complex and ever-changing ASIC RG 271 rules.


2. Intuitive screens - save time

Managing complaints has been simplified because the capture wizard doesn't let you make mistakes. So there are no errors to fix, the frontline just follows the simple steps and gets it right the first time.


3. AFCA processes built-in

AFCA processes built-in Staying on top of AFCA processes whilst adhering to the ASIC IDR obligations is not easy. Complaints Pro for Banking has seamlessly merged IDR and EDR processes to make it simple to see exactly where a Complaint is at.


4. Customised for insurance company

Complaints Pro for Insurance was easily modified to include key fields and workflows needed to handle collections and privacy-related complaints.


5. Integrated into the insurance company's core policy platform

Complaints Pro for Insurance integrates with the company's policy platform to ensure there is no double handling of member details.


6. Email management made simple

It is easy to send secure emails directly from a Complaint, receive emails from members, and simply drag and drop emails from Outlook straight onto the Complaint.


7. Reminders, templates, and internal reporting

Complaints Pro for Insurance makes your life easy with reminders that prompt staff to close out a Complaint before the IDR time frame so you never breach RG 271.

Email templates for acknowledgment, delay notification, and final response make it easy for staff to communicate consistently and professionally. The Reason Code hierarchy provides insights that you couldn't get before.




Speak To An RG 271 Expert

In a quick conversation, we'll discuss your approach to managing RG 271, show you how that compares to other similar Financial Services companies, and demonstrate how Complaints Pro will streamline your processes.



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