ClaimLogik Plus allows for complaints to be recorded and tracked whether it is against a claim or not. If a complaint is related to a claim, you must open the claim before recording the complaint. User profiles can be configured to access complaints on three different levels, these are:

• Complaint Register – This is where you can search and access all complaints within your instance.
• Create Issue – This allows the user to create an issue within Claimlogik Plus against a claim.
• View issue in Claim – This allows the user to view an issue within a claim.

• If a complaint is relating to a claim, open the claim first, then select ‘CLAIM COMPLAINTS’ from the left-hand side menu.
• If a complaint is not relating to a claim, select ‘COMPLAINT REGISTER’ from the left-hand side menu.

Recording a complaint

• Click the ‘NEW COMPLAINT’ button.
• You will be taken to the ‘NEW CLAIM COMPLAINT’ screen.
• Enter the Complaint Details including:
  • Complaint Type (Primary & Secondary (where applicable))
  • Status (In Progress, Escalated, On Hold, Resolved, Withdrawn and Reopened)
  • Complaint Description
  • Received Date
  • Estimated Date to Complete
  • Severity (Low, Medium, High, Critical and Escalated)
• Enter the Reported By details including:
  • Name of complainant
  • Contact details of complainant
  • Reported Channel
• Assign a Case Handler to manage the complaint.
• Enter Complaint Reasons.
• Click ‘SAVE’ to add complaint. 
• After saving the Complaint, you can interact with the additional sections on the complaint:
  • Complaint notes can be added under ‘FOLLOW UP NOTES’ section.
  • Note: These notes are captured and displayed in the complaint for referencing. These notes will not display in the note section on the claim, they will only be viewable here.
  • Resolutions, including agreed settlements, can be added under ‘RESOLUTION’ section.
  • Documents can be attached to the complaint under the ‘SCOPE DOCUMENTS’ section.

Viewing and updating complaints

Access to the Complaint Register is based on your user profile. 

• Select ‘COMPLAINT REGISTER’ from the left-hand side menu.
• Select ‘FILTER’ button.
• Enter search criteria and select ‘FILTER RESULTS’ button.
• To see details and update the complaint, click on the claim ID# or select  icon at the right-hand side of the complaint.
• You will be taken to the ‘COMPLAINT DETAILS’ screen.
• After updating complaint click ‘SAVE’ button.

Export list of complaints

• Select ‘COMPLAINT REGISTER’ from the left-hand side menu.
• Click ‘EXPORT’ button.
• The complaints will be exported to an excel spreadsheet(.xlsx) that can be opened in Excel or Google Sheets.

Complaint Resolution

• Select ‘COMPLAINT REGISTER’ from the left-hand side menu.
• Select ‘FILTER’ button.
• Enter search criteria and select ‘FILTER RESULTS’ button.
• To see details and update the complaint, click on the claim ID# or select  icon at the right-hand side of the complaint.
• You will be taken to the ‘COMPLAINT DETAILS’ screen.
• Scroll down to the ‘RESOLUTION’ section and click the ‘+ ADD RESOLUTION’button
  • A pop-up window will display
  • If there is a monetary compensation select this from the ‘COMPENSATION’ drop-down field
  • Provide a resolution note in the ‘NOTE’ field.
  • Click the ‘SAVE’ button
• Scroll back up to the ‘COMPLAINT DETAILS’ section
• Click on the ‘STATUS’ drop-down field and select ‘Resolved’