Customers can provide feedback through a link they will receive via claim communications (SMS and Email). Feedback can be provided at any time throughout the claim lifecycle and can come from the Insured or Broker/Intermediary. The feedback is linked to the claim and can be viewed by any user that has access to that claim.

Request feedback (Customer)

• When you are in a claim select ‘SEND SMS’from the left-hand side menu.
  • A pop-up window will display.
  • Confirm the mobile number is correct in the ‘PHONE’ field.
  • Enter text into the ‘MESSAGE’ text field (optional).
  • Ensure the checkbox labelled ‘SEND FEEDBACK LINK’ is selected.
  • Click ‘SEND’.
• The recipient will receive a text message with a link, for example:
  • “We are committed to the delivery of excellent service on your claim/job. Share your experience any time via the below link and help us assist you with your concerns. (unique claim survey link)”

• Following the completion of the feedback form, the status and any comments are sent back to and captured against each claim.
• Note: Depending on the individual client configuration, feedback can be sent real-time to a set Distribution List for notification and or immediate resolution.

Provide Feedback (Broker/Intermediary)

• As a Broker, when you are in a claim, select ‘FEEDBACK’ from the left-hand side menu
• Next to the heading ‘Broker / Intermediary Feedback’ click the ‘YOUR FEEDBACK’ button 
• A pop-up window will display
• Under the question ‘How do you rate our service so far?’ provide feedback on the service, by selecting one of the three options: ‘Loved it!’ (), ‘Average’ () or ‘Bad’ ().
• Under ‘Would you recommend us to your family and friends based on the service you have received?’ provide feedback by selecting one of two options: green thumbs up (yes) or red thumbs down  (no).
• You can then provide additional comments in the available text box under ‘Any other comments?’
• Click the ‘LEAVE FEEDBACK’ button to submit the feedback
• You will be taken back to the ‘FEEDBACK’ section of the claim and you will be able to view your feedback in the Broker/Intermediary table.
• Note: You cannot edit feedback after submitting.

Request feedback (Supplier)

• A link requesting feedback from the customer about the supplier can be configured to be added to the automated email notifications.
• The customer will receive the link in the email and be able to follow it to provide feedback.
• Note: Suppliers are not able to manually request feedback, it is configured through the automated email notifications. 

Review feedback

Responses to feedback are not created in the feedback section, this will need to be completed via the ‘NOTES’ or ‘SEND EMAIL’ functionality.  Currently, the system will not identify the respondent, apart from the high-level categorisation of Customer, Broker/Intermediary or Supplier.

• Select ‘FEEDBACK’ from the left-hand side menu.
• The page has three sections to it:
  • ‘Customer Feedback’ holds the feedback the Claim Handler has received from the Customer/Insured. 
  • ‘Broker/Intermediary Feedback’ displays the feedback the Broker/Intermediary has provided about the Claim Handler.
  • ‘Supplier’ shows the feedback the Policyholder has provided about the Supplier after completing the scope of work.
• The customer and broker/intermediary feedback table displays the following:
  • ‘RATE’ – The person providing the feedback is asked to rate the service, they are provided with three options: ‘Loved it!’ (), ‘Average’ () or ‘Bad’ ().
  • ‘RECOMMENDATION’ – The person providing the feedback is asked whether they would recommend the Insurer to family and friends on the service they have received. They are provided with two options: green thumbs up (yes) or red thumbs down  (no).
  • ‘COMMENT’ – The person providing the feedback is provided with a free text box allowing them to provide any additional comments.
  • ‘NAME’ – This displays only in the Broker/Intermediary table and displays the full name of the broker/intermediary that provided feedback. 
  • ‘CREATED’ – This displays the date and time the feedback was received into ClaimLogik Plus.
• The Supplier feedback table displays the following:
  • ‘RATE’ – The person providing the feedback is asked to rate the service, they are provided with the ability to select from one to five stars ().
  • ‘COMMENT’ – The person providing the feedback is provided with a free text box allowing them to provide any additional comments.
  • ‘SUPPLIER’ – This displays the name of the supplier that was provided with feedback.
  • ‘CREATED’ – This displays the date and time the feedback was received into ClaimLogik Plus.

Note: Automated feedback notifications and tasks can be configured to be triggered based on the feedback received.