Product

Customer complaint handling

Every complaint checked.
You decide what is sent.

For insurers and mutual insurers. Your agents read each complaint. They find the customer’s file and draft a reply. Your case handler reviews it and sends it.

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What changes for you

  • Replies ready. Your case handler reviews instead of writing.
  • By the rules. Deadlines, mandatory wording and official texts are checked.
  • Nothing sent behind your back. Nothing leaves without your case handler.
  • A clearly identified file. Never opened on a name alone.

How a complaint is handled

Every step is logged. Your case handler approves before anything is sent.

What your agents doSteps
  1. AnalysisComplaint read: dispute of a decision
  2. IdentificationFile matched by the sender’s email
  3. ClassificationDispute: in-depth review
  4. Review3 points of disagreement listed
  5. DraftingDraft reply based on the official texts
  6. CheckMandatory wording and deadlines verified
  7. Your case handlerWaiting for your approval
Draft replyFor your case handler

A reasoned review.
Ready to approve.

  • Each point of disagreement addressed
  • Ombudsman cited, deadlines compliant
  • Checked by a second agent

A dispute, handled from start to finish.Illustrative example · fictional data

Compliant replies

Every draft reply is checked before it reaches your case handler.

The right deadlines

10 working days to acknowledge receipt. 2 months at most to reply.

The ombudsman

Every letter cites the French Insurance Ombudsman (Médiateur de l’Assurance) and its one-year deadline.

Official texts

ACPR Recommendation 2024-R-02, the French Insurance Code, the French Consumer Code.

A second check

A second agent reviews every draft. When in doubt, the draft is blocked.

Your team stays in charge

The product prepares. Your team decides.

Sending

The reply opens as a draft in the case handler’s mailbox. They send it themselves.

Sensitive cases

Ombudsman already involved, legal question: the file goes back to your team.

The file

The case handler can complete a file and restart the processing.

Frequently asked questions

Does the product send replies to our customers?

No. The reply opens as a draft for your case handler. They review it, adjust it and send it themselves.

Which texts are the replies based on?

On verified official texts: ACPR Recommendation 2024-R-02, the French Insurance Code, the French Consumer Code and the Ombudsman’s charter.

What if the customer cannot be identified?

The file is only opened on a reliable identifier: email, customer number or phone number. A name alone is not enough. Otherwise, the reply asks for the file references.

What if the customer has already contacted the ombudsman?

No letter is drafted. The file goes back to your team.

Can it run on our servers?

Yes. The AI can run on your servers or use an online service, as you choose. Connecting it to your management system is part of the project.

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Ready to take action?

Tell us which tasks take up your time. We tell you what an agent can do.

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