Oman: New online system launched to manage customer complaints
Source: Middle East Insurance Review | Nov 2018
The Capital Market Authority (CMA) has introduced a new electronic complaint system to serve the customers of insurers. The new system aims to transfer all complaint-related dealings to insurers electronically.
The application will enable policyholders to follow-up the processing of their complaints between related parties within CMA departments and insurers, reported Muscat Daily citing a media statement issued by the CMA.
As part of the launch of the new electronic complaint system, a workshop was held at the CMA, which targeted customer service officers of insurers. The workshop included two working papers, the first of which was on the new electronic complaint system for insurers and the second paper was on the quality of customer service.
Mr Yousuf al Balushi, director of corporate services and awareness department at the CMA, said the new electronic system for customer services and complaints will be beneficial for insurance policyholders. He said, “This is a positive step for improving communication channels between public and insurance companies and speeding up the solution of problems that occur between insurers and policyholders.”
He pointed out that the new system will save both effort and time for policyholders as they will now be able to submit a complaint and follow its movement through the system.
The electronic system will also help in monitoring the number of complaints and classifying them. The system will contribute to enhancing the quality of insurance services provided to customers. M