Resolving challenges associated with insurance claims is expected to be made easier with the launch of the Complaints Management System (CMS).

The online portal dedicated to addressing unresolved issues on claims was launched by the National Insurance Commission with support from GIZ Ghana.

The insurance sector is often ranked lowest in customer service delivery largely as a result of the lackadaisical attitude of some insurance companies when it comes to the payment of claims.

To this end, the NIC believes that the portal will provide an avenue to offer policyholders a convenient resolution process and serve as a tool to ensure compliance.

The portal (Complaints Management System-CMS) which has been live since February 1, 2024, is hosted on the website of the NIC. It comes with a user-friendly interface making it easy to navigate.

Speaking to the media after the launch, Acting Commissioner of Insurance, Michael Andoh noted that the initiative will ensure fair customer treatment.

“When you are doing business with someone and he has a grievance it is important to respond to those complaints.”

He stressed on the convenient nature of the process saying “You don’t have to travel to our offices. You can file your complaints from wherever you are and we will attend to it.”

He added that a USSD code will soon be made available to policyholders who may not have access to the internet.

On the enforcement of regulations on the entire claims process, Mr. Andoh stated that the NIC will issue market conduct directives which will ensure a robust resolution mechanism.

“We are going to require insurance companies to have procedures within their companies to receive and resolve customer complaints.”

The Complaints Management System (CMS) is one of the initiatives by the National Insurance Commission to leverage technology to improve the claims process and ensure utmost customer satisfaction.