What an underwriting agency must be able to show
A complaints register with a fixed number per complaint, permissions checked again on every click, and a log of who changed what. That is how you show what happened, and who did it.
The screenshots come from a demo environment with fictitious names and figures. The screens are in English; the data itself (bookings, product names) is in Dutch, as at a Belgian office. Click an image to enlarge it.
The complaints register
Every complaint is registered and followed up, with a category, a priority, the policy, the intermediary and the complainant.
- A number per year, assigned on registration and fixed from then on.
- A log and documents per complaint, filters on period and intermediary, and an export.
- Anyone can register a complaint. Closing and reopening one requires its own permission.
- On the policy: a column with the open complaints, a warning on the record, and a confirmation prompt for a second complaint.
Who may do what, and who did what
Permissions per role, and a trail of every change.
- Roles and permissions, grouped like the menu. Notes, tasks and attachments have their own permissions too.
- Permissions are checked again when someone saves or clicks, not only when a screen opens.
- Anyone who loses access is signed out within five minutes.
- An audit log: who changed what and when, with search, filters and export.
- Two-step verification with an app or a code by email.
- Signing in with a passkey: fingerprint, face or the device PIN.
- Sanctions screening, where a match becomes a task for the back office. In development
In short
A fixed number per complaint
Assigned on registration, and impossible to change afterwards.
Permissions on every click
Not only when a screen opens, but again when someone saves or clicks.
A trail of every change
Who changed what and when, searchable and exportable.
Frequently asked questions
Can I export the complaints register?
Yes. You filter on period and on intermediary, and export the list.
Who may close a complaint?
Only those with the permission to do so. Anyone can register a complaint; closing and reopening one require their own permission.
How does a staff member sign in?
With a password and two-step verification, through an app or a code by email. Or with a passkey: fingerprint, face or the device PIN.
Is sanctions screening available yet?
It is in development. A match will then become a task for the back office.
Also in Delego
What is missing for your agency?
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