A recently released report from the General Insurers Code Governance Committee (CGC) has highlighted the importance of businesses developing robust systems to capture and analyse complaints data.

The Making Better Claims Decisions report found that analysis of complaints data was fundamental in revealing systemic issues and shining a spotlight on business practices and processes that require improvements, leading to better customer experience.

Analysis of denied claims in the General Insurance industry performed by the CGC, revealed an emerging issue with more than half of the denied claims decided based on maintenance or wear and tear exclusions. And, alarmingly, nearly half of these were later overturned in favour of the consumer.

While some insurers had made improvements based on information and data from complaints, more still needed to be done. The report urged all companies to enhance their data analysis capabilities to extract insights from complaints data and take proactive measures to implement necessary changes.

Chair of the CGC, Veronique Ingram, noted “Insurers must realise that collecting data and taking the time to analyse it is fundamental to understanding what is happening and what needs to improve.

“And, importantly, it can lead to better decisions and a reduction in complaints.”