We speaking to Sinazo Kalako, Complaints Manager at Metropolitan about how she manages complaints and Metropolitan’s recent educational series that aims to try and ensure that there’s good communication between Metropolitan, the agents, the people that buy the policies, your clients, people that claim etc.
A few key points made:
- Complaints are like an information mine. We are able to identify our clients pain points from a product, process or service perspective.
- Educational programs to insure there is good communication between Metropolitan, the agents, clients etc.
- Get ahead of the complaints through education, understand where problems come in and provide education to preempt them
Watch interview with Sinazo below: