As part of its commitment to continuous improvement and compliance with the requirements of the ISO 9001:2015 standard, CAAT has launched several initiatives aimed at enhancing customer satisfaction and loyalty.
1. Improving customer feedback- Implementation of a structured complaints management system (receipt, processing, follow-up and analysis).
2. Measuring customer satisfaction- Launch of periodic satisfaction surveys among policyholders. Monitoring of key indicators (satisfaction rates, processing times, claims rates). Integration of results into management and decision-making processes.
3. Optimisation of business processes- Simplification of underwriting and claims management procedures. Reduction in case processing times. Standardisation of practices across branches and departments to ensure consistent service quality.
4. Strengthening customer relations- Training staff in direct contact with customers (customer service, communication, conflict management). Development of a customer-focused culture within the company. Introduction of personalised support for key accounts and strategic clients.
5. Digitalisation of services: Development of digital platforms and tools to facilitate access to services (enquiries, claims, tracking). Modernisation of communication channels (email, online platforms, etc.). Improved responsiveness through digital solutions.
6. Transparency and communication- Clarification of the offers and cover provided. Better information for customers regarding their rights and obligations. Proactive communication in the event of a claim or contractual changes.
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