If a policyholder or beneficiary is dissatisfied with a product or service, they may want to open a complaint. To learn more about managing complaints, click on the relevant guide below:
To access complaints, follow the steps:
- Log into your Root dashboard.
- Click on the Complaints icon in the blue navigation bar on the left side of your screen.
- Each complaint has a unique complaint number that can be used to search for it in the list of complaints.
Here’s how complaints are structured on the dashboard:
- Complaint number: Used for searching and identifying the complaint.
- Complainant details: Displayed at the top, including information about the policyholder and the associated policy.
- Activity log: Tracks all actions taken regarding the complaint, similar to a policy’s activity log.
- Notes: Allows capturing additional information and context about the complaint.
- Supporting documents: Can be uploaded and attached to the complaint for reference.
By following these steps and using the dashboard features, you can efficiently manage and track complaints throughout their lifecycle.