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Case Study

Insurance Authority (IA)

Faster, more transparent service for every beneficiary.

Insurance Authority (IA)

IA adopted a secure, scalable Creatio platform to improve consistency, communication, response times, and operational visibility for beneficiary complaints.

Project Overview

Client
Insurance Authority (IA)
Platform
Creatio
Duration
6 months
Service type
CRM and complaints-management implementation
Industry
Insurance regulation

Modernise complaint handling

Improve service consistency, communication, and response times.

IA needed to centralise the management of medical and non-medical complaints while creating a smoother beneficiary experience and stronger operational visibility.

A unified Creatio complaints portal

Centralised interactions, workflows, and insight.

Adree delivered a portal with a central contact database, complaint and ticket management, social-channel integration, reporting, analytics, and Nafath connectivity.

  • Centralised contact and interaction database
  • Complaint and support-ticket management
  • Social-media channel integration
  • Nafath and existing-system integration

A better complaint-service experience

Improved transparency, service quality, and operational efficiency.

Automated workflows

Faster, more consistent handling.

Data-driven insigh

Advanced reporting and analytics.

Scalable service foundation

Secure and customizable portal for continuous improvement.

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