For insurers and health insurance funds
TurnFriendly Insurance connects policy data, customer enquiries, complaints and specialist teams in one case file. Configurable workflows ease your team's workload and help insurers implement the EIOPA guidelines.
Interactive look inside TurnFriendly
INSURANCE
Nora Becker · Customer no. K-10516
Home contents insurance · Contract no. HV-730184
One insurance contract connects related cases, documents and participants.
Insurance policy
Coverage question
Premium adjustment notice
Premium adjustment complaint
Response on the premium adjustment
Follow-up complaint
Premium adjustment notice
Customer information about the premium adjustment for home contents insurance.
Fictional example
Explain insurance coverage
Review premium adjustment
Review response and objections
Question
Completed
Understanding insurance coverage
2 case items
Complaint
Answered
Understanding the premium adjustment
2 case items
Follow-up complaint
In progress
Clarifying objections to the response
1 case item
1 Mar 2027 · Coverage question received
3 Mar 2027 · Question answered
5 Mar 2027 · Premium adjustment complaint received
15 Mar 2027 · Premium adjustment response sent
17 Mar 2027 · Follow-up complaint received
Shared contract context
The coverage question and the premium adjustment complaints relate to the same insurance contract. Each case can be handled individually.
Nora Becker
Tim Hansen
Customer service
Contract services
The EIOPA complaints-handling guidelines provide an organisational framework for insurers. TurnFriendly supports implementation through structured registration, documented workflows and reporting.
Record the case type, policy context and responsibility together.
Document reviews, follow-up questions and reasoned responses in the case.
Identify recurring complaint causes and create a basis for internal reporting.
Automate recurring steps. Your team takes over expert reviews and decisions at the defined points.
Incoming message management
Analyse incoming emails and create matching cases. Your team completes unclear assignments in the TurnFriendly inbox.
The steps that run automatically depend on your processes and connected systems.
Process automation
Tasks, follow-up questions and response preparation follow the configured workflow. Your team retains expert decision-making.
Use relevant policy and customer data from your existing systems directly in the service process.
Configured rules and scores flag cases that need attention. Your team reviews indicators of data protection, reputational, financial and operational risks.
Track case types, workload distribution, handling status and service levels. The following reports use fictional example data.
Incoming cases by category
12 customer cases · Example period: 12 months
Reimbursement & benefit decisions
4
Digital channels & self-service
2
Care, programmes & special circumstances
2
Customer service
2
Contributions, contracts & tariffs
2
Fictional demonstration data. These are not customer results.
Open cases by work queue
Services
40
Tariffs
30
Escalation
20
Compliance
15
Digital services
10
Fictional demonstration data. These are not customer results.
Processing status at a glance
Open
45
In progress
50
Internal consultation
20
Fictional demonstration data. These are not customer results.
Service levels met
710 completed cases · Example period
Standard
91.5%
Follow-up complaints
87.5%
Additional service levels
92.5%
Fictional demonstration data. These are not customer results.
Discuss a typical service enquiry or complaint with us. Together, we review policy data, specialist teams, workflows and your regulatory requirements.
