What is QRC (Query – Request – Complaint) in Customer Experience (CX) / Customer Service Language?

What is QRC (Query – Request – Complaint)  in Customer Experience (CX) / Customer Service Language?

Definition of QRC

Customer Satisfaction vs Customer Experience

Customer Satisfaction 

Satisfied customer receiving a timely full insurance claim payout

Customer Experience

  • Product / Service Pre Sales Experience
  • Product / Service Sales Experience
  • Product / Service Acquisition Experience
  • Product / Service Usage Experience
  • Product / Service Renewal / Continued Support Experience
  • Product / Service Decommission Experience
Timely insurance claim processing equals customer satisfaction
Sugar Serve ensures timely delivery & quality service for customer satisfaction

QRC Management

QRC in Insurance Sector

  • Insurance Policy Evaluation / Suggestion Process
  • Policy Premium Calculation
  • Policy Purchase and Payment Process
  • Policy Issuance Process
  • Policy Amendment  / Change or Policy Endorsement Process
  • Policy Renewal Process 
  • Policy Claim Process
Streamline communication flow by categorizing queries, requests, complaints in CRM

Queries

How to Renew my policy?

Policy Cancellation related queries –

  • What is the Process for cancellation?
  • What is my Policy cancellation status?

How to lodge a Request / Complaint?

Policy related queries

  • What is my Policy number?
  • What is my Policy Issuance duration?
  • What is my Policy Premium amount?
Different Types of queries that will be raised in Insurance Sector
Different types of Claims and Endorsements in Insurance Sector

Product claim queries-

  • How do I register my Claim?
  • What is the status of Surveyor assignment?
  • How much is my Claim amount?
  • When will my Claim amount released?

Endorsement related queries 

  • What are the required documents for Policy Endorsement?
  • What is my  Endorsement Status?
  • What is the Policy Number of Add-ons?
  • What is the amount I need to pay to add another person to my policy?

Requests

  • Policy Renewal 
  • Policy Endorsement
  • Policy Cancellation
  • Claim Requests
  • Made in person
  • By letter
  • By photocopy
  • By email
  • By telephone
  • By two-way radio 
  • By the self-service portal
  • Through a partner or agent
Different types of Requests in Insurance Sector
  • Change of Name/Address/Mobile number in the policy
  • Issuing Endorsement for Add – on
  • Policy Renewal request
  • Policy Cancellation request
  • Requesting for Policy related documents.
  • Claim Registration request
  • Inspection/survey Request for policy claim

Some of the typical complaints that can come in the insurance sector are:

SugarCRM as QRC Management System

Customised SugarCRM for the QRC Management