Insurance is a promise that customers test when something goes wrong. We check the experience before that moment: how agents explain a policy, how branches answer questions, and how claims enquiries are handled.
Whether cover, exclusions, premiums and waiting periods are described honestly.
Pressure tactics, accuracy and whether the customer's needs were asked about.
How staff guide a customer who asks how to make a claim.
Speed, accuracy and receipts at branch payment points.
Tone, clarity and timing of renewal reminders.
Pick up time, script use and first call resolution.
Many insurance complaints start with a policy that was explained badly at the sale. Testing how products are sold and how claims are explained helps you fix the cause, instead of handling the complaint later.
We create scenarios such as a family asking about life cover or a motorist asking how to claim after an accident. Auditors check branches, agents and hotlines, and report against your standards.
We cover every district of Sri Lanka, including smaller towns and remote areas, and we can work in Sinhala, Tamil and English.
Yes, where you can give us agent contact details or agency locations.
We test the enquiry and information stage. We do not file false claims.
Yes. We run mystery calls to hotlines and branch lines.
Tell us what you need. We reply within 24 hours.
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