Complaint insights to reduce claim disputes and compliance issues The General Insurance Code Governance Committee (CGC), Australia, has recently completed a Thematic Inquiry into Making Better Claims Decisions. Here are some of the key recommendations as a result of this inquiry. 1. Identify themes in the data that may explain trends in complaints about denied claims. 2. Improve processes
Introducing Complaints Co-pilot: The first AI virtual assistant for the customer complaints management team. At Cognitive View, our vision is to enable companies to restore customer trust by creating a customer-centric culture while improving compliance and reducing conduct risk. Developing an excellent complaint resolution team is crucial in handling customer complaints fairly and promptly to reduce conduct risk. Handling extensive customer complaints can be
Cognitive View Supports Generative AI for customer complaints. Cognitive View has taken a significant undertaking to support Generative AI capabilities. As a first step in a series of early releases, we launch several features around customer complaints. Generative AI is a subfield of artificial intelligence that allows computers to generate new content based on existing data. By training
Voice analytics for compliance Top 5 considerations Key considerations when adopting a voice analytic system for compliance Selecting voice analytic systems for compliance requires a better understanding of compliance and risk, future risk management trends, and how technologies like AI & Automation that can support a successful risk transformation program. Many voice analytical systems are limited to topics
How to automate the manual supervision process A step-by-step guide for automating the supervision process for monitoring compliance and customer experience. * Are you ready to automate your manual compliance monitoring? * Does your current supervision involves manual listening of hours of calls and reviewing communication logs? * Have you received a regulatory investigation request for a significant compliance breach
Cognitive View Joins IBM Cloud for Financial Services Melbourne, Australia –01 February 2022 – Cognitive View, a communication monitoring platform, today announced it has joined IBM’s (NYSE: IBM) growing ecosystem of more than 125 Global Systems Integrators (GSIs), Independent Software Vendors (ISVs), SaaS providers, and FinTechs supporting the IBM Cloud for Financial Services. The IBM Cloud Framework for
A Guide To Effectively Supervise Your remote Workforce Without Micromanaging. Remote work is gaining momentum across the world. It’s difficult to say how many companies have adopted remote work since the pandemic crisis began, but Gartner researchers provide some insight in one of their recent surveys. There are several advantages to adopting remote working, but the process has its
FCA Offers Guidelines For Working Remotely Or In A Hybrid Environment With the onset of the Covid-19 pandemic, businesses were forced to embrace remote working almost instantly without any scope to prior preparations. Now, as the economy recovers, more people are sticking to flexible work schedules. The Financial Conduct Authority (FCA) of the United Kingdom has now issued guidelines to firms
ASIC Publishes Updated Guidance On Hawking Reforms The ASIC (Australian Securities and Investments Commission) has updated its regulatory guidance on the prohibition of hawking financial products in the country. The regulatory guide (RG 38) portrays the changes in the anti-hawking system under the Financial Sector Reform 2020, commencing on the 5th of October, 2021. It also clarifies
Continuous control monitoring with AI Continuous control monitoring (CCM) is a technology-based solution for constantly monitoring processes and leveraging sample-based testing methods for more cost-effective monitoring. CCM lowers audit costs by continuously monitoring transactional systems. A simple Control Monitoring isn’t enough to keep things under control. In a digital world, the control environments can
Sources of Conduct Risk There are three inherent factors which are: * Information asymmetries: The situation occurs when one of the two, i.e., sellers and customers, have more or less knowledge regarding the product. Mostly the sellers try to hide information in front of the customers, which results in a lack of symmetry. * Biases,
Supervision in a hybrid work environment It is by now evident that the protracted effects of the Covid-19 pandemic on the workforce lifestyles and patterns across the world aren’t in a crisis management stage anymore — they are here to stay. Ever since the virus gained its ‘pandemic’ status, organizations worldwide forced to shift their workforces
Key challenges in the front-office control function The front office or first line of defense has been increasingly assuming overwhelming importance in the organizational structure. It is, therefore, not a surprise that a dedicated front-office control function is now standard practice for firms to enhance the ability to manage non-financial risks. In this regard, firms have been
What can we learn from AFCA statistics Below is AFCA's datacube for the period (1 July – 31 December 2019), which contains the number of complaints received, the service and product concerned, and how concerns were resolved.
Cost of Conduct according to the Centre for Banking Research (CBR) Below are some of the highlights of the Conduct costs project launched by the Centre for Banking Research. You can find the full report here https://www.city.ac.uk/news/2020/september/centre-for-banking-research-launches-conduct-costs-project The CBR Conduct Costs Project aims to foster transparency in financial activity and to deliver a
OECD Global Blockchain Policy Centre invited Cognitive view to showcase it's distributed ledger technology addressing public policy issues The OECD Global Blockchain Policy Centre has recently invited Cognitive view to showcase its distributed ledger technology addressing public policy issues. Cognitive view analyzes customer communication data to automate compliance, customer experience and conduct risk monitoring. It’s Regtech essentially helps firms improve consumer fairness, public trust in our financial
Market conduct regulation in USA Regulators have historically sought to enhance a customer’s understanding of the products they purchase, imposing prescriptive requirements for disclosure, as well as setting professional standards for sales advisers. The goal is to rebalance the ‘information asymmetry’ – however, issues have continued to arise. An essential component of insurance regulation is
Customer vulnerability requirements for GI Code of practise One of the great things about GI Code of practice (GICOP) is that the code, which is written in plain English, sets out the standards that general insurers must meet when providing services to their customers, such as being open, fair and honest. On 7 May 2020, the Insurance Council
Findings of Banking code compliance committe Australian Banking code of practice released in July 2019 and many Banks have committed significant time and resources to the code transition projects. Based on the Banking Code Compliance Committee (BCCC), 2019–20 has been a year of two distinct halves. Although it started with lots of optimism, the bush
Embedding the banking code of practice : Balanced scorecard The Australian Bankers’ Association (ABA) undertook an independent Review called “Sedgwick report” for product sales commissions and product-based payments in retail banking in Australia. The review was intended to build on the Future of Financial Advice (FOFA) reforms and identify options for strengthening the alignment of retail bank incentives, commissions
Cognitive View has been selected as RegTech100 winners for 2021 New RegTech100 winners for 2021 just announced. We are glad that Cognitive View has been selected in the RegTech100 for 2021! The Regtech 100 is a recognition of the world’s most innovative technology providers that address the challenges of regulatory compliance. This recognition is a true reflection of our
Future of Work trends that will drive Risk & Compliance automation The COVID-19 pandemic has forced organizations to operate with a physically dispersed workforce. Employees are involuntarily working from remote locations. Due to the changing dynamics and demographics of modern work, enterprises have evolved to manage labour and talent, increasingly favouring automation. This shift, also known as digital transformation, helps organizations
Customer centric approach for product design & distribution ASIC’s RG 274 Design and Distribution Obligations (DDO) introduces a new category of obligations concerning the design and distribution of financial products. This is a profound change, making product issuers and distributors directly responsible for ensuring products are generally only sold to the intended target markets. It is a
Learn and compare complaints data with the industry A customer complaint is an excellent barometer and provides incredible insights for introspection. Many organizations already have some mechanisms to analyze internal complaints data and use that as a feedback loop for continuous improvements. Although only a small percentage of internal complaints lands on an external dispute resolution scheme like
Embedding active risk culture: supporting a bottom-up approach Sound risk culture is an attitude or an amalgamation of behaviors that build organizational immunity and achieves specific business goals. The key to building a “good risk culture” is first to understand and articulate the cultural outcomes that will drive the right performance and support an organization’s strategy delivery.
