Frequently asked questions.
What types of complaints or claims can I submit via SATIS?
You can submit any complaint or claim related to financial services or products via SATIS. This includes, but is not limited to: transaction errors or unauthorized debits; disputes concerning loan, insurance, or investment contracts; customer service issues or processing delays; difficulties encountered with savings products or online banking services; and challenges to fees or commissions. Our objective is to cover the widest range of situations to offer you a unique solution for all your procedures.
Is my personal and financial information secure with SATIS?
Yes, the security of your information is a top priority for SATIS. Each SATIS user has a standard profile that ensures their identification and grants them specific access rights to the application's functionalities. The application replaces manual procedures with an electronic system for managing sensitive data. Administrators manage system configuration, including the input of necessary data and user account management. Furthermore, the system can be configured to use secure SMS notification APIs , and your personal information (name, first name, phone number, email) is collected in a structured manner via forms.
What are the claim processing times?
Claim processing times on SATIS are managed and monitored. For each "claim object," an estimated processing time in days is defined by the administrator. The system also allows for configuring recurrence alerts: if the number of claims received within a given period exceeds a tolerated maximum, alerts are sent. Furthermore, it is possible to limit the number of rejections for a claim between the pilot and the processing service to avoid excessive delays. Dashboard reports display cumulative statistics over the last 30 days, including the total number of claims being processed and those already processed.
What happens if the financial institution does not follow up or if I am not satisfied with its response?
If the financial institution does not follow up or if you are not satisfied with the response, the SATIS system provides several mechanisms to handle these situations. If the "Pilot" rejects a claim's processing, a notification is sent to the relevant "Staff" so that new processing can be performed. Additionally, SATIS includes an algorithm to identify claims likely to be duplicates with a defined similarity percentage , allowing the pilot to merge similar claims for more consistent management. "Auditors" have a key role: they verify the client's satisfaction measurement to confirm the accuracy of this measurement performed by the Pilot , thereby ensuring oversight of proper system utilization within the institution.
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