{"id":3349,"date":"2025-06-05T14:00:59","date_gmt":"2025-06-05T14:00:59","guid":{"rendered":"https:\/\/teledeskgroup.be\/hoe-teledesk-group-kan-bijdragen-aan-minder-klachten-van-verzekeringsklanten\/"},"modified":"2025-06-05T14:12:10","modified_gmt":"2025-06-05T14:12:10","slug":"comment-teledesk-group-peut-contribuer-a-reduire-le-nombre-de-plaintes-des-clients-d-assurances","status":"publish","type":"post","link":"https:\/\/teledeskgroup.be\/fr\/comment-teledesk-group-peut-contribuer-a-reduire-le-nombre-de-plaintes-des-clients-d-assurances\/","title":{"rendered":"Comment Teledesk Group peut contribuer \u00e0 r\u00e9duire le nombre de plaintes des clients d\u2019assurances\u2026"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Quelques constats tir\u00e9s du <a href=\"https:\/\/www.ombudsman-insurance-annualreport.be\/2024-ombudsman-assurances-rapportannuel\/\">rapport annuel de l\u2019Ombudsman<\/a> :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>En 2024, un total de <strong>8.331 plaintes<\/strong> ont \u00e9t\u00e9 enregistr\u00e9es. Ce chiffre est similaire \u00e0 celui de 2023.<\/li>\n\n\n\n<li>Dans 2.978 cas, le client a \u00e9t\u00e9 redirig\u00e9 vers le service interne de traitement des plaintes de l\u2019assureur ou du courtier. 3.736 dossiers ont \u00e9t\u00e9 examin\u00e9s en profondeur, et une solution a pu \u00eatre trouv\u00e9e dans <strong>57 %<\/strong> des cas.<\/li>\n\n\n\n<li>La majorit\u00e9 des plaintes portaient sur des assurances auto (1.275), des assurances incendie (1.215) et des assurances maladie (928). Les assurances vie (840) et les assurances protection juridique (724) ont \u00e9galement fait fr\u00e9quemment l\u2019objet de plaintes.<\/li>\n\n\n\n<li>La grande majorit\u00e9 des plaintes visent <strong>l\u2019assureur<\/strong>. Seules 11 % concernent un <strong>courtier<\/strong>.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Manque de joignabilit\u00e9 et lenteur du traitement<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Ce qui irrite le plus les consommateurs qui introduisent une plainte, c\u2019est :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>le manque de disponibilit\u00e9 de l\u2019assureur ou du courtier ;<\/li>\n\n\n\n<li>le traitement trop lent des dossiers.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Pas moins de <strong>29 %<\/strong> des plaintes sont fond\u00e9es sur l\u2019un ou l\u2019autre de ces motifs. Et pour les assurances auto, ce chiffre grimpe m\u00eame \u00e0 <strong>35 %<\/strong>\u202f!<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Or, ce n\u2019est absolument pas une fatalit\u00e9. Courtiers et assureurs peuvent en effet faire appel sans difficult\u00e9 \u00e0 Teledesk Group pour rem\u00e9dier \u00e0 ces deux points sensibles. Comment\u202f?<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Joignabilit\u00e9 24h\/24 et 7j\/7<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\u00ab\u202fDe petits manquements administratifs, comme la remise d\u2019un certificat d\u2019immatriculation, d\u2019une attestation de sinistre, ou un manque de disponibilit\u00e9 apr\u00e8s un sinistre\u2026 provoquent de la frustration chez les clients\u202f\u00bb, peut-on lire dans le rapport.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Avec son service d\u2019Assistance, Teledesk Group offre une solution cl\u00e9 en main\u202f: notre \u00e9quipe garantit une <a href=\"https:\/\/teledeskgroup.be\/fr\/dienst\/assistance\/\">joignabilit\u00e9 continue, 24h\/24 et 7j\/7<\/a>, de votre organisation pour vos clients. Nos collaborateurs, qui connaissent parfaitement le secteur de l\u2019assurance, prennent les appels entrants au moment que vous choisissez\u202f: en dehors des heures de bureau, le week-end, ou \u00e0 des moments fixes o\u00f9 vous pr\u00e9f\u00e9rez d\u00e9l\u00e9guer cette t\u00e2che.<br>Pour les organisations de plus grande taille, nous mettons en place des \u00e9quipes d\u00e9di\u00e9es.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Externalisation de la gestion des sinistres<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Chez Teledesk Group, nous disposons d\u2019une large \u00e9quipe de gestionnaires de sinistres exp\u00e9riment\u00e9s. Notre Claims-team est pr\u00eate \u00e0 <a href=\"https:\/\/teledeskgroup.be\/fr\/dienst\/claims\/\">prendre en charge la gestion des dossiers sinistres pour le compte des assureurs et des courtiers<\/a>. Nos sp\u00e9cialistes assurent un traitement fluide, efficace et complet, de A \u00e0 Z.<br><br>Vous \u00eates confront\u00e9 \u00e0 un probl\u00e8me de capacit\u00e9 (temporaire ou structurel) ? Vous recherchez un partenaire professionnel et exp\u00e9riment\u00e9 sur le long terme ? <a href=\"https:\/\/teledeskgroup.be\/fr\/contact\/\">Contactez-nous d\u00e8s maintenant pour un devis personnalis\u00e9<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Faire appel \u00e0 Teledesk Group, c\u2019est investir dans la qualit\u00e9 de votre service client.<br>Et des clients satisfaits, n\u2019est-ce pas l\u2019objectif ultime de toute entreprise qui pense \u00e0 long terme\u202f?<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Pr\u00e8s d\u2019un tiers des plaintes introduites par des clients d\u2019assureurs et de courtiers concernent un manque de joignabilit\u00e9 ou la lenteur excessive du traitement d\u2019un dossier. C\u2019est ce qui ressort du rapport annuel de l\u2019Ombudsman des assurances. La bonne nouvelle\u202f? Teledesk Group propose des solutions concr\u00e8tes pour \u00e9viter pr\u00e9cis\u00e9ment ce type de plaintes \u2014 tant pour les assureurs que pour les courtiers.<\/p>\n","protected":false},"author":6,"featured_media":3347,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[4],"tags":[],"class_list":["post-3349","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-non-classifiee"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Comment Teledesk Group peut contribuer \u00e0 r\u00e9duire le nombre de plaintes des clients d\u2019assurances\u2026<\/title>\n<meta name=\"description\" content=\"Du rapport annuel de l\u2019Ombudsman des assurances ressort qu&#039;un tiers des plaintes pour des assureurs et des 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