Top Care

Top Care: Reduce duty-of-care risk and ensure compliant customer management

Top Care is a module within Onesurance that supports organizations in recognizing early signs of customers who may need extra attention or care. Specifically, this contributes to client management that meets the legal duty of care and minimizes the risk of complaints or reputational damage.

What does Top Care do?

Top Care detects duty of care risk based on:

• High claims burden in a short period of time

• Many mutations within the policy structure

• Complaints or repeated contact without clear conclusion

• Clients with complex family compositions or ZZP structures

Every relationship gets:

• A duty of care score

• Explanation of triggers for extra attention

Why is this important?

• The AFM prescribes a continuous and proactive duty of care based on product complexity, impact and risk.

• When portfolio is transferred, the duty of care remains with the receiving party.

• Top Care translates these requirements into up-to-date, data-driven monitoring of 100+ signals.

• The dashboard provides instant insight into the number of relationships with high duty of care scores, provided with an explanation and segmentation by profile.

Practical applications

• Client management that is demonstrably compliant: proactive identification and follow-up of risk relationships by advisor or through agent duties.

• Preventing escalations and complaints: timely action on repeated behavior or clear signals.

• Monitor quality of service: quickly see where a client is in danger of falling between the cracks, such as underinsurance.

• Relevance in audits and quality monitoring.

Case example

• The model recognizes situations such as underinsurance by comparing policy data with public sources such as CBS and WOZ.

• Signals are aggregated into a duty-of-care index (0-100), with the highest scores immediately visible in the advisor action list.

• Possible actions and advice include sending an contents value meter or following up with telephone contact.

How is this displayed?

• Dashboard: overview of duty of care top score (e.g. 990 relationships with high score), total commission and segmentations.

• List of Top Care relationships, direct explanation per relationship why extra attention is required.