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Top Care
Reduce duty of care risk and ensure compliant customer management
Top Care is a module within Onesurance supports organizations in the early recognition of signals from customers who may need extra attention or care. This contributes concretely to customer management that complies with the legal FCA Consumer Duty 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 FCA Consumer Duty a continuous and proactive FCA Consumer Duty on product complexity, impact, and risk.
When a portfolio is transferred, the FCA Consumer Duty remains FCA Consumer Duty 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
Customer management that is demonstrably compliant: proactive identification and follow-up of risk relationships by account managers via agent tasks.
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 compiled into an FCA Consumer Duty(0–100), with the highest scores immediately visible in the action list for account managers.
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.