A final response is the firm’s own account of whether it acted fairly.
Before judgement begins, someone must establish what the complaint engages — and check what the file evidences against each point.
Outcomer prepares the complaint for them.
Your officer opens a Case Orientation Report, not a raw file.
Every requirement the complaint engages — the DISP rules, the Consumer Duty outcomes, and your own complaint-handling standards — identified for consideration, with the evidence on the file set against each one. It states the position on each requirement. It never reaches the outcome.
Two rails, clearly separated. The statutory and regulatory requirements for the jurisdictions you write in, and your own handling standards alongside them. Your handler can see at a glance which findings carry regulatory exposure and which are your house rules.
It reports the file, not the handler. It states what the record shows and what it does not — never what anyone did or decided.
It can be run at the beginning, and again whenever the claim is updated, to orientate the handler. Requirements that did not exist at intake appear with their own deadlines, and evidence that was absent becomes present.
Escalated complaints are nearer to pure preparation than most claims work — most of the time goes on reconstructing what happened and locating what evidences it, before any view is formed. Outcomer does that work. That time returns to the assessment you employ them to make. Judgement minutes are unchanged; every minute saved is preparation.
An estimated 41% less time on each claim —
around 70% more capacity from the same team.
Estimated from a task-level decomposition of an escalated complaint at the point of a final response, taking the conservative end of each range and including the time to run and read the report. Judgement minutes are unchanged — the saving is all preparation. These are our figures, not measurements on your claims; we go through the working against your own case timings in the demo.
Two sets of requirements govern an escalated complaint, and the report names both. Your standards sit in your own configuration only. Nothing derived from them enters the shared regulatory corpus, and no other client’s configuration can draw on them.
The DISP rules and the Consumer Duty outcomes — time limits, required content, referral rights and the fairness standard. Public, built once, and this is the one requirement set we already hold. You review it and sign it off.
Your complaint-handling standards, redress methodology, authority limits and escalation triggers. You confirm the rendering represents your manual.
Maintenance is agreed at the same time — we monitor the instruments, decompose any change, you sign it off, and it applies from the effective date. Requirements are date-gated, so a complaint from 2021 is examined against the rules as they stood in 2021.
An orientation layer that sits alongside your claims administration system. Outcomer does not replace or write to it. It reads the file and states the position; your handlers decide and update the record. No migration, no change to how claims are administered.
Outcomer deploys as a container inside your own environment. The software and the model run in your estate, and nothing about the claim leaves your tenancy.
Built to fit your claims workflow. Outcomer can operate as a standalone workflow during evaluation, or integrate with your existing claims-management environment so the Case Orientation Report becomes another part of the officer’s existing workflow.
We will show you a Case Orientation Report, walk through how the matrix is configured and signed off, and go through the capacity estimate against your own case timings.