Customer trust practice library32
AssessMAP-01
Consumer-impact inventory
Identify every AI-assisted interaction or decision that may affect an applicant, policyholder, claimant, beneficiary, producer, or third party.
DesignMAP-02
Decision journey and touchpoint map
Map what the consumer experiences from data collection through decision, notice, question, correction, review, and resolution.
OperateMAP-03
Consequence and vulnerability assessment
Rate financial, coverage, safety, timing, dignity, and accessibility consequences, including heightened impacts for vulnerable consumers.
ImproveMAP-04
Jurisdiction and obligation map
Connect each use case and communication to applicable insurance, privacy, accessibility, consumer-protection, and recordkeeping requirements.
AssessNOT-01
AI involvement disclosure rule
Define when, where, and how the organization explains that AI materially supported an interaction, recommendation, or decision.
DesignNOT-02
Plain-language decision notice
State the decision, its effect, effective date, principal reasons, available evidence, contact path, and review rights in usable language.
OperateNOT-03
Factor and evidence explanation
Describe the decisive factors and relevant information without vague categories, unsupported causality, or disclosure of protected security details.
ImproveNOT-04
Channel timing and accessibility
Deliver notices at the right time through accessible, durable, language-appropriate channels that fit the insurance transaction.
AssessEXP-01
Audience-calibrated explanation
Tailor depth and terminology for consumers, representatives, frontline staff, reviewers, and regulators while preserving a consistent factual core.
DesignEXP-02
Fidelity and reason-code validation
Test that explanations accurately reflect the actual system and decision process, including model, rules, data, and human judgment.
OperateEXP-03
Actionable next-step guidance
Tell consumers what they may do next, what information could matter, deadlines, assistance options, and how to request human review.
ImproveEXP-04
Consistency across channels
Align digital, letter, email, voice, agent, adjuster, producer, and complaint-channel explanations and escalation paths.
AssessREC-01
No-wrong-door intake
Accept questions and disputes through any supported channel and route them without forcing consumers to understand internal ownership.
DesignREC-02
Human review and escalation
Provide qualified human review with sufficient authority, evidence, context, independence, and time to change or uphold an outcome.
OperateREC-03
Evidence correction process
Enable consumers to identify inaccurate, incomplete, stale, or misattributed information and track correction through affected systems.
ImproveREC-04
Appeal resolution and response
Use defined service levels, decision standards, documentation, independence, communication, and closure evidence for contested outcomes.
AssessINC-01
Accessibility and language access
Design content and channels for disability access, language needs, literacy variation, device constraints, and assistive technology.
DesignINC-02
Vulnerability accommodations
Recognize and respond to hardship, catastrophe, displacement, cognitive or health needs, financial distress, and representative assistance.
OperateINC-03
Representative user testing
Test comprehension, effort, confidence, accessibility, and actionability with people representative of the intended population.
ImproveINC-04
Assisted and offline alternatives
Offer meaningful human, telephone, paper, agent, or other alternatives when digital self-service is unavailable or unsuitable.
AssessFRN-01
Representative scripts and guidance
Give agents, adjusters, service teams, producers, and complaint staff accurate scripts, limits, handoffs, and escalation triggers.
DesignFRN-02
Training and authorization
Require demonstrated ability to explain decisions, protect information, recognize consumer needs, document contact, and escalate correctly.
OperateFRN-03
Vendor and distribution alignment
Contractually align third parties on notice content, timing, accessibility, records, complaints, corrections, reviews, and change notification.
ImproveFRN-04
Complaint and regulator coordination
Connect frontline recourse with formal complaint, market conduct, legal, compliance, and regulator-response processes.
AssessMON-01
Notice and decision traceability
Retain the decision, version, factors, data lineage, human actions, notice delivered, channel, timing, and subsequent review history.
DesignMON-02
Complaint and appeal analytics
Analyze volumes, reasons, populations, channels, reversals, delays, recurrence, and root causes without treating low complaints as proof of safety.
OperateMON-03
Outcome disparity monitoring
Look for material differences in notices, access, review, correction, appeal, resolution, and outcomes across relevant groups and contexts.
ImproveMON-04
Change and version control
Revalidate consumer communications and recourse whenever models, rules, data, vendors, workflows, channels, or obligations materially change.
AssessGOV-01
Trust policy and ownership
Set principles, decision rights, minimum controls, accountable owners, risk tiers, exceptions, and evidence standards for customer-facing AI.
DesignGOV-02
Pre-release consumer experience gate
Require proof of understandable notice, accurate explanation, accessible channels, trained staff, functional review, and monitoring before launch.
OperateGOV-03
Material-change reassessment
Repeat impact, notice, explanation, accessibility, recourse, testing, and approval when the system or context changes materially.
ImproveGOV-04
Executive and board reporting
Report material customer impacts, complaints, appeals, reversals, disparities, control exceptions, remediation, and decisions requiring authority.