Records Management and Clients Tracking System in Selected Insurance Firms in Metro Manila: Inputs to Improve Operation

The study assessed the effectiveness of records management and client tracking systems in selected insurance firms in Metro Manila and examined their implications for operational improvement. Anchored on the Records Lifecycle Theory of Schellenberg and Customer Relationship Management Theory of Buttle, the study investigated records management in terms of document classification and indexing, filing and indexing systems, records storage and preservation, access and retrieval control, data privacy and security control, and records retention and disposal policy. Likewise, the client tracking system was evaluated in terms of client information database management, policy renewal monitoring, claims and service ticket tracking and updates, communication and feedback mechanisms, and unified client profiles. Using a descriptive research design, data were gathered from 151 respondents composed of management personnel, staff, and clients from selected insurance firms in Metro Manila. Results revealed that records management practices were generally assessed as Highly Evident, with data privacy and security control obtaining the highest assessment. Document classification and indexing, filing systems, records storage and preservation, access and retrieval control, and retention and disposal policies were likewise rated highly. The findings indicate that effective records governance and client tracking mechanisms contribute significantly to operational efficiency, regulatory compliance, information accessibility, and service quality. Based on the findings, an operational improvement plan was developed to strengthen records governance, enhance client tracking capabilities, and improve organizational performance.

Records Management, Client Tracking System, Insurance Firms, Data Privacy, Information Governance, Customer Relationship Management

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