The Disputes Tab: Your Rights, Explained by AI Before You Decide Anything

Informed, Not Intimidated

When a customer feels unhappy about their EEK experience, the least helpful thing EEK can do is make the disputes process confusing or opaque. The Disputes tab in the customer portal includes an AI guide that explains — clearly, without legal jargon — what grounds are valid for a formal dispute, what evidence the customer should prepare, what the process involves, and what their rights are under the Consumer Guarantees Act and the Fair Trading Act.

The guide is interactive. The customer can ask questions: "Can I dispute a charge I think is too high?" "What if my insurer already paid — do I still have rights?" "What happens if EEK and I cannot reach agreement?" The AI answers accurately, based on the actual legal framework.

Before a Dispute Is Raised

Many concerns that feel like disputes at first contact can be resolved through a conversation — clarifying what a charge covers, understanding the timeline, or receiving an apology for a communication failure. The AI guide prompts customers to consider whether their issue might be resolvable before a formal dispute is raised. This benefits both parties: the customer gets faster resolution, and EEK gets the opportunity to address a genuine service failure without the dispute escalating unnecessarily.