2003 Social Report - PDF file - Unipol

SECTION III – SOCIAL REPORT
CLAIMS
The claims management at Unipol is governed by the following organizational
decisions:
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claims can be made by free-phone (Sertel 800-993388);
customers may go to an associated repair workshop;
claims involving solely material damage are settled directly by Sertel;
settlement offi ces (Group Settlement Centres) settle claims involving injury
or in sectors other than TPL in conjunction with lawyers. There are 63 Cen-
tres in the territory;
due to their specifi c nature, for some claims in Non-motor lines of business
the head offi ce deals with the settlement directly (and promptly).
This is a tried and trusted organizational set-up. The table opposite shows how
claims are handled. In the opening months of 2002 the Sertel Centre was given
an extended role in settling claims with nationwide coverage.
The Sertel Centre has reduced the time required to settle claims, for Sertel an
average of 5 days (against 20 with conventional methods).
This shows the advantage of the
free-phone number.
CLAIMS SETTLED BY UNIPOL
2001 2002 var%
by Sertel 67,063 75,577 12.7%
by local offi cies 132,055 122,424 -7.3%
by headoffi ce staff 9,659 18,610 92.7%
Total 208,777 216,611 3.7%
During 2002 the time required to settle a claim improved by
1.3%, and is now 68.2%. This was achieved for material dam-
age by Sertel and through speeding up claims with personal
injury.
[ Unipol Assicurazioni | Social Report 2003 – Edition Summary ]