2003 Social Report - PDF file - Unipol

THE SERTEL SERVICE
Innovation in claims settlement – an
additional customer service
Sertel is a customer-oriented service
which aims to simplify the management
of a claim and make the claim straight-
forward and simple to submit.
Sertel also oversees the claims and
makes settlements for Linear and
Meieaurora within the Group.
Sertel uses the following management
procedure:
1. the client is able to report the claim
by free-phone (800-993388) without
actually going to an offi ce, speeding
up the process;
2. the network of associated repair
workshops (via IT) means work-
shops can be paid simply and can
also provide additional services to
customers (for example a replace-
ment car).
Sertel settles all TPL/DIC claims involv-
ing only material damage, where no dis-
putes arise about fault, with a ceiling of
€1,600, i.e. the overwhelming majority
of cases. A Database survey carried
out in 2001 on customer satisfaction
indicated highly positive results. Cus-
tomers who go to an associated repair
workshop generally return.
THE SERTEL SERVICE
SECTION III – SOCIAL REPORT
When an accident occurs, the Sertel phone
advisors handle the claim report and indicate
which car repair workshop can do the
repair job quickly and without any payment
in advance.
Customers need only do three simple
things:
1. Call the free-phone number
800-99.33.88
2. Take the car to the approved repair
workshop chosen from those indicated
by the operator
3. Collect the vehicle a few days later, when
the repairs have been carried out.
Sertel has an IT link-up with many repair
workshops throughout the country. Workshops
guarantee a quality repair job. Unipol
customers are given preferential terms and
additional services.
Above all, the job is done quickly and without
any advance payment.
The Sertel service includes all aspects:
it collects the claim report information
it ascertains the damage directly with
the assistance of the car repair workshop
it ensures fast repair of the damage
it pays the workshop directly.
Unipol agencies provide complete information
on the advantages of the Sertel service.
[ Unipol Assicurazioni | Social Report 2003 – Edition Summary ] 31