2003 Social Report - PDF file - Unipol

SERVICE PROVIDERS
[ Unipol Assicurazioni | Social Report 2003 – Edition Summary ]
SECTION III – SOCIAL REPORT
To settle claims the Company works with external professionals, self-employed
experts and craftsmen and other important fi gures for customers inspiring trust.
These service providers fulfi l an important function in terms of preventing fraud.
Close contact with the parties involved (including witnesses), and the analy-
sis of the dynamics of the accident often prevent fraudulent claims from being
made.
Surveyors are qualifi ed professionals in their respective
professional Registry. They estimate the damage, an ac-
tivity which impacts on customer satisfaction and on the
rate of fraudulent claims. In the opening months of 2003
the Group is creating a network of experts, whose work will
be simplifi ed considerably by the services provided by Ser-
tel: the expert is contacted by phone immediately after sub-
mission of the claim. Unipol intends to strengthen this net-
work and encourage loyalty among the experts in order to
improve the technical and professional services provided to
customers.
Car repair workshops are craftsmen working in the market-
place. Most work with Unipol on the basis of a special Agree-
ment. At the end of 2002 Unipol created a direct link-up with
about 2000 repair workshops through the Sertel service, with
the settlement of claims using IT tools. About one thousand al-
so provide additional services such as replacement car and pri-
ority for repairs to Unipol customers. The approval of Law 273
(making invoicing compulsory) has produced other benefi ts for
customers who agree to go to an associated workshop. Through the IT system,
the customer is given the repaired car without spending any money at all.
Medical examiners are tried and trusted professionals who estimate injury fol-
lowing an accident giving rise to a claim. Generally they are experts in forensic
and insurance medicine, but specialists for certain types of injury may also be
called upon. There are about 200 medical examiners who work with the Group.
The Group is currently organizing the network of medical examiners, with selec-
tion based on expertise and attention to the claim. Prompt, courteous service
is a prerequisite. The network will also strengthen the Group relations with the
most highly qualifi ed medical examiners.
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