The Claims Call Center is a structure that offers a high level of flexibility and effectiveness in the provision of services targeted at the insured, who can, for example, report a claim simply and quickly, ask for updates on the status of the claim, request instructions in the case of medical assistance, call out a locksmith/plumber in the case of comprehensive household policies.
The Call Center also acts as the link between the various parties involved in the handling of the claim, carrying out activities that typically require the managing of contacts and communications and therefore playing an important role as facilitator in the overall process.

Some of the services that can be delivered:

- Claims opening:

• The opening of claims through the Call Center is a useful additional channel in the case of many Companies to offer a direct service to certain groups of insureds who have a lesser connection with the sales channel or specifically for certain types of claims for which the Company wishes to set up a specialist service that involves, for example, the use of agreed structures or access to the data from a satellite device.
• The opening of claims via the Call Center is an important role for claims reported by fax or email by the sales channels. The latter therefore maintain a direct relationship with the client but delegate the activity of opening the claim to the Company. The Call Center deals in these cases with managing any claims that are incomplete or illegible and leaves the Claims back-office to deal with the opening of claims. This option is particularly beneficial for sales channels such as Banks, concessionaires, multi-mandate agencies and brokers who thus have the opportunity to make the application and process of the Company transparent.


- Claims information:

• The Claims Information service can be used by:

• Interview with the insured: in the case of CARD claims automatically opened by flow or in the case of third-party motor liability (RCA) claims reported by the other party through a compensation claim, the Call Center contacts the insured or sends a letter requesting a report. The Call Center conducts the interview and gathers all the documentation that enables the back office to respond to the CARD flows.

• Information on policies: the policy information service has been designed to support insureds who have signed policies sold through sales channels with less expertise (e.g. concessionaires) and offers assistance in terms of miscellaneous information on covers and handling procedures.