Luis Charlo mapfre

Luis Charlo Deputy Regional Director for Erope Mapfre Asistencia ( Spain ) Friday, 3 September 2010

Claims Settlement – Experience in MAPFRE Luis Charlo Hydra, September 3 rd 2010

1- MAPFRE and MAPFRE ASISTENCIA 2- MAPFRE’s Direct Claims Settlement in Spain 3- Innovation in claims settlement processes 4- Exporting the Direct Claims Settlement model 5- Challenges in claims management

2009 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],MAPFRE and MAPFRE ASISTENCIA ,[object Object],MAPFRE 1

[object Object],[object Object],[object Object],[object Object],MAPFRE and MAPFRE ASISTENCIA ,[object Object],MAPFRE ASISTENCIA 1

MAPFRE’s Direct Claims Settlement in Spain 2

MAPFRE’s Direct Claims Settlement in Spain ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],¿Why did Direct Claims Settlement agreements emerge? 2

Direct Claims Settlement in Spain ,[object Object],First agreement - CIDE 2 High number of claims going to court only to resolve material damages Traffic accidents managed as civil proceedings on court It gives impulse to the agreements January 1 st 1988 : CIDE agreement starts

¿What is the CIDE agreement? Direct Claims Settlement in Spain ,[object Object],CIDE: C onvenio de I ndemnización D irecta E spañol Target: Direct settlement of the claim to the insured involved in a car accident, and that based on responsibility assignment regulations and internal market/sector criteria is not responsible for it. 2

Basic principles of the CIDE agreement Direct Claims Settlement in Spain ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],2

¿When can the CIDE agreement take place? ,[object Object],[object Object],[object Object],[object Object],[object Object],Direct Claims Settlement in Spain ,[object Object],2

[object Object],[object Object],[object Object],Direct Claims Settlement in Spain ,[object Object],¿When can the CIDE agreement take place? 2

Direct Claims Settlement in Spain ,[object Object],May 1 st 1990 second agreement: ASCIDE starts Supplementary Agreement to CIDE: It is signed with the aim of resolving those “CIDE” claims without or without an accurate or complete DAA Friendly Accident Notification Form A cuerdo S uplementario del convenio CIDE 2

¿When can the ASCIDE agreement take place? Direct Claims Settlement in Spain ,[object Object],ASCIDE agreement is based exactly on the same principles of the CIDE agreement, but it is not mandatory to fullfil the DAA. It is a compilation of regulations and resolutions from the Supervision and Arbitration Commission generated during the years of life of the agreements Not filling the DAA may present different versions of the circumstances. For resolving it a Criteria Manual was developed with additional subsidiary regulations 2

Resolution phases for both CIDE/ASCIDE agreements Direct Claims Settlement in Spain ,[object Object],Friendly phase Dialog phase Supervision and Arbitration Commission Most of the claims are settled in this phase Versions and assignment of responsibility not clear. Specialized claim handlers have to participate in order to decide Resolves all unresolved versions from the previous phases 2

Direct Claims Settlement in Spain ,[object Object],Main Figures CIDE and ASCIDE MAPFRE in Spain 2 December 2009 June 2010 Total number of files managed CICOS module payment 327,427 172.438 CICOS module recovery 394,588 203.635 TOTAL 722,015 376,073 Files resolved in Dialog or Commission phases Dialog 5,699 1,889 Commission 100 27 Friendly phase Dialog phase Supervision and Arbitration Commission

Direct Claims Settlement in Spain ,[object Object],Advantages for Insurance Companies 2 ,[object Object],[object Object],[object Object],[object Object]

Direct Claims Settlement in Spain ,[object Object],Advantages for Policy Holders ,[object Object],[object Object],[object Object],2

Innovation in claims settlement processes 3

Innovation in Claims Settlement process ,[object Object],3 ,[object Object],[object Object]

[object Object],[object Object],[object Object],[object Object],Innovation in Claims Settlement process ,[object Object],Drive-In Assessment Centers: 3

Innovation in Claims Settlement process ,[object Object],MAPFRE Service Centers ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],3

Accident takes place Claim notification to MAPFRE Going to repair shop Damage assessment Repaired vehicle in repair shop Repair Customer perception Traditional Claims Cycle Claims service settlement Innovation in Claims Settlement process ,[object Object],MAPFRE presence Not MAPFRE presence 3

Accident takes place Contact MAPFRE Replacement vehicle MAPFRE takes care of the repair MAPFRE Guarantee MAPFRE Service Center Customer perception Innovation in Claims Settlement process ,[object Object],Service Center Claims Cycle Claims service settlement Take the repaired car Leave the replacement vehicle MAPFRE presence Not MAPFRE presence 3

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],MAPFRE Service Centers: Innovation in Claims Settlement process ,[object Object],Centro de Servicio de Alcalá 3

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Innovation in Claims Settlement process ,[object Object],MAPFRE Service Centers: Centro de Servicio de Alcorcón 3 Centro de Servicio de Alcorcón

Exporting the Direct Claims Settlement Model 4

Exporting the Direct Claims Settlement model ,[object Object],MAPFRE ASISTENCIA looking forward to offer the best solutions to its Clients, is always challenging the circumstances and adapting proven MAPFRE experiences to other markets. A good example is the development and implementation of a Direct Claims Settlement Agreement in Panamá for several insurance companies, through our subsidiary PANAMA ASISTENCIA, based on MAPFRE’s Spanish experience and know-how. It was launched in 2007 and the companies that currently are under the Direct Claims Settlement Friendly Agreement are: HSBC, Fedpa, ANCON, Suramericana and Nacional. Exporting MAPFRE experience: 4

Exporting the Direct Claims Settlement model ,[object Object],Spanish Friendly Agreement declaration form was adapted by MAPFRE ASISTENCIA to the local Panamanian requirements and a Responsibility assignment matrix was developed according to the Panamanian legislation. 4

MAPFRE ASISTENCIA Claims declaration Accident Scene: File The Claim And Photos Our Contact Center Customer Client Company Exporting the Direct Claims Settlement model ,[object Object],4

Exporting the Direct Claims Settlement model ,[object Object],Change the mentality of drivers was the most important challenge: 1. Hot line for communicating an accident 2. Expert is sent to the place of accident 3. Friendly Claim Form is filled and signed 4. Pictures are taken on the spot 5. PANAMA ASISTENCIA evaluates the form and applies Responsibility Matrix 6. Information loaded on the web (developed by MAPFRE ASISTENCIA) 7. Information is sent to Claims Departments 8. 72 hrs. to decide accepting the decision 99% of claims are accepted by members Damaged car is indemnified by third party company 2.000 claims are managed monthly by PANAMA ASISTENCIA  aprox. 500 are managed through the Direct Claim Settlement Friendly Agreement 4

PRESENTACION CORPORATIVA 2010 Exporting the Direct Claims Settlement model ,[object Object],[object Object],4

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Direct Claim Settlement Advantages obtained by Insurance Companies members: Exporting the Direct Claims Settlement model ,[object Object],4

Challenges in claims management 5

Challenges in Claims Management ,[object Object],5 ,[object Object],[object Object],[object Object],[object Object],[object Object]

Challenges in Claims Management ,[object Object],Mechanical Breakdown Insurance coverage commercialised as an added value within the Motor Insurance Policy, covering the cost of the repairs of mechanical and electrical failures, covering both, the cost of the spare parts as well as labour cost. 5 ,[object Object],Accident Breakdown Cost of Repairs Yes Assistance Yes Yes

[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Why is it a challenge? Challenges in Claims Management ,[object Object],5

Advantages Challenges in Claims Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],5

1- MAPFRE and MAPFRE ASISTENCIA 2- MAPFRE’s Direct Claims Settlement in Spain 3- Innovation in claims settlement processes 4- Exporting the Direct Claims Settlement model 4- Challenges in claims management

Luis Charlo mapfre

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