Thanks to the collaboration between personnel involved in claims settlement and top managers, we have defined a comprehensive document based on the following principles: ❚ focus on the service provided to clients ❚ independence, to avoid conflicts of interest between parties involved in the management of the claim and to make the process more effective and efficient ❚ specialisation and skills of our people, through training and awareness programmes ❚ cross-functional collaboration between different organisational areas in the interest of the client ❚ automation and quality of data on claims, to obtain more accurate information enabling us to further streamline the processes.