In each area we have developed the following tools and processes, which play a key role in optimising the claim settlement procedure: — a highly-specialised organisational model for claims, implemented to achieve excellence in claim management; — human capital enhancement, through the training of assigned personnel and ongoing cooperation among the various technical functions involved; — automation and digitalisation of procedures; — systematic controls to ensure value creation for all of our stakeholders; — specialised technical areas, identified to provide accurate responses on important issues in managing the customer relationship, such as anti-fraud measures, management of injury claims, disputes and recoveries; — continuous improvement of the Customer Experience, by innovating procedures and customer service.