Study on injured clients: telephone interviews with motor and household policyholders are carried out through ICEA (research centre for insurance companies) and other prestigious external research institutes to know in detail (measured) their perception of the service received in the handling of the claims, but also their company loyalty and expectations, etc; · Quality Committee: every three months the Marketing Department and the managers of the claims management centre meet to evaluate the results of the quality studies and to identify measures to improve the service; · Call Centre Reports: daily survey of the level of answer and of the service offered by the call centre in terms of speed and availability in handling clients, agents and administration offices.