Motor insurance premiums are rising rapidly in all European countries because of the growth of the number of personal injury claims araising from road traffic accidents. The high cost of motor insurance can cause a number of policy problems for Governments to deal with, and particularly: it encourages some people to drive without insurance, it increases the incidence of insurance fraud, it adversely affects the lives of people and freedom of movement. Mediation, as alternative means of disputes resolution, can represent a solution.A mediator is trained in facilitative skills, and assists the parties to communicate and negotiate, identify common interests and goals, and resolve underlying issues so that the parties are able to come to an agreement themselves. Thus mediation can reduce the number of claims and, consequently, the cost of premiums. In any case the most useful measure to solve disputes is the direct negotiation between plaintiff and defendant. Recognizing the importance of responding fairly and efficiently to clients’ disappointment in the marketplace, many businesses have established effective and innovative systems for resolving consumer complaints.
Complaints handling management in motor insurance / S.Landini. - STAMPA. - (2014), pp. 167-184.
Complaints handling management in motor insurance
LANDINI, SARA
2014
Abstract
Motor insurance premiums are rising rapidly in all European countries because of the growth of the number of personal injury claims araising from road traffic accidents. The high cost of motor insurance can cause a number of policy problems for Governments to deal with, and particularly: it encourages some people to drive without insurance, it increases the incidence of insurance fraud, it adversely affects the lives of people and freedom of movement. Mediation, as alternative means of disputes resolution, can represent a solution.A mediator is trained in facilitative skills, and assists the parties to communicate and negotiate, identify common interests and goals, and resolve underlying issues so that the parties are able to come to an agreement themselves. Thus mediation can reduce the number of claims and, consequently, the cost of premiums. In any case the most useful measure to solve disputes is the direct negotiation between plaintiff and defendant. Recognizing the importance of responding fairly and efficiently to clients’ disappointment in the marketplace, many businesses have established effective and innovative systems for resolving consumer complaints.File | Dimensione | Formato | |
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