Direct compensation one year later

Bersani Decree-Law No. 181 of May 18, 2006, introduced a new way of operating in the elementary lines of business, particularly motor liability: direct indemnity. While this legislation has certainly affected the speed and timing of compensation for the insured and thus also customer satisfaction, it has also brought about major changes in insurance companies. In this context, it is highlighted how the claim, previously seen only as a source of cost, could turn into a real business opportunity. The multimandatory dimension and the prohibition of exclusivity in non-life lines of business could certainly tighten competition between companies and make the distribution network a critical element in achieving a sustainable competitive advantage. To have an efficient distribution network, however, one must first have a functional supporting organizational structure. In particular, direct compensation may require the identification of new criteria for the division of competencies and tasks of the compensation process among claims adjusters, agents and external services (call centers) that know, in addition, how to respect undoubted constraints related to efficiency. It is therefore substantiated how the search for new organizational models aligned with the business is of fundamental importance to formulate a competitive offer based primarily on services without, however, neglecting the rationalization of structural costs.