BPO & TPA
Business Process Outsourcing and Third Party Administration
BPO & TPA
With enthusiasm, PACEINGEGNERIA SRL presents its project, designed to support municipalities in adopting an administrative model geared toward significantly reducing the economic costs associated with claims and ensuring effective control over the risks that generate them, while optimizing administrative time.
Headquartered in Vicenza, the company has developed a specialized network for claims management. In-depth knowledge of local markets, combined with accurate program definition and coordination on an international scale, enables PACEINGEGNERIA to offer high-level support to companies of all industries and sizes, anywhere in the world.
Services offered
Major activities include:
- Claims management and pre-liquidation of adverse events
- Automotive Services
- CVT and RCA claims portfolio management
- Management of the vehicle repair process
Customers
PACEINGEGNERIA provides service excellence to different types of Clients, including:
- Large multinational enterprises (Italian and foreign)
- Major financial institutions
- Public and private entities
Global Risk Consulting
- A broad and integrated range of Risk Assessment, Management and Financing services.
- Online training paths (e-learning and web-conferencing), with courses delivered through the PACEINGEGNERIA digital platform, on insurance issues and topics of interest to the public sector.
- Dedicated service team.
- In the case of assignment for assistance in claims management, PACEINGEGNERIA will provide a dedicated team of 3 highly qualified professionals. This team, specifically trained for the needs of the Authority, makes use of specialized skills acquired through periodic technical-insurance refresher courses and on procedural and administrative aspects peculiar to the public sector.
Competenze
A key figure in management coordination and supervision of the Team's activities, Dr. Ing. Domenico Maria Pace is distinguished by his extensive experience in Risk Management and excellent skills in claims management and forensic engineering. His in-depth knowledge of issues related to Public Administration RCT claims management allows him to integrate legal and structural skills specific to the public sector with solid technical expertise in insurance.
Ongoing assistance
Direct contact information of all resources dedicated to the service will be provided, ensuring immediate and constant dialogue. In addition, a PEC address will be available for official communications.
Availability
The team will be available Monday through Friday, 9:30 a.m. to 5:30 p.m., at the contact information that will be provided at the time of the assignment.
Expert Network
PACEINGEGNERIA dispone di una rete di periti qualificati e diffusa su tutto il territorio nazionale, selezionata con cura per rispondere alle specifiche esigenze dei propri clienti.
La rete comprende:
- RCA and Primary Insurance adjusters
- Ascertainers and investigators
- Experienced medical examiners
PACEINGEGNERIA guarantees timely interventions at the scene of the accident, with response times between 24 and 48 hours. Assignments are handled within defined time windows, ensuring:
- A high level of satisfaction for injured parties and their attorneys
- The prevention of additional costs and increased complaints
- Contact center and management of relations with injured third parties
It adopts a methodical and structured approach to managing relations with injured third parties, relying on a dedicated contact center service. This enables direct and effective communication, improving the quality of service and facilitating quick dispute resolution.
Operational Methodology
Based on its experience, PACEINGEGNERIA has achieved significant results, including:
- Significant reduction in operating costs.
- Optimization of time for education, evaluation and definition of requests.
- Decrease in compensation litigation.
- Improvement of the institutional image of the Entity toward citizens.
Opening and Instruction of the Practice
The process begins with the receipt of the claim by the municipality. The Entity may transmit the claim via e-mail or PEC, whichever is preferred.
In the case of damage claims addressed directly to PACEINGEGNERIA, the latter will promptly inform the Entity for the necessary expertise assessments, since it is not authorized to handle events not previously reported by the Municipality.
Activity Within 3 Working Days
Opening of the Claim:
- Registration of the position on the management system.
- Communication to the Third Party Injured: Sending a letter of acknowledgement and taking charge, along with the Privacy Policy.
- Documentation Request : The complainant may be asked for:
- Partisan technical reports
- Witness statements
- Photographic materials
- Repair invoices and/or estimates
- Medical documentation related to the clinical pathway
- Supplementary Request to the Entity.
If, during the preliminary investigation, the need for an urgent assessment of the state of the premises arises, PACEINGEGNERIA will arrange an inspection by qualified personnel.
Management of the Claim: Assessment and estimation of damages
PACEINGEGNERIA will employ qualified expert witnesses to assess and evaluate damages, as well as physicians and legal advisors to determine damages related to personal injury, ensuring a complete and accurate investigation. Once responses to the submitted claims have been received and all documentation has been analyzed, the initially scheduled reserve will be updated if necessary.
Drafting the analytical report
Upon the conclusion of the investigation, an analytical report will be prepared and included in the claim file. The case summary sheet will contain the following essential elements:
- Subjects involved.
- Detailed description of the event.
- Type of damage incurred.
- Testing for material causation between the event and the reported consequences.
- Responsibilities of the Entity and possible third parties involvement.
- Quantification of damage.
This summary sheet will enable the Entity to make a comprehensive assessment of the claim, both legally and factually, facilitating the clear identification of all the constituent elements of the tort and related evidence, in order to simplify and quicken the decision-making process for settling the claim.
Practice Management: Processing and Settlement
Upon written authorization from the Municipality, PACEINGEGNERIA will contact the other party to submit a settlement proposal. In the event that the proposal is accepted, settlement and acquittal documents will be prepared and sent to the counterparty, using templates agreed upon in advance with the Entity.
Once the signed documents are received, their regularity and completeness will be checked. Subsequently, the documents will be forwarded to the municipality along with a dedicated notice so that payment can be made.
Identification of Third Party Liability
If evidence emerges from the documentation gathered that indicates the responsibility of third parties, public or private, in the causing of the claim, PACEINGEGNERIA will reject the claim, inviting the injured party or his legal representative to address the responsible third party. All useful references for properly addressing the claim will be provided.
Management of practices above SIR and borderline
In the event that, during the preliminary assessment or at the end of the preliminary investigation, it emerges that the extent of the damage exceeds the SIR (Self-Insured Retention), the entire file, accompanied by the analytical report on the damage, will be forwarded to the Insurance Company via PEC, with simultaneous notification to the Municipality. Files with amounts close to the SIR threshold will be reported in advance to the Company and/or Broker, as a precautionary measure.
Assisted negotiation, mediation and subpoena
In the event that, during the preliminary assessment or at the end of the preliminary investigation, it emerges that the extent of the damage exceeds the SIR (Self-Insured Retention), the entire file, accompanied by the analytical report on the damage, will be forwarded to the Insurance Company via PEC, with simultaneous notification to the Municipality. Files with amounts close to the SIR threshold will be reported in advance to the Company and/or Broker, as a precautionary measure.
PACEINGEGNERIA will offer support to the Entity or its outside legal trustee in the event of:
- Requests to enter into assisted negotiation agreements (ex D.L. 12/09/2014, No. 132).
- Mediation Conciliation Proceedings.
- Subpoenas.
If such inquiries involve claims with damages exceeding the SIR, PACEINGEGNERIA will forward all the documentation gathered and the findings of the investigation to the Insurance Company , notifying the Municipality and the Insurance Broker at the same time.
In the event of legal action by the other party, PACEINGEGNERIA, using its network of contracted attorneys, may, on behalf of the Entity, provide assistance to the municipality during the litigation.
Customer Care Service and Call Center
PACEINGEGNERIA offers the Entity a dedicated customer support service, operating Monday through Friday during the hours 09:30-13:00 and 14:30-18:00, with the availability of a dedicated email address.
The management of relations with injured third parties will be entrusted to a single contact person, responsible for the entire life cycle of the claim. Established experience in negotiating with counterparts is a key element in encouraging friendly settlement of disputes, avoiding litigation and appeals to the Authorities, resulting in cost savings for the Authority. Special care will be taken in drafting communications to third parties, ensuring clear and transparent content, as well as comprehensible justification of decisions made.
Contact methods and dealings with the municipality
The Municipality will have the opportunity to contact the designated resources at any time during working hours, through telephone, fax and email contacts provided, receiving continuous assistance and support. PACEINGEGNERIA also make itself available to participate in periodic meetings with the Entity's contact persons in order to verify claims management procedures and protocols, optimizing the service provided.
Management of Claims Reservations
Damage estimation will be carried out as early as at the time the claim is taken. The initial reservation will be determined on the basis of available information and documentation received at the time of the claim. The claims adjuster will calculate the foreseeable economic outlay taking into account factors such as:
- Possible concurrent liability.
- Jurisprudential guidelines.
- Possible recourse cases.
- Probable future development of the damage.
- Litigation risk.
Reserves will be updated on an ongoing basis and following any new information or findings emerging during the investigation.
Periodic Reporting
PACEINGEGNERIA will transmit quarterly a detailed report, in Excel format, containing newly reported claims and related updates on ongoing cases. There is provision for configuring customized reports, tailored to the specific needs of the Entity, to ensure a clear and complete view of relevant data. Through this reporting, the Entity will have useful tools for effective management and constant monitoring of claims.
Additional services:
Damage prevention and fraud prevention activities
Based on the statistical damage analysis and reports, PACEINGEGNERIA will support the municipality in risk analysis and mapping.
The analysis will focus on:
- Analysis of the frequency and type of events over time.
- Study of event dynamics to identify the highest-at-risk areas.
- Analysis of the time between the event and the claim to estimate future compensation.
- Assessment of economic damages, both those defined and those still outstanding.
- Data collection useful to require appropriate insurance coverage from the suppliers and contractors involved.
- Fraud prevention by cross-referencing data on adverse events to identify potential fraudulent attempts.
Training and updating for the Entity's staff.
PACEINGEGNERIA offers a management model that involves continuous interaction between the municipality and the specialized external provider in order to optimize the assessment, determination, and sharing of the activities to be undertaken for each case. This approach implies the need to promote a risk culture within the Entity, identifying tools and solutions for effective claims management and risk prevention.
The goal is to provide training that will help Entity staff improve risk management, with concrete benefits both in terms of reducing overall costs and in improving the relationship with citizens and the reputation of the Entity.
The training plan will be annually agreed with the municipality and will include:
- Institutional courses of 4 hours each, focusing on the topics listed in the next section
- 140 hours of online training or Webinars
Target audience: Technical and administrative staff responsible for managing adverse events.
Main contents:
- Risk management and damage prevention.
- Civil liability regulations.
- Legal and case law updates.
- Insights into specific topics, such as quantification of pecuniary and non-pecuniary damages.
- Risk Management related to roads, public green and damage to the Authority's assets.
Remote learning to ensure continuity of learning, without the need for travel, directly from the workstation to guarantee continuous training that is integrated with staff's daily activities.