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Abstract(s)
O trabalho final de mestrado enquadra-se no âmbito do estágio integrante do Mestrado em Banca e Seguros, que decorreu na Fidelidade Companhia de Seguros. Este estágio permitiu o contacto com a vertente prática e a aquisição de competências técnicas na área. Neste âmbito, realizou-se um estudo de caso na Fidelidade Companhia de Seguros relativamente ao papel das convenções na resolução de sinistros e a sua influência nas reclamações, com o intuito de abordar o papel e atuação das convenções na conflituosidade, averiguando se as reclamações provêm das convenções entre seguradoras. Com a realização deste trabalho, verificou-se que as convenções não são a principal fonte de reclamações. A autorregulação dos seguros tem prosperado, o que deve ser incentivo à aplicação destas convenções às restantes áreas dos seguros. Assim sendo, salienta-se que a adoção destes protocolos possibilita a resolução dos sinistros de forma mais célere e com um número inferior de reclamações face ao total recebidas durante o período em análise no estudo de caso, deste modo, permite o bom funcionamento do setor segurador na resolução dos sinistros, assim como a prestação de um serviço de qualidade para o cliente.
This report was elaborated in context of the internship conducted at Fidelidade Companhia de Seguros, SA, as part of the Master in Bankimg and Insurance. This internship allowed the contact with the practical aspects and the acquisition of technical skills in the area. In this context, a study was conducted about the case of Fidelidade Companhia de Seguros in the role of agreements in the claims’ resolution and their influence on the complaints, in order to address the role and performance of the agreements in contentiousness, examining whether the complaints had originated from agreements between insurance companies. With this work it was found that the agreements are not the major source of complaints. Insurance self-regulation has prospered, which should be an incentive to implement these agreements to other areas of insurance. Therefore, it is emphasized that the adoption of these protocols allows the resolution of claims more quickly and with fewer complaints compared to the total received during the period under review. Thus, it allows the proper functioning of the insurance sector in the resolution of claims, as well as providing a quality service to the customer.
This report was elaborated in context of the internship conducted at Fidelidade Companhia de Seguros, SA, as part of the Master in Bankimg and Insurance. This internship allowed the contact with the practical aspects and the acquisition of technical skills in the area. In this context, a study was conducted about the case of Fidelidade Companhia de Seguros in the role of agreements in the claims’ resolution and their influence on the complaints, in order to address the role and performance of the agreements in contentiousness, examining whether the complaints had originated from agreements between insurance companies. With this work it was found that the agreements are not the major source of complaints. Insurance self-regulation has prospered, which should be an incentive to implement these agreements to other areas of insurance. Therefore, it is emphasized that the adoption of these protocols allows the resolution of claims more quickly and with fewer complaints compared to the total received during the period under review. Thus, it allows the proper functioning of the insurance sector in the resolution of claims, as well as providing a quality service to the customer.
Description
Keywords
Seguros Sinistros automóveis Meios alternativos de resolução Gestão de reclamações Conflituosidade Resolução de Litígios Insurance Auto insurance claims Alternative ways of resolution Claims management Contentiousness Resolution of litigation