O papel das convenções na resolução de sinistros e a sua influência nas reclamações

: o caso da Fidelidade Companhia de Seguros, SA

Abstract

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.

Date of Award	12 Jun 2015
Original language	Portuguese
Awarding Institution	Universidade Católica Portuguesa
Supervisor	Susana Silva (Supervisor)