Skip to main content

Insurance claims outsourcing and B2B claims management services in Italy

Claim Expert supports Italian insurers, international insurers operating in Italy and public entities with claims handling and settlement services, delivered through modular or full outsourcing models. The service can cover the entire claims lifecycle or selected activities, with specialist capabilities in technical reserving, large and complex claims, fraud prevention, complaints handling, litigation, back-office operations and trusted expert networks.

Claims handling and settlement

Claim Expert can manage the entire claims lifecycle or selected stages of the process through modular or full outsourcing arrangements, defined according to the insurer’s or public entity’s operational requirements and delegated authority.

Claims handling and settlement

modular or full outsourcing
The service may include first notice of loss and claim registration, coverage verification, appointment of external experts, loss assessment, technical reserving, investigation, settlement offer or reasoned rejection, payment, claim closure and reporting to the insurer. The scope can cover the entire claims lifecycle or selected activities.

Technical reserving and ongoing reserve management

Reserves are established after coverage verification and reviewed whenever relevant developments occur throughout the claim lifecycle, in line with agreed procedures and, where applicable, the insurer’s reserving criteria. Reserve adequacy is monitored and reviewed throughout the handling process.

Large and complex claims management

High-value or particularly complex claims are handled through dedicated specialist oversight, ongoing technical reserving and escalation procedures towards the insurer. The handling model is tailored to the characteristics of each claim and the technical expertise required.

Run-off claims management

Claim Expert manages run-off portfolios and outstanding claims through dedicated, time-defined assignments, including pay-per-use arrangements, with the aim of progressively handling the assigned cases and keeping their status up to date throughout the engagement.

Operational services, complaints and litigation

In addition to claims handling and settlement, Claim Expert can manage specific operational, administrative and legal activities as standalone services or as part of a broader claims outsourcing mandate.

Back-office operations and SARC

Claim Expert manages operational activities supporting claims handling, including database management, recoveries and recourse, SARC, CARD debtor procedures, administrative tasks and call centre services. These activities can be outsourced individually or integrated into a broader claims management mandate.

Insurance complaints management

Claim Expert manages ordinary complaints and complaints involving IVASS, handling registration, investigation, preparation of responses, complaints register management, periodic reporting and outcome monitoring on behalf of the insurer.

Insurance Ombudsman proceedings (AAS)

Claim Expert manages proceedings brought before the Italian Insurance Ombudsman (Arbitro Assicurativo – AAS) on behalf of insurers, including receipt of the case, investigation, preparation of submissions and defence documents, compliance with procedural deadlines and management of the outcome. The service does not include assistance to the claimant.

Insurance litigation management

Claim Expert’s internal legal team supports litigation management and coordinates activities with appointed legal advisers, including document collection, preparation of the defence, assessment of settlement proposals and management of the subsequent stages of the proceedings through to resolution.

Fraud prevention, quality control and specialist networks

Claim Expert integrates fraud prevention, quality control and specialist network governance into claims operations through dedicated verification, monitoring and coordination processes.

Insurance fraud prevention and quality control

ISVAP Regulation No. 44/2012

Fraud prevention activities include screening of insurance sector databases, documentary and consistency checks, analysis of fraud indicators and coordination of external investigators in higher-risk cases. Claim Expert also uses tools for the analysis of images, video and audio to identify content that may have been generated or altered using artificial intelligence. The outcome of these analyses supports the investigation process and does not constitute a certification of authenticity or automatic evidence of fraud.

Governance of specialist networks

Claim Expert coordinates a specialist network supporting the different stages of claims handling, including motor and non-motor loss adjusters, medical and technical experts, accident reconstruction specialists, approved repairers, investigators and legal advisers. Network governance includes selection, training, contracting and performance monitoring.

Internal claims audit

Claim Expert performs ongoing file reviews covering completeness, timeliness, accuracy, SLA compliance and reserve adequacy. The control framework combines operational checks, independent sample reviews and continuous internal claims audit activities.

International insurers and cross-border claims

Claim Expert supports international insurers operating in Italy and Italian insurers in specific cross-border claims scenarios, keeping the different operational and regulatory frameworks clearly separated.

Claims representative services in Italy

For EU insurers operating in Italy, Claim Expert can provide claims representation services, including receipt of claims, investigation and file management, preparation of payments and liaison with claimants, appointed experts and counterparties. For compulsory motor liability insurance, the role is governed by Article 25 of the Italian Insurance Code; for other classes of business, the activity is carried out under a contractual mandate.

Fourth Directive claims handling

For accidents occurring in Italy where the injured party is resident in another EU Member State, Claim Expert handles the claim on behalf of the Italian insurer, managing the investigation and coordinating with the claims representative in the claimant’s country of residence under the Fourth Motor Insurance Directive framework.

Green Card claims handling

Claim Expert handles claims on behalf of Italian insurers for accidents occurring abroad and caused by vehicles insured in Italy, managing the case through the procedures established by the Green Card system and overseeing the claim through to resolution.

Training and Claim Expert Academy

Claim Expert develops training and professional development initiatives focused on insurance claims handling and settlement through Claim Expert Academy, its training programme for selected candidates and insurance professionals.

Claim Expert Academy

Claim Expert Academy offers training programmes on insurance claims handling and settlement, combining general courses with specialist modules designed to support the practical application of claims expertise.
Discover Claim Expert Academy

Services for Insurance Intermediaries

Strategic planning and management control

Claim Expert supports insurance intermediaries and agencies with organisational analysis, strategic planning and management control activities, tailored to their specific operational requirements.
Contact us for more information
F.A.Q.

Frequently asked questions about claims outsourcing services

Which stages of the claims process can be outsourced to Claim Expert?
Claim Expert can manage the entire claims lifecycle, from first notice of loss and claim registration through investigation, settlement and closure, or selected activities only. Additional services can include back-office operations, recoveries and recourse, SARC and CARD debtor procedures, complaints management, Insurance Ombudsman proceedings, litigation, fraud prevention and call centre services.
What is the difference between modular outsourcing and full outsourcing?
Under a full outsourcing model, the insurer entrusts Claim Expert with the entire claims lifecycle, supported by a dedicated team and a single point of contact. Under a modular model, only selected activities or stages are outsourced while the remaining functions are retained internally.
Who are Claim Expert’s services designed for?
Claim Expert provides claims management services to Italian insurers, international insurers operating in Italy and public entities. Specific services are also available for insurance intermediaries and agencies.
How is the service organised for a new client?
A dedicated working team is established for each client, combining claims handlers and back-office staff with expertise aligned to the assigned portfolio. The team is coordinated by a Team Leader and supported by a Client Leader acting as the main operational point of contact.
How are large or complex claims managed?
Large or particularly complex claims are handled through specialist oversight, ongoing technical reserving, the involvement of the required technical expertise and escalation procedures towards the insurer. The operating model is adapted to the characteristics of each claim.
Does Claim Expert subcontract claims handling activities?
No. Claims handling mandates are not sub-delegated. Core claims activities are carried out internally, while external professionals such as loss adjusters, medical experts, legal advisers or investigators may be appointed and directly coordinated by Claim Expert as part of its specialist network.

A claims management model tailored to your requirements

Claim Expert’s services can be outsourced individually or combined within a broader claims management model. The operational scope is defined according to the insurer’s or public entity’s organisational requirements, delegated authority and specific claims handling needs.
Request more information
Claim Expert
Claim Expert is an insurance outsourcing company operating in Italy since 2009, specializing in claims handling and settlement and specialist services for insurers and insurance market operators.
Our Offices

Claim Expert

Claim Expert Academy

Info

Latest News

Follow Us