Compensation – making a key step easier

Over their lifetime, companies must deal with many unforeseen events, and a disaster can have substantial consequences on their finances...

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Published on Mar 15, 2022

Over their lifetime, companies must deal with many unforeseen events, and a disaster can have substantial consequences on their finances and teams. Rapid compensation pay-outs and a seamless customer journey are therefore essential in any long-standing business relationship.

Proud to put service, responsiveness, proximity and expertise at the heart of our commitments

  • High-quality service – tailored case handling

    When a customer is hit by a disaster, it is always a difficult moment in the relationship, which serves as a test of our ability to advise, support and compensate, and our service must fulfil their expectations. It is also a treacherous time for the company from a financial point of view, especially when their business has been interrupted. That is why we offer tailored claims handling, with a named manager and inspector, as well as a comprehensive assessment service to suit your situation.

  • Responsiveness and proximity:

    In order to nurture direct relationships built on trust, we have developed our organisation around the values of responsiveness and proximity. Our network of claims inspectors is based throughout the country to ensure we are local to every region of France, thereby enhancing our availability and accelerating our response when a disaster hits.

A claims inspector supports the customer on the ground in handling the claim and carrying out the assessment process. This geographic proximity brings a human face to MMA.

Fabienne Pelosi, Major Claims Manager - France and International at MMA

Assessment – renowned professionals by your side

Our place within the Covéa Group enables us to take advantage of a network of approved service providers, including assessors, lawyers and repair technicians, who specialise in business risk and tailor their response to each business sector.

 

The Compensation Department uses a steering tool that helps it to live up to MMA’s service promise, including time limits regarding declarations and processing, so we ensure we truly do what we say we do.

Corinne Weckenmann, Technical Compensation Team Director at MMA

Our commitments – claims management that goes far beyond mere compensation

Well aware of the challenges, we do all we can to react rapidly and deploy the necessary technical and financial resources to minimise the damages suffered, thereby enabling you to rapidly resume operations.

  1. By your side

    The day after the disaster occurs, we are physically on site or represented by one of our partners.

  2. Support managing your claim

    We identify and implement measures to protect your property and premises (including securing buildings, decontamination and caretaking). We offer our customers feedback (3D scans and drones), which helps to better understand the causes of the disaster (incident report) and bring in our Prevention team to the reconstruction project.

  3. Support resuming business

    Providing technical, economic and financial support, we immediately set to work on solutions to enable the company to resume operations, for example by finding and fitting out new premises, calling on freelance support and fast-tracking orders of replacement equipment.

  4. A dynamic policy on down payments

    After losses are sustained, down payments can help to reconstitute production equipment and get operations back on track (such as ordering replacement equipment, carrying out repair or reconstruction work, and financing a lease for new premises).

Key figures

  • Nearly 320,000 claims from business customers handled each year
  • €1.5 billion paid out to business customers
  • 650 employees specialised in risks facing construction companies
  • 7.8/10 – customer satisfaction score on the rise among business customers

2021 indicators

Focused teams and an agile organisation

  • The department employs 640 people specialised in risks facing construction companie
  • Specialist teams who boast a high level of technical skills and expertise, and are responsive, attentive and accessible
  • An organisation structured by industry and business line: property damage, general liability, automotive professionals and fleets, construction, personal injury, etc.
  • A focused Major Claims team
  • Fully digitised claims handling process that offers flexibility and responsiveness
  • The Compensation Department has become more agile to better reflect MMA’s ambitions and meet your needs.

In the Major Risks team, the case managers are fully empowered to handle the process, make decisions and collaborate with their colleagues, which serves to safeguard highly sensitive major claims.

Fabienne Pelosi, Major Claims Manager - France and International at MMA

Key figures

  • 90% of damages declared have cases opened within five days
  • 84% of communications are handled within five days
  • 89% of phone calls are answered within 15 seconds

 

2021 indicators

Our strengths

  • Renowned technical knowledge and expertise
  • Emphasis on customer satisfaction
  • Organisation structured by business line
  • A unit focused on key accounts and international customers
  • Learnings drawn from the disaster to identify preventive action

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For further information about MMA’s insurance solutions, please contact your insurance broker