34 Finance Monthly Global Awards 2023. KOSOVO Given that our market is primarily driven by Mandatory Third-Party Liability (MTPL) insurance, a significant achievement is that our portfolio is evenly split between obligatory and voluntary products. This balance has been steadily increasing each year. One of our key accomplishments during these years is that over 80% of our clients choose to renew their policies, demonstrating their satisfaction and trust in our services. How has the Insurance industry changed over time and how does the team at Scardian adapt to serve the clients? In general the changes in insurance industry are driven by the regulator based on new economic indicators, technological advances and client’s preferences. During the years of operation there have been several changes in legislation and we were pioneer of these changes and adapted very easily because of our financial strength and team expertise. In our market the insurance industry is a traditional. Basically all the product that the market offers are traditional products, as I mentioned before we have modified some products like CASCO, household, health insurance, etc. Can you tell us what the process is when making sure a client recovers from an accident as you promise they will be able to resume usual life with your help? The claim handling process in our company consists of several straightforward steps. We have established partnerships with nearly all private hospitals and maintain contracts with international assistance services worldwide, ensuring 24/7 support for our clients. Additionally, we collaborate with authorized car dealers both domestically and across Europe. For instance, in the event of a medical emergency requiring hospitalization, our approval process takes mere minutes, and the client incurs no upfront costs as we directly settle payments with the hospital. Similarly, for car accidents, once a claim is reported through our various channels (office, email, phone), we promptly advise the client on necessary actions. Depending on the accident’s nature, the vehicle’s condition, and the extent of damage, we arrange for the car to be taken to a repair shop within the day, again with no immediate costs to the client, as per our terms and conditions. Furthermore, we ensure quality control of the services provided to our clients through our customer service department. The fact that over 80% of our clients return to us for insurance needs speaks volumes about the satisfaction and trust they have in our services. As Scardian offers so many services from car, home, and property to travel insurance can you tell us the process of making sure each area is up to standard providing excellent service in all areas? The Scardian Company always strives to be as close to its customers as possible, a commitment demonstrated best by its widespread presence throughout the territory of Kosovo, with over 50 offices and more than 30 sales points. In addition to our sales points, our clients have the opportunity to access all the services we offer in our offices online as well. Scardian stands out as one of the most recent entrants into Kosovo’s insurance market, quickly rising to leading company among its competitors.
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