It started out as a collaboration in three countries and expanded to a sizeable strategic partnership within a few years. Mutua Madrileña has been a customer of CED Cross Border Claims (CBC) since 2019, and nowadays CED CBC handles international claims for this Spanish insurance giant in nearly 20 European countries. ‘And the future of our collaboration looks promising,’ says Irene Arce, senior claims handler at Mutua Madrileña.
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Since opening in 1930, Mutua Madrileña – also known as La Mutua – has become the biggest insurance group in Spain with over 13 million clients. La Mutua offers a wide range of insurances, including car, life, and medical insurance, as well as retirement and investment products. Their head office is based in Madrid, and the insurer is the namesake of the yearly ATP tennis tournament, Mutua Madrid Open.
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Flexible and solution-oriented
‘CED CBC understands the local context of each case, has thorough insights into the unique circumstances of each country, and always responds quickly and accurately,’ is how Irene Arce summarises the success of the relationship. As senior claims handler of Mutua Madrileña, she has been closely involved in the collaboration with CED CBC for years. ‘We also appreciate the professionality of the teams at CED CBC and the short lines of communication, as well as the personal contact.’ Both organisations also collaborate proactively when it comes to cybersecurity, to ensure that data exchange between countries and systems is not only fast but also safe. ‘Sometimes you would want problems to be fixed quicker,’ Irene Arce says as a sidenote. ‘But the processes are bureaucratic, and the complexity of international legislation can easily cause delays. Luckily, we are always in close contact, and the collaboration is flexible and solution-oriented. When a case is stuck, the managers of both organisations immediately get in touch to find new directions towards a solution.’
Great potential for the future
The collaboration between CED CBC and Mutua Madrileña is based on trust, professionality, and shared ambitions. Both parties acknowledge that the world of international claims is dynamic. As such, there is a great need for continuous knowledge development – and that is exactly what makes the work so interesting, according to Irene Arce: ‘The market is constantly changing. That is a challenge, but also an opportunity to keep improving. CED CBC has a proactive attitude in that. Their support goes beyond just claims handling, now that CED CBC also supports us in establishing new offices outside of Spain.’ The partners see great potential for the future. ‘As long as CED maintains – or even exceeds – the current standard, the future of our collaboration looks promising,’ concludes Irene Arce.