Claims management refers to the systematic coordination and processing of insurance claims. The process covers the entire chain from the initial notification (FNOL — First Notice of Loss) through damage capture and calculation to settlement and payout.

In the motor insurance sector, this means specifically: a policyholder reports a claim, a claims handler captures the information, and based on this data, a decision is made whether to proceed with a fictional settlement, assign a workshop, or commission an expert appraisal. How precisely and quickly this decision is made determines both customer satisfaction and the insurer's claims costs.