Interview with Mr. Artan Pjetërnikaj, Member of the Board of Directors, Sigma VIG
1. Mr. Pjetërnikaj, you are part of the Board of Directors at Sigma VIG, and, among other responsibilities, you oversee the legal and claims departments. How do you see the responsibility of an insurance company in this regard in Albania?
The role of an insurance company is not merely to offer and sell insurance products, but also to ensure that when an undesirable event occurs, the client genuinely feels the support of the insurance system through compensation. This requires a fair, transparent, and swift claims process, as well as a legal approach that safeguards the balance between the client’s rights and the company’s obligations. In this respect, Sigma VIG has built a corporate culture where integrity and accountability are essential in fulfilling its legal duties, while at the same time placing the insured party at the center of this process.
2. What are the main challenges insurance companies face when it comes to the claims process in the Albanian market?
There are many challenges, but three (3) of them are the most critical:
(1) The continuous improvement of claims handling procedures, with a focus on consistently reducing processing times.
(2) Public perception, which is often negatively influenced by isolated cases not necessarily linked to the company itself but to the insurance market.
(3) Delays caused by external factors, such as institutions issuing necessary documents for claims processing.
To address some of these issues, our company is investing not only in process digitalization but also in staff training and skill development, ensuring faster and more standardized claims management.
3. Are there concrete advancements in improving the legal framework and aligning it with EU insurance directives, especially concerning claims?
Yes, there has been noticeable progress, particularly after 2021, when concrete steps were taken to align national legislation with that of the EU. Law No. 32/2021, dated 16.03.2021, “On compulsory insurance in the transport sector,” partially aligned with Directive 2009/103/EC of the European Parliament and the Council. However, full alignment with the European Directive will be completed soon by the legislator, given our country’s aspirations and ongoing process toward full EU integration and membership. Sigma VIG has contributed and will continue to contribute to this process with its expertise, through the Albanian Insurers’ Association.
4. Sigma VIG is known as a company that pays claims quickly and fairly. How has this been achieved, and what mechanisms are in place to ensure transparency and efficiency?
This reputation has been built on years of structured work. First, we have set clear objectives for claims handling times. In many cases, payments are made within just a few days after documentation is completed. Second, we have automated parts of the process and established an internal quality control system for every claim file. And most importantly, we have nurtured a corporate culture that treats the client as a partner, not as an opposing party.
5. How does the legal department collaborate with the claims department to protect both the client’s interests and the company’s integrity?
It is a strategic collaboration within the scope of doing business and at the same time a legal duty. Our legal approach is not only defensive but also proactive. We analyze risks, provide fair contract interpretations, and aim for equitable solutions. The legal department works closely with the claims team to ensure that every legal resolution is balanced and aligned with the company’s standards as well as current regulatory requirements. This collaboration has eliminated unnecessary bureaucracy and accelerated the claims settlement process.
6. What is your message to clients and public institutions regarding the importance of a fair and fast claims process?
Insurance is not merely a legal obligation or a financial product—it is a contract of trust. When damage occurs to the insured, what truly matters is timely compensation, fair treatment, and responsible handling born out of accountability. At the core of every claim, we process lies a promise: Sigma VIG remains faithful to its contract with the client. As part of Vienna Insurance Group, one of the largest and most stable insurance groups in Central and Eastern Europe, we operate with the highest standards of transparency and integrity. We are a reliable financial partner that keeps its promises and fulfills every obligation undertaken. Regardless of the complexity or uniqueness of each case, at the heart of every claim process lies a simple philosophy: the client deserves a legal, fair, fast, and human approach.
This is why more individuals and businesses in Albania trust Sigma, because we do not avoid responsibility—we embrace it with professionalism and integrity.
