Siniestros en 72 Horas

The motor claims manager of a fictional insurer in Medellin, Colombia, faces 3,600 claim notices in 72 hours after a hailstorm hits the return traffic of a long holiday weekend: 1,800 simple damages, 1,150 moderate partial damages, 360 possible total losses and 290 accidents with injured people, against 38 staff adjusters.

Over four decisions, one each morning from hour 0 to hour 72, the participant chooses how the queue is triaged, where extra capacity comes from and how the injured are approached; how partial damage is estimated, which workshops the cars go to and how files with fraud signals are routed; what to do with total losses and salvage, recoveries from at-fault drivers insurers and customer payments and information; and finally how the backlog is worked against the one-month payment rule of the Colombian Commercial Code, whether hurried payments are audited and how the insurer prepares for a second wave.

The model is deterministic: waiting days follow from load, capacity and priority order, and every day of waiting costs replacement cars, salvage value, lawyer involvement, lost recovery evidence and customer patience; the incurred cost of each block of files and its NPS are computed from the decisions.

The score combines the quality of each decision with the incurred cost and NPS of each period, and is capped when injured people sign releases before their injuries are known or incomplete notices are closed as withdrawn to bring the backlog down. Spanish (primary, Colombian) and English.

An intermediate simulation for participants who already know the core concepts of the subject, designed for master's and MBA programmes.