Any damage reported by a policyholder will be recorded by an employee of the Car Accidents Department. After the damage report has been recorded, it is divided into one of two categories, simple or complex. This classification is carried out by an expert from the car accident department. Simple category cases consist of two steps: Call the workshop and check the insurance policy. These steps are independent of each other. Cases in the complex category consist of three steps: review insurance policy, review claim history, and notify workshop. These steps are to be carried out one after the other in the order given. The employees of the car accident department are responsible for checking the insurance policy and the damage history as well as for calling the workshop. After these two or three steps have been completed, a decision is made. This decision is made by an expert from the evaluation department. Possible decisions are either positive or negative. If the decision is positive, the insurance company will settle the claim. The payment is processed by an employee of the finance department. In any case, the insurance company will send a letter to the policyholder. This letter is written by an employee of the car accident departmen