Brokers: want a faster process that reduces follow-ups and extra phone calls with customers and insurers.Customers: want guidance and support to get repairs done without taking up too much of their time and with minimal business disruption.But Concierge helps all parties involved in an insurance claim by solving several key challenges: Having a damaged vehicle in the yard – or on the road – is just one more problem to solve. Added problems, from being locked down to being asked to make more deliveries to more customers as online shopping took off, only added to the pressure. When COVID hit, transport operators were already facing their usual business challenges. That’s 10 per cent of trouble avoided and possibly lives saved. We want them to stay safe.”ĭeb estimates that happens around 10 per cent of the time. “It’s not the customer’s job to know that, so we educate them. “So we have a customer on the phone saying, ‘I need to drive home, the vehicle’s all good,’ but we can see it just can’t be on the road.” “We’ve had quite a few cases where, once we got the images, we deemed the vehicle was unroadworthy,” Deb says. This step ensured that the driver was safe, their repairs could be fast-tracked, and any further incidents avoided. In some cases, we identified potential safety problems and had vehicles towed immediately to a repairer. Through Concierge, we learnt that getting more timely information from customers meant we could better understand their vehicle damage and assess whether the vehicle was drivable. Customer satisfaction is extremely high, at 94 per cent. There’s no doubt that customers and repairers alike value the service – and why wouldn’t they? Since its introduction, more than half (51 per cent) of eligible customers have elected to use Concierge. And it helped keep our repairers in business.” “That way, they were ready to go when they reopened. If they were open, we would contact our customers in the same areas and organise to get their trucks fixed while they weren’t using them. “One thing that we never planned was that we were able to help both repairers and customers in lockdown,” Deb says. It also minimises disruptions to business-as-usual.Įven the COVID-19 pandemic hasn’t slowed things down too much. This out-of-business-hours scheduling allows driveable trucks to stay on the road. That might mean making repairs across multiple weekends or after-hours. Once quoted, repairs are booked in at a suitable time. This enhanced process makes the experience more than 60 per cent faster for the customer. Sometimes we’ll come back and ask for specific shots, but once we have the information we need, we can order parts and get things moving.” “Most of the time, you don’t actually need to see the truck in person,” Deb says.
If that’s not feasible, we arrange a quote onsite at a location convenient for the customer (such as their workplace or home). Our assessors then reach out to our NTI Premium Repairer and NTI Local Repairer networks, using the customer’s information to complete a quote online. We send them a link they can use to upload images and other information. This out-of-the-box thinking led to NTI’s new claims process – ‘Concierge’. “So we discussed it with our repairer network and asked them to think out of the box.” Your Concierge is waiting But that’s when the repair shops are open. “Some customers can’t get quotes because they’re on the road all the time. The whole idea was to make things simpler.” “We know how to fix vehicles,” says Deb Robertson, NTI’s Customer & Improvement Manager. Our goal was to streamline the process – from notification to repair assessment and authorisation – for vehicles still drivable following a claim. As a result of their work, we changed the way we receive information from customers. Our Claims Team set out to solve this problem.
That’s particularly the case for vehicles that are still drivable after an incident. Our research has shown that many transport operators don’t feel they have time to get repairs quoted or completed. Transport operators are busy, and insurance claims often go to the end of the queue when assigning tasks.
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