Our driver care centre uses a ‘triage’ assessment process to ensure the correct level of ‘driver care’ is offered for each individual incident from major loss to windscreen claims.
Our processes remove the burden of administration from both the driver and the fleet. Pre-population of our screens with the claim form dramatically reduces call duration whilst increasing data accuracy. Liaison with all parties on Total Loss claims is carried out by our technical claims adjusters.
By employing a combination of SMART, Mobile and conventional repair solutions, repair costs and vehicle downtime are rigorously controlled resulting in a low and stable average repair cost.
Using our repair management system, our expert staff monitor and control the entire repair cycle. From deployment to completion, all aspects are implemented and recorded. Drivers are updated at key stages of the repair by phone, email or SMS.
Our Network Repairers and field engineers use electronic estimating and imaging technology across all repairs, allowing us to monitor and influence manufacturer times and parts prices. Our innovative pricing menu for sundries and consideration of alternative repair options on each case also enables us to control costs.
In the case of 100% non fault cases, we manage the timing and costs of the recovery on behalf of the fleet customer, removing the impact on cash-flow by providing credit hire and credit repair services. This service is underwritten against the risk of non-recovery. Split liability cases are dealt with by our internal law firm to stringent recovery time-scales and electronic bulk litigation. Helphire uses this facility to recover its own outlays of over £70 million each year.
We have extensive experience in managing and controlling third party losses. With 100% fault cases we can protect brands and cut costs by ‘adopting’ the Third Party’s claim, using our managed repair process and providing ongoing ‘as required’ mobility at reduced rates. Split liability and defendable cases are managed on a pre and post litigation basis. For this we work closely with a specialist law firm, using integrated processes and data/case transfer so that we can focus and influence ‘whole claims cost’.
We can track key fleet metrics through our comprehensive reporting package, delivering information in two key formats. The first is hard data covering tracked costs and dates, ie average Vehicle Off Road statistics. The second provides trend and risk analysis for early identification of where control and avoidance programmes need to be implemented. This information can be supplemented by on-line access to claims information via our website.
By working with Risk Management organisations we can blend their services with our ability to capture data to either trigger an action, or assess the effectiveness of existing programmes. Sharing data allows us to continually assess and learn, enabling us to develop fleet/driver specific solutions to minimise risk exposure.