Our driver care centre uses a 'triage' assessment process to determine the correct amount of information capture to cater for incidents varying from major loss to windscreen claims. The degree of 'driver care' is based on the individual, making the service truly bespoke from a driver perspective.

Our processes remove the burden of administration from both the driver and the fleet. Pre-population of our screens and subsequently the claim form dramatically reduces call duration whilst increasing accuracy of data. Negotiation, including liaison with all interested parties on Total Loss claims is carried out by our technical claims adjusters.

Through our repair management systems and expert staff we influence the entire repair cycle. All aspects from deployment to the Network Repairers through to parts delay intervention are carried out and details recorded. Drivers are updated regarding key stages of the repair, changes in plans on a 'highlights' basis via calls, emails and SMS based on the message type and their stated preference.

Our use of imaging technology is echoed by the Network Repairers and our field engineers, allowing blanket coverage of all repairs via electronic estimating and imaging. Increasing our ability to influence cost control, via manufacturer times and parts prices and challenging opinion times. The introduction of menu pricing for sundries and consideration of alternative repair options, on a case by case basis continues to innovate where tradition has ruled.

100% non fault cases benefit from the cash-flow advantages of credit hire and credit repair, obviating the need for fleets to consider the timing and amount of a recovery. This service is underwritten against the risk of our non-recovery and is second to none. Split liability cases are dealt with through our internal law firm, to stringent recovery time-scales and electronic bulk litigation, enabling us to recover faster, more often. This itself is the very function used to recover Helphire's own outlays which are in excess of £70 million per annum.

We have developed significant expertise in the management and control of Third Party losses. For 100% fault cases we are able to protect brands and cut cost by 'adopting' the Third Party's claim and utilising our managed repair process and providing on-going mobility based on need at reduced rates. Split liability and defendable cases are managed on a pre and post litigation basis via a specialist law firm with whom we have strong trading links and integrated process and data/case transfer, enabling us to focus and influence 'whole claims cost'.

Through an extensive reporting package we track key fleet metrics to allow 2 primary styles of information supply. The first is hard data, regarding tracked costs and dates, such as reporting Average VOR (vehicle off road) time. The second is trend and risk analysis, the early application of which allows risk control and avoidance. This rounded fleet information is supplemented by On-line access to claims information, via our website.

Through our ability to work in conjunction with Risk Management organisations we are capable of blending the services they offer with our ability to capture data to either trigger action or assess effectiveness of programs. Our ability to share data allows a continuous assessment and learning cycle to develop fleet/driver specific solutions to risk exposures.