When managing accidents, there's a difficulty in maintaining high customer satisfaction throughout the process.
Each claim is different and will require varying levels of care to keep your customers happy.
Working with accident management companies can boost your chances of a high satisfaction rate, as they can facilitate efficient claims management and ensure your customers get replacement vehicles to suit their needs.
Throughout this blog, we'll explore the importance of accident management companies in streamlining the claims process and boosting customer satisfaction.
Efficient claims management makes customers happy
When done correctly, claims management ensures customer satisfaction during a very difficult and stressful time.
During every claim, prompt communication, accurate documentation and timely updates will ensure your business delights its customers and exceeds their expectations.
Providing a seamless claims management experience will contribute to overall customer satisfaction for your brand, boosting reputation and improving sales.
The importance of suitable replacement vehicles
Facilitating access to a suitable replacement vehicle is essential when customers are involved in an accident.
This ease of access allows customers to continue their daily activities and maintain everyday routines.
However, ultimate customer satisfaction goes far beyond the timely supply of a replacement vehicle.
It’s crucial that your provider can match the customer’s drivetrain. For example, mobility solutions offering electric vehicle (EV) for EV guarantees ensure customers' lifestyles aren't impacted, boosting overall satisfaction and matching their expectations.
It also shows recognition of the environmental commitment of EV drivers, and any replacement vehicle should match these values to keep customer satisfaction high.
If a replacement is a company vehicle, providing a vehicle with a similar BIK tax bracket is also important so customers aren’t financially compromised due to hire length.
Whether it's a family car, luxury vehicle or electric vehicle, meeting your customers' needs after an accident is a proven way to improve their experience with your brand.
Accident management should fit around the customer’s needs, not the other way around.
The role of accident management companies
Accident management companies play a crucial role in streamlining the claims management process, and working with one could revolutionise how your business handles claims.
These companies act as a central point of contact for customers, their insurance providers and repairers, coordinating and managing all aspects of a claim. Having access to 24/7 contact centres that can handle these aspects is a huge benefit for customers, as the time that accidents occur won’t impact the level of service they receive.
The speed at which replacement vehicles are provided is also key to the overall end-to-end process and maintaining high customer satisfaction, as it prevents lengthy waits for vehicles.
Vehicle quality is also important for customer experience. Substandard replacements that don’t meet customers’ expectations or match their lifestyles can result in disruptions, even if the vehicles are supplied in a timely manner.
While all of this is occurring, keeping customers informed of repair progress and any other important updates is vital. Accident management companies can facilitate this communication on your behalf, ensuring customers remain in the loop.
By taking on these responsibilities, accident management companies can relieve the burden on your business and customers, ensuring an efficient claims process.
Motor Assist’s incident management offering is backed by technology to ensure a thorough and efficient journey for your customers.
We facilitate a streamlined process for your customers that ensures high-quality, timely repairs and suitable replacement vehicles — all while keeping them informed.
By using communication channels like WhatsApp to provide updates, your customers won’t have to go in search of important information themselves.
Our service is provided without your customers needing to experience or get hands-on with any of our technology — they’ll just feel the benefits.
Driving EV adoption
To help boost demand for EVs across the UK, Motor Assist has also launched the EValuate inititative, a unique vehicle test drive that allows ICE drivers to be placed in an electric vehicle while their own is being repaired. It demystifies the EV driving experience, bridging the gap for petrol and diesel drivers, with 44% of motorists saying that an electric replacement vehicle is an effective way to test out EV ownership, according to an AX survey.
Build your accident management solution with Motor Assist
With Motor Assist, you can streamline your current mobility solution with the following benefits:
- Deploy mobility from depots located conveniently throughout the UK and Ireland
- Replacement vehicles are always under two years old
- 95% on-time vehicle delivery and collection
- EV for EV guarantee
- EValuate mobility initiative
- Daily rental and courtesy vehicles.
Not only this, but you can also save time and money with our seamless incident management solutions:
- Real-time claim updates
- Specialised legal department
- Live visibility of every claim
- A dedicated point of contact
- Support with HMRC obligations.
- Technology to keep your customers up to date
Is this something your business could benefit from? Explore our modular solutions and build your ideal incident management package with our Solution Finder below.
The Motor Assist Solution Finder.
At Motor Assist, we believe you shouldn’t pay for things you don’t want.
We also know that all businesses are different. That’s why our bespoke solution packages are built with each company’s needs in mind.
Our Solution Finder helps us get to know your business and exactly what you want from your incident management solution.
Then, we can build a package just for you. No secret add-ons. No paying for things you don’t need. Incident management. Just better.
Thanks for completing our Solution Finder.
You have the flexibility to design your own agile solution that corresponds with your unique business needs. If you don’t need a service, we don’t believe you should pay for it.
Want to chat to a member of the Motor Assist about your options? Book a call at a time of your choice by using the calendar below.
Based on what you’ve told us, your ideal solution looks like:
First Notification of Loss (FNOL) Processing
Benefit from a 24/7/365 FNOL service and contact centre that’s fast, assured and cost effective.
Repair network
Gain access to an experienced and high-quality repair network that includes over 200 core Tier 1 fixed site repairers across the UK as well as fast-track pods at one-day repair sites.
Repair management
Our repair management network minimises downtime for your business while providing comprehensive cost and performance data for your use.
Mobility provision
Experience benefits such as 95% on-time vehicle delivery and collection and EV for EV guarantee with our robust mobility solution.
Third-party capture
At Motor Assist™, we have a dedicated third-party intervention team backed by years of professional claims experience. Trust the experts to provide a service that protects both costs and brand reputation.
Uninsured Loss Recovery (ULR)
Focus on the things that matter while Motor Assist™ proactively pursues payments on your behalf, ensuring the best possible service for repair and loss recovery.}
