Speeding up your Motor Insurance Claims

For years now, customers have complained that the end to end process of an insurance claim takes too long, with too many moving parts and causes too many impacts on their businesses. From having vehicles off the road for repairs for weeks before a panel beater has even provided a quote, to inadequate or incomplete repairs.

Myself and my team has moved to streamline this process wherever we can, for our largest fleets, to our personal vehicle cover by moving to control everything that is in our power throughout the claims process and setting processes for insurer, repairer and assessor follow ups throughout the whole process.

In reviewing our own and other brokerages motor claim process, we found a huge delay in the collation and reporting of information, as well as inaccurate information or a lack of detail. These occur because of multiple factors including shock for persons involved in accident, a lack of clarity around the information required, lack of education around insurance covers.

The steps we have taken for streamline and speed up the claims process includes:

• Paper based or digital Incident Information form. This allows drivers/passengers etc, where possible (may not be possible if injuries) to obtain all the information on scene immediately, regardless of who is at fault. This form should then be provided to our team with urgency to allow for the next step to take place.
• Once claim form is provided to us, we lodge with the insurer within 2 hours. We will do this by phone, email or online depending on the insurer, what they accept and what is typically quickest for their processing. Within 24 hours, we should expect to receive information including the claim number, next steps and if there are any further details required.
• Following feedback from the insurer, we action that email within 2 hours. This will normally include the claim number, and advice on the booking of an assessor or instructions to obtain quotes from repairers.
• At this stage, this is where we wrangle back control of the claim. regularly contacting the assessor, repairers and insurer to keep the process moving as quickly as possible. We understand that your vehicle needs to be back on the road as soon as possible and do all we can to make that happen.
• Once repairs are authorised you are able to book your car in as soon as the repairer can take it and have your car back on the road following that.

We have seen anywhere from a week to multiple weeks taken off the length of some of our customers claims, getting the vehicles back on the road sooner and our customers back on their way.

To discuss how we can help improve your claims process, get in touch with us at www.ajinsurance.com.au