One of our automotive clients in Europe had experienced a catastrophic loss event, where circa 2,000 vehicles in a northern European port were significantly damaged. Our expertise was required to:

• Review the rectification process
• Engineer the repair methods to control the costs
• Monitor the repair standards and reinforce quality
• Ensure the process was as efficient and streamlined as possible

We were appointed to support the initial response to the event. Then our remit was extended to validate and control the quality of approved repairs, once completed. This event required physical assessment of the damage found, as well as to review and engineer the presented/claimed repair costs.

The steps undertaken included:

• Categorising the vehicles to an agreed criteria.
• The completion of in depth and detailed quality inspections.
• Inspection of vehicles already categorised by the port as heavily damaged – in order to provide a sample of detailed repair estimations.

This resulted in accurate and prompt reserving for the insurers and early management of both the repair process and method.

Following the initial review of the damages, and together with the nominated repairer, the repair methods and times were agreed and detailed estimates were created by our engineers.

Key benefits to our client included:

• Our process reduced the vehicle damage assessing requirements, as the majority of the validation activity was completed at an earlier stage.
• Through this process a number of vehicles were re-categorised from ‘total-loss’ to a sub-standard vehicle criteria, resulting in significant cost savings.
• Where costs had been presented by the repairer at an earlier stage, we received and completed desktop vehicle damage assessments and reduced the client’s costs on average by €250 per vehicle. This equates to a €9.38 saving per €1 spent.

Following completion of repairs, our client also required us to monitor the post repair quality. This ensured the effected repairs were to the required standard, and any poor repairs identified and resolved promptly prior to onward shipment.

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• Repair quality and brand protection in line with manufacturer repair standards
• Cost reductions, where appropriate, for vehicle damage claims
• Prompt review and approval for the repairer and the end customer

One of our fleet clients in the UK, had experienced inconsistencies in repair costs that were presented to them. In some cases there was no opportunity to review the presented repair costs at all. Contior was appointed to support and bring consistency to the repairs that were presented, through our independent motor vehicle assessor service, and ensure that the required repair costs approved were both fair and reasonable.

The initial requirement from our client was focused primarily on managing the quality of the repairs in line with the manufacturers repair methods as well as approving the most cost effective repair possible. The fleet itself is made up of a variety of different vehicle types including passenger cars, light commercial vehicles and heavy goods vehicles. While some of the vehicles are part of the clients own fleet, a large proportion of the repair costs were through short-term hire arrangements.

We introduced our independent motor vehicle assessors and created an immediate impact. So far, we have achieved improvements with the claims procedures which ensures that the service does not impact the approval process and timescales. This has been achieved by:

• Completing desktop assessments where possible within an agreed, short KPI timescale
• Through our simple instruction process and tracking capabilities utilising our online web portal
• Close management of the panel of repairers

Positive cost reductions have been achieved, with an average saving of £165 per job that we have reviewed.

These outcomes have exceeded our client’s expectation in financial savings, and in the simplicity of the process.

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• Cost reductions, where appropriate, for in-transit damage claims
• Repair quality and brand protection in line with manufacturer standards
• Prompt authorisation for the dealer and the end customer

One of our automotive clients in Europe had experienced inconsistencies in the approach to cost validation and in some cases there was no control of the quality of repairs approved. We were requested to provide motor vehicle engineering support to bring consistency to the estimate validation process and ensuring the manufacturer’s standards were upheld and managed.

We introduced our motor vehicle engineering service for this client across 24 European countries. We provide the validations in the same language as the repairer / dealer, allowing the repairer to clearly understand the reasons for any reductions. As a motor vehicle engineer we believe this competence is unique to our sector.

The initial requirement from our client was focused primarily on reducing the cost of claims presented and managing the quality of the repairs in line with their guidelines.

Through introducing this process there has also been a significant improvement in the authorisation time experienced by the repairer / dealers. While this was not core to the decision to introduce the service, it has become an additional benefit. Over the course of the last year the authorisation timescale has reduced by an average of 1.2 days. This means the repairers have been able to commence repairs quicker, minimising delays to the end customer.

On an annualised basis, over 16,000 validations have been completed and a total of €2.25m has been saved with an average saving per claim of €140.

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