With years of experience in senior roles within the insurance and supply chain industries, our team at ECSG are highly skilled at motor claims intervention.
We act impartially and independently to deliver tangible results and are able to support with service fulfilment and supply chain execution.
Let’s take a look into how we do this, delving into the process ECSG take to help with claims intervention, step by step.
1. Intervention and Hire Monitoring
The intervention and live monitoring of credit hire cases and service provision can not only lower claims costs, but also evidence any delays and speed up key to key times too. This is because in all cases, the validity of claims for hire and repair should be actively challenged, with the downtime and off-hire being managed just as closely.
In fact, for most cases, a file will be setup within a Claims Advisor system, and a log of the initial review will be made of the case. Then, to ensure that each case receives the utmost attention, enquiries will be front loaded at the first call and reminder diary cases will be set (typically at 1 call every 2 working days) until the repairs are completed or the total loss is settled.
2. Using the right system
Using leading enterprise-grade infrastructure which is available on any web-enabled device, alongside API based integrations, can help ensure there’s complete compatibility with any existing system or process. The right system allows us to provide technology-based support at the first notification, to aid triage and ensure all motor claims are steered correctly first time, to the correct damage treatment.
A great example of this would be when making a damage assessment. For us, this could mean entering the vehicle registration, current mileage and accident date, for the system to then present a full claims overview including vehicle details, MOT status, pre-accident value and damage indicator as well.
The estimated repair cost is based on the information, damage inputted, and our machine learning models.
What’s more, our system is configured on a per client basis to ensure individual salvage matrices, valuation and liability requirements are catered for. This helps to ensure that each client is treated fairly, ethically and without bias.
3. Intervention Capture
At this stage, our First Notification of Loss (FNOL) sends claims files to Claims via CSV, to the outbound capture team, where we will then make 3 calls within a 24-hour period. Then, once the CSV files has been confirmed received, we’ll send our digital damage web app as well as making calls out.
As a follow up, a further 2 calls will be made over the next 5 days, and where an address is known we’ll send Copley either through recorded delivery, text message or e-mail, resending once more if we don’t receive a response within 24 hours.
However, for circumstances where we only have partial contact details, we’ll confirm with driver if they have any further details and also look to utilise online tools to gain contact information.
Once we have this, we have a full supply chain into which we can deploy services to.
4. Monitoring Process
Following new claim advice, an initial claim review will be made. This involves thorough checks into everything from whether the Claimant is claiming through own comprehensive insurance policy and a review of Copley rates provided, to the status of MOT, Tax, roadworthiness and class of the vehicle itself, all SP group vehicles will be allocated to a Senior Handler.
We will also establish the need for hire including the necessity of a prestige, sports or 4×4 vehicle, and the liability status too. Once these evaluations have been made, we will then proceed to make structured calls, gathering key information to remove the blockers in order to get to an off-hire stage as quickly as possible or get to the key arguments and evidence to demonstrate the hire period has been overstated.
5. A complete, reliable audit trail
Throughout any claims intervention process, having a complete and reliable audit trail is absolutely essential, as every action must be recorded until the payment pack is received.
At ECSG, a user interface will be created to enable handlers to access all hire monitoring notes, information and documents at payment pack stage, and all actions are recorded at all stages of the claims process.
This includes all telephone calls, which must be recorded should any of those be pertinent to settlement negotiations, or calls focussing on pressing Claimant representatives for delay of removal of known issues from initial front loading of our “repair and authorisation press”.
What’s more, all data in the Claims Advisor system will be time stamped with dates and names as it moves through each stage of the system, to give a perfect audit trail of information for anyone who needs it, as well as recording what may be any unreasonable or unethical behaviour.
Why choose ECSG?
At ECSG, we are specialists in technical claims handling, and we believe that through collaboration and honesty, everyone, regardless of fault, should have access to market leading services and be treated fairly and respectfully.
For us, our clients are at the heart of what we do. We’re an Ethical Claims Services Group and it’s important to us to be able to support them throughout their entire claims process, keeping them up to date with progress along the way.
We believe that communication really is key to handling a vehicle insurance claim well and respectfully. Explaining what’s happening and how long processes are expected to take is vital, and with ECSG, those expectations will be managed from day one by everyone that touches the claim.
To find out more about our professional motor claims handling platform, reach out today.