Bodyshop, Environment, People, Supplier, Technology, Training, Vehicle Repair and Words
Businesses and individuals have been invited to register their interest for the 2023 WorldSkills Competition cycle.
The skills competitions aim to promote and celebrate the incredible talent in the sector through a series of regional, national and international events. Challenges are set by industry experts across a number of disciplines to test knowledge, practical skills and employability.
To date, 97% of previous entrants say they improved their technical skills after taking part and 93% said they improved their personal and employability skills. Meanwhile, average earnings among those who took part are 60% higher than those of comparable peer group.
Audio, Bodyshop, Environment, People, Salvage, Supplier, Vehicle Repair and Words
Crash. Detect. Settle. Digitising the motor claims journey.
We all know how important it is to begin the claims process as soon as possible following a collision – doing so within 24 hours offers multiple benefits and savings. What if you could speed the process up even more? During this showcase webinar session, viewers gain an insight into Solera Mentor by eDriving.
Optimising the claims journey: A partner’s perspective
Optimising the claims journey means different things to different stakeholders. But as costs and customer expectations continue to rise, the need for effective claims management has never been greater. Here, we have canvassed the opinions of some of our partners for their take on efficiency gains within claims, and how their solutions are optimising the journey.
Its latest Motor Insurance Premium Tracker found that average premiums increased to £470, which is seven per cent higher than they were in the same period of 2021.
Its 2022 ESG Report – The Road Ahead, Reimagined – also reported that 450,000 of its vehicles are now connected, while 45% of the Enterprise Car Club fleet is now electric or hybrid. Furthermore, 41.4% of waste from its EMEA headquarters was used to generate renewable electricity for the National Grid.
NEARC operates three sites in Newcastle, Sunderland and Darlington and takes the combined Steer Group operation to 60 sites with 1,400 staff and the capability to repair 85,000 vehicles per annum.
According to the IMI’s Automotive Education Report, just 52% of automotive apprentices are supported by the Apprenticeship Levy scheme, compared to a national average of 65%.
Varun Laroyia, Chief Executive Officer of LKQ Europe, said, “This acquisition reinforces our ongoing commitment to offer affordable and sustainable mobility across our European markets.”
People
Dawn Marsden has taken on a new role as Head of Claims Supplier Management at Esure.
Tony Lover has been appointed Quality and Performance Manager at Nationwide Vehicle Assistance.
National Accident Repair Group has named Richard Ketley as Network Communication and Compliance Manager.
Michael van der Sande has returned to the automotive industry as Managing Director of Lucid Europe.
3M has appointed Michael Massey as Global Senior Application Engineer for AAD Paint Finishing Systems.
Robert Curley has started a new position as Head of Strategic Network Relationships UK & Ireland at Activate Group.
Deputy WorldSkills UK CEO Ben Blackledge will take over as interim CEO whenDr Neil Bentley-Gockmann OBE steps down after seven years at the helm.
ARC360 Podcast: Dean Lander
In this episode – recorded late in 2022 – we speak with Dean Lander, Head of Repair Sector Services at the insurers’ automotive research centre – Thatcham Research.
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Optimising the claims journey means different things to different stakeholders. But as costs and customer expectations continue to rise, the need for effective claims management has never been greater. Here, we have canvassed the opinions of some of our partners for their take on efficiency gains within claims, and how their solutions are optimising the journey.
If you would like to take part in similar features through 2023, or contribute to our growing content output in another way, please email alan.feldberg@iloveclaims.com
Enterprise Holdings:
Customer service is becoming ever more important, especially as an exceptional claims experience has a direct impact on loyalty and renewal rates. Customers want to be kept completely updated and in the loop at all times. This means that every business involved in the claims process has to be connected and able to access the latest information on a claim.
Technology also enables a richer digital journey for the customer, where they can access more information more immediately, online or through an app.
Especially now, with the whole repair sector facing supply chain and talent challenges that are impacting speed of service and can lead to extended repair periods, a more connected industry is one that’s better placed to ensure customers are always supported as well as better-informed.
The other piece is increasing demand for mobility during those periods when a policyholder’s own vehicle is unavailable, and potentially for a longer period if repair times are delayed. Cars remain essential for many trips, especially with people working more flexibly, while commercial vehicles are the lifeblood of the economy.
This is becoming a conversation around how best to deliver mobility. For some drivers, this may continue to be a like-for-like replacement car for the entire length of the repair. Other people may only need a vehicle for a few hours or days, and we’re exploring how access to vehicles located close to where policyholders live and work, either at an on-street car club or at a rental branch, can offer a more effective and sustainable alternative.
Stuart Sandell, AVP of Replacement Sales UK & Ireland at Enterprise Rent-A-Car, said, “Optimising the claims process means repair bays shouldn’t be left vacant because there isn’t a courtesy car for a customer waiting for a repair. Many bodyshops are already exploring this wider range of mobility provision – either as an option to running a dedicated fleet of courtesy cars, or as a way of providing mobility when all their vehicles are out on loan but they still have capacity for repairs.”
Solera Audatex:
At Solera we understand that optimising the claims journey means connecting all players and partners in the claims ecosystem for a more efficient, customer-friendly and speedy claims process, while ultimately lowering costs and maximising revenue.
Solera Audatex has been a trusted partner in the automotive insurance industry for many decades. We provide a modular automotive insurance ecosystem that can be used by all players in the claims journey. It helps to provide consistency across a complex claims landscape from policy inception to claims resolution.
Our 100-plus long-standing established API connections to leading partner systems from fraud systems, recovery operators, repairers, parts suppliers, salvage companies and industry bodies make the claims workflow streamlined and seamless. Coupled with the extensive data integrated from the various Solera UK businesses, Audatex leads the way in creating a competitive advantage for our clients. This makes Audatex more than just a vehicle estimating partner but rather the ultimate partner to ensure a successful process across the whole claims journey, delivering value to every stakeholder en route.
Solera Audatex encourages faster adoption of claims digitalisation at FNOL, better claims triage, removes frictional costs on subrogation, and much more, bringing efficiencies at every stage.
Furthermore, the introduction of the suite of Qapter products into the UK workflow will accelerate the use of artificial intelligence in vehicle claims, drawing on over a decade of UK claims data. Valuations for new and used vehicles are comprehensively and intelligently updated via cap hpi, across our complete suite of solutions, meaning that every decision can be informed by accurate, timely data.
Neil Garrett, Solera Audatex UK Sales Director, said: “Optimising the claims journey for all requires a clear strategy which puts the customer at the centre. We are passionate about playing our part as a trusted partner to help connect and inform wherever our customers require additional support, better systems or added value.”
Put simply: Solera Audatex means a more efficient, more profitable operation, giving you a substantial financial and competitive advantage.
Entegral Holdings:
Entegral Holdings offers a suite of products that insurers and other collision industry professionals use to streamline the claim process across the UK.
It is an industry-leading source of innovation in the claims processing space with a goal to digitise the claims process.
Our platform is an open SaaS solution that simplifies auto claims interactions and decision-making by intelligently connecting service providers in one place and through APIs or user interfaces provides visibility to service provider statuses. It also provides secure, transparent data exchanges between service providers to reduce loss adjustment expense and provides customers with a menu of incremental service provider options (ie repair centers, rental, tow, salvage, etc.).
Today more than 60 insurers, vehicle manufacturers, and collision network sponsors in the US, Canada, UK, Ireland, and Puerto Rico use Entegral.
As vehicle manufacturers integrate more technology, insurers and collision repairers continue to rely on the Entegral open platform to harmonise the claims process.
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Steer Automotive Group has continued its growth strategy with the acquisition of North East Accident Repair Centres.
NEARC operates three sites in Newcastle, Sunderland and Darlington and takes the combined Steer Group operation to 60 sites with 1,400 staff and the capability to repair 85,000 vehicles per annum.
Richard Steer, Chief Executive, said, “Acquiring the well-established and successful multi-site North East Accident Repair Centres further strengthens our market presence in the region and provides a strategic fit which complements our existing six-site Steer North East operation. I’m delighted to welcome the team from NEARC and look forward to working with them. I’d also like to personally thank [owners] Roger Collings and Bob Taylor for their decision to allow Steer to continue the journey they embarked on.”
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Comprehensive car insurance prices rose for the fifth quarter in a row to reach an average price of £629.
According to the Confused.com Car Insurance Price Index, produced in association with WTW, premiums rose seven per cent in the last three months of 2022 to cap a 19% overall increase throughout the year.
Male drivers aged 71 and over saw the greatest percentage increase, although the 24% rise they felt only takes their average policy to £456. This is less than a third the price of the average policy for males aged 17-20, which has now risen to £1,764.
Tim Rourke, UK Head of P&C Pricing, Product, Claims and Underwriting at WTW, said, “The last 12 months have been characterised by persistently high inflation and insurers adjusting to the new FCA pricing rules while maintaining margins. With supply chain disruption, labour shortages, lack of raw materials and increasing food, fuel and energy prices set to continue, the upward pressure on premiums, primarily driven by claims inflation, is set to continue well into 2023.”
Louise O’Shea, CEO at Confused.com, added, “Following the FCA pricing changes 12 months ago, we expected prices to increase, but perhaps not quite at this rate. It’s clear that insurers should be doing more to help consumers during difficult times.”
Environment, Mobility, Supplier, Technology, vehicle sales and Words
Full electric vehicles made up more than a third of all models tested by Euro NCAP last year.
According to its annual Year in Numbers review, 22 of the 65 models tested were zero-emission EVs. Meanwhile, five out of its six Best in Class winners were also electric.
The trend came in a year when Euro NCAP carried out more safety tests than ever before. Throughout the 12 months it published 73 safety ratings, of which 67 were for new car models. Underlining a continued focus on safety from vehicle manufacturers, Euro NCAP awarded 50 cars a five-star rating, with 15 other models achieving four stars. For the first time in its history, no models received three stars or less.
The review also identified centre airbags as one of the most popular new safety features of the year, with 72% of new cars examined including it.
Michiel van Ratingen, Euro NCAP’s Secretary General, said, “For Euro NCAP, 2022 marked 25 years of making cars safer. Looking back on the progress we have made with our sponsors, test labs and partners, and how different safety looks for consumers today when we test cars – we are so proud of what we have accomplished.
“In 2023, we have huge developments ahead including a real step forward on the road to Vision Zero with new protocols in car testing that will consider the wider implications on vulnerable road users, but also consideration of a new target group that will be announced later in the year.”
According to the Confused.com Car Insurance Price Index, produced in association with WTW, premiums rose seven per cent in the last three months of 2022 to cap a 19% overall increase throughout the year.
Consumer Duty, which will require evidential proof that companies are putting customers first in every area of their business, comes into force on 31 July.
According to its annual Year in Numbers review, 22 of the 65 models tested were zero-emission EVs. Meanwhile, five out of its six Best in Class winners were also electric.
Diversity Network launched to promote inclusion
The Institute of the Motor Industry (IMI) has launched the Automotive Diversity Network, enabling Equity, Diversity and Inclusion (EDI) leaders to share best practices and help the sector develop a more inclusive workforce.
Car production falls to 66-year low despite EV spike
Output through the year was 9.8% down from 2021 and a worrying 40.5% lower than pre-pandemic 2019, when 1,303,135 units were produced compared to 775,014 last year.
It is the first further education college in the UK to offer specific EV and ADAS qualifications, while also teaching staff and trainers from other institutions.
The number of motor injury claims has nearly halved (44% reduction) since 2018, with the 84,247 claims submitted during the latest quarter of 2022 the lowest figure on record.
People
Toyota Insurance Services Europe has appointed Paul Collins as Performance & Partnership Manager.
Direct Line Insurance Group CEO Penny James has stepped down with immediate effect.
Ageas has appointed Rashmi Rao Chief Information Officer (CIO) while Stephen Linklater has been named Claims Director.
Environment, Mobility, Supplier, vehicle sales and Words
UK car production fell to the lowest level in 66 years in 2022 as the crippling global shortage of semiconductors decimated manufacturing.
Output through the year was 9.8% down from 2021 and a worrying 40.5% lower than pre-pandemic 2019, when 1,303,135 units were produced compared to 775,014 last year.
This is according to the Society of Motor Manufacturers and Traders (SMMT), which also found that output in December alone was down 17.9%.
However, factories did produce a record 234,066 battery electric (BEV), plug-in hybrid (PHEV) and hybrid (HEV) electric vehicles, with combined volumes representing almost a third (30.2%) of all car production.
There was also good news in the commercial vehicle sector, where production grew 39.3% in 2022 to 101,600 vans, trucks, taxis, buses and coaches. This is despite a fall of 23.6% in December.
Mike Hawes, SMMT Chief Executive, said, “These figures reflect just how tough 2022 was for UK car manufacturing, though we still made more electric vehicles than ever before – high value, cutting edge models, in demand around the world. The potential for this sector to deliver economic growth by building more of these zero emission models is self-evident, however, we must make the right decisions now.
“This means shaping a strategy to drive rapid upscaling of UK battery production and the shift to electric vehicles based on the UK automotive sector’s fundamental strengths – a highly skilled and flexible workforce, engineering excellence, technical innovation and productivity levels that are amongst the best in Europe.”
Environment, Insurance, People, Supplier, Technology, wellbeing and Words
The Financial Conduct Authority (FCA) has warned that some companies are falling behind in their planning for the introduction of the Consumer Duty regulations.
Consumer Duty, which will require evidential proof that companies are putting customers first in every area of their business, comes into force on 31 July.
However, the FCA has found that while some organisations are on track for compliance, others have not yet made material progress.
It has urged those organisations to focus on three key areas in the next six months: Prioritise the areas that will make the biggest impact on outcomes; concentrate on improving communication with customers; develop stronger relationships with supply chains to ensure all commercial partners are delivering good outcomes.
Sheldon Mills, Executive Director of Consumers and Competition at the FCA, said, “Given the scale of the reform, we recognise that some firms need to make significant changes. For firms which are further behind in making the necessary changes, there is time to put that right and for them to show they are acting in the spirit of the new Duty.”
However, the review has set the alarm bells ringing at DataLab, which believes the FCA findings should be a real concern for the insurance industry.
Co-founder Matt Scott said, “The regulator has highlighted a number of areas where insurers are falling behind their expectations and it has raised some very real concerns that insurers may not be ready in time. It has also raised the fact that it believes some insurers may also struggle to effectively embed Consumer Duty within their business without a change in approach.
“The idea of Data Strategies was explicitly referred to in this review for the first time, and it expressed concern that insurers were not properly considering their data requirements when it comes to monitoring customer outcomes.
“At Insurance DataLab we want to work with our partners to help insurers improve customer outcomes through proper monitoring and analysis of data across a range of customer experience points. At a time when the scrutiny from the FCA is intensifying this doesn’t only make business sense, but it is also becoming a regulatory imperative.”
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Automotive charity Ben is offering colleagues in the automotive industry the opportunity to take part in the world-famous London Marathon.
The iconic event takes place on 23 April, when about 50,000 runners are expected to take on the 26.2-mile route.
To take part, participants will need to raise £2,000 for the charity and pay the £60 entrance fee.
Ben supports individuals through life’s challenges, empowering them to make positive, lasting change. It offers free and confidential online self-help, helpline and other support services.
