Automotive charity Ben has announced the return of it Big Breakfast fundraising event.
The week-long campaign will kick off on 10 October to coincide with World Mental Health Day, with companies again urged to raise valuable funds by putting on breakfast spreads for colleagues and customers.
Matt Wigginton, Director of Partnerships, Engagement & Income at Ben, said: “Over 200 locations took part in last year’s inaugural Ben’s Big Breakfast so we knew we had to bring it back in 2022.
“The Big Breakfast is such a simple way to raise funds, but it’s also an important reminder to check in with our colleagues. Having a chat over a cup of coffee in the morning could make such a difference to someone’s day without you even realising it. Often, people are suffering in silence, thinking that nobody has noticed or cares about them. A small gesture like catching up over a cuppa could change that. It could be the first step to them opening up, or reaching out to Ben for help.”
Bodyshop, Environment, Finance, Insurance, Mobility, People, Supplier, Technology and Words
New technologies and new entrants to market are pushing back the boundaries of customer service and bringing disruption to what best practice in the sector looks like. As such, the market is in a constant state of flux and businesses are having to rethink their entire strategies to remain relevant.
We spoke separately to ARC360 corporate partner Solera Audatex and insurance partner Covea about what they consider to be key to best practice, and how they are evolving their own services to support an ever-changing market.
Can you give us a brief insight into how you are working with the wider industry to introduce best practice?
Marcos Malzone, VP Product Marketing at Solera: At Solera Audatex, we are continuously exploring new ways to work with the wider industry to streamline the repair process. In fact, we have recently partnered with eBay as a method to integrate alternative parts procurement channels in order to mitigate the disruption in the automotive supply chain.
We are rapidly introducing digital customer engagement technologies to maximise value and experiences as well as AI-enabled solutions that are designed to reduce cycle times, overcome staff shortages and contribute to the reduction in CO2 emissions.
Stephen Long, Director of Operations, Covea: For us, FNOL is critical and needs to constantly progress in order to remain relevant and effective in the future. Customer demands and expectations continuously evolve, technology presents new ways to digitise, integrate, make decisions and automate through the FNOL journey. From a claims perspective, FNOL represents the single most important interaction in the claims journey so how providers can blend these aspects together and understand when to let the technology lead versus when to introduce human intervention will differentiate the best providers and also drive the best claims outcomes for customers and insurers.
How are you helping bodyshops manage fluctuations in volume?
MM: It has been a turbulent past couple of years for bodyshops and market consolidation has proven to be a key driver of change. As a result, insurers and work providers aligned on the work provision front, making it difficult for repairers to deliver against contracted volumes. With this, payment terms and labour rates remain a challenge, only exacerbated by the pandemic.
The growing shortage of skilled labour coupled with longer repair times impacting our customer experience metric, CSAT, means bodyshops must adapt to the current trading conditions and innovate to leverage opportunities.
Solera Audatex will soon be bringing ‘Intelligent Offers’ to the UK market, a consumer-led self-service solution for retail jobs and small repairs to help combat these issues. Customers will be asked via email or text message to submit photos using a simple Guided Image capture tool on their smartphones and get a preliminary repair estimate in under three minutes. This can drive additional repair volume and increase job profitability as it involves lower expenses.
SL: Due to the long-standing nature of our repair network we understand that at this busy time it’s critical for us to remove any friction points and allow networks to focus on completing customer repairs. Our priority is to continue to work tirelessly to ensure nothing from our side holds up the repair, ie, when the repairer needs to get hold of us they can get direct access to the right decision-makers and also that we’re being proactive in directing the right car onto the right track in light of the challenges of parts and skills availability.
How are you adapting your services to suit market trends?
MM: Damage estimating is typically a process prone to errors and subjectivity, affecting shop profitability and overall cycle times when the process is not executed efficiently. In addition, the issue has been compounded by a shortage of experienced damage appraisers.
Introducing AI-based estimating in the claims workflow has been revolutionary in the collision repair process. Computers can now process damage photos, detect parts and damages, and prepare a first cost estimate with speed and consistency. Most importantly, it helps to reduce friction by removing the subjectivity inherent to the damage appraisal process. It is this trusted and scaled technology that the collision repair industry is looking for.
AI estimating can be instrumental in the professional and consumer self-service journeys, and this is what we are doing at Solera Audatex. By integrating visual intelligence in the estimation workflow, it is now possible to detect damages from photos in under 30 seconds and produce a pre-estimate for review in under three minutes.
How are you leveraging innovative technologies to develop your proposition?
MM: There is a great need for estimating to become easier, faster and consistent within the industry. For that, Solera has invested in cloud technology, product usability, and AI to help damage appraisers be able to deliver their work more efficiently and accurately.
Visual Intelligence is at the core of the AI technologies powering Qapter Intelligent Estimating. Users are able to accelerate claims decisions with our machine learning algorithms and digital tools that help policyholders report damages more accurately, predict total loss, and send the vehicle to the most qualified repairer.
With Guided Image Capture now fully integrated with the Audatex’s First Notification of Loss (FNOL) platform, AudaFNOL, its Repair versus Total Loss feature will determine whether the vehicle is repairable or a total loss. This decision is calculated using predictive analytics, based on millions of vehicle damage assessments, enabling accurate triage at FNOL. Using vehicle wireframe technology to build a consistent and high-quality library of images, Solera Audatex’s image capture technology streamlines the overall claims process from the very beginning.
We also use different photo analytics techniques to detect fraudulent cases where images don’t match up to the damaged vehicle, or when they have been manipulated or downloaded from the internet. We leverage big data and predictive analytics to help our customers to analyse trends and predict scenarios to help with future decision making.
How can strong relationships and good communication ensure the safe repair of vehicles?
SL: As noted earlier, the long-standing nature of our network is a critical factor for us and we have long-term confidence in the quality of our repairs based on historic performance. In addition, we have many controls in place that help to give us confidence that this quality happens with each and every repair and as part of a network relationship that we value. Less than two years ago, we were supporting our repairers through the lockdown which hit the industry really hard. We supported them then, and we’ll continue to support them now having every confidence in the quality of work being carried out.
How is sustainability impacting your business strategy?
SL: Like many others, Covea is following a green parts programme which supports sustainability and helps to reduce our carbon footprint. In addition, we support a repair versus replace ethos where appropriate, by ensuring fair repair times and a partnership approach to resolving issues together. We also carefully work with our supply chain to ensure audited practices in the dismantling and recycling of parts along with a proven method of offering quality assured replacement parts back into the repair cycle.
Bodyshop, Car Rental, Finance, Insurance, Mobility, People, Salvage, Supplier, Training, vehicle sales, wellbeing and Words
Ben, the automotive industry charity, is encouraging everyone in the automotive community, to take a personal MOT test to give their body and mind a health check.
Ben has prepared a quick and easy MOT test which you can take here, with questions designed to give you an overview of how your mental and physical health are functioning and providing top tips on how to improve your wellbeing to ensure you can keep running smoothly and overcome any bumps in the road.
Rachel Clift, Health & Wellbeing Director at Ben, said: “We all know how important it is to put our cars through a regular MOT, but very few of us take the time to do the same for our bodies and minds. We’re naturally going to suffer some wear and tear and need some maintenance and repairs in life, so our test will give you the chance to find out where you are in your health and wellbeing journey and whether you need to change direction.”
To take the test, click here or for more tips on how to keep your body and mind in good working order, click here.
Bodyshop, Car Rental, Environment, Finance, Insurance, Mobility, People, Salvage, Supplier, Technology, Training, Vehicle Repair and Words
The full agenda has been revealed for the ILC/ARC360 Motor Claims Showcase Event providing a full day of highly engaging and interactive elements for attendees.
Headline sponsored by Enterprise, along with sponsors EDAM Group, and supported by ILC and ARC360 corporate partners, the event takes place on Wednesday 29 June at the CBS Arena, Coventry and will feature an exhibition arena of over 30 key sector suppliers; four keynote sessions on the main stage; four partner showcase sessions in the designated showcase area; a next generation ‘meet and greet’ event; and much networking time.
All aspects of the day are ‘free to choose’ allowing delegates to enjoy and plan the day as they wish using the new ILC event app (available soon).
Amongst the showcase session line-up which includes CAPS, e2e, Enterprise and Innovation Group, e2e CEO, Jim Loughran will look at how insurers, repairers, and salvage and recycling agents can reduce costs and improve efficiency through system integration to enable real time information on availability and cost of reclaimed parts to be factored into the claims process at the front end, supporting claims assessment and repairer estimates.
Exhibitors at the Motor Claims Showcase Event include:
Automotive charity Ben has revealed that one in five people in the industry are now struggling to keep up with the rising cost of living.
It says it has noticed a significant increase in people reaching out for support in managing their finances and also dealing with the impact that financial insecurity has had on their mental health.
Apart from providing advice, information and guidance on managing finances or debt, Ben has also created a dedicated page with the top 10 tips for reducing living costs. This includes everything from weekly meal planning to reducing water wastage.
Rachel Clift, Health & Wellbeing Director at Ben, said, “While we can’t alter the rising cost of living, there are many ways that Ben can make life easier for those struggling with financial troubles. Whether that’s making sure you know which benefits you may be entitled to or helping you to manage your money in the short or longer term – we’re here to help.
“Many people suffer in silence because financial insecurity carries a lot of feelings of shame and low self-esteem. We often find that people wait until a struggle becomes a crisis before reaching out to Ben for help. But our whole purpose is to help our automotive family to overcome life’s challenges – without judgment or prejudice.”
Environment, Finance, People, Supplier, Technology, vehicle sales and Words
Carzam has gone into administration just 18 months after launch, with co-founder Peter Waddell blaming the collapse on a wider lack of faith in the future of online vehicle sales.
Waddell formed the Peterborough-based company with Cox Automotive International President John Bailey in November 2020, investing £50m of their own money and promising a 24-hour nationwide delivery service.
However, outside funding has been difficult to secure as investors have become increasingly cautious about the future of online vehicle retailers. This has been reflected in falling share prices for the likes of Carmax, Carvana and Cazoo, plus the news that Dennis Publishing’s Autovia division will no longer operate its online car retail platform, Buyacar.
Speaking to The Times, Waddell said, “Business is all about taking a chance. We tried. It didn’t work. We didn’t get the funding.”
Adam Stephens and Greg Palfrey of Smith & Williamson have been appointed joint administrators.
Dean Lander, Head of Repair Sector Services at Thatcham Research, will provide a keynote address at the forthcoming Motor Claims Showcase Event highlighting the changes technology is having on the sector.
The session, ‘Automotive technology – influences and trends,’ will explore the technology and complexity of modern-day vehicles, highlighting how these advancements will reshape the motor claims supply chain both from a technical and strategic perspective.
While the data gathered in April can be considered something of an anomaly due to school holidays and Bank Holidays, the report found that the issues faced by the entire motor eco-system were deeper than expected.
He has more than 35 years’ experience in the sector at both operational and management level, with extensive expertise in running prestige, manufacturer-approved bodyshops.
Managing Director Leon Coupland said, “Having worked with Brian for a number of years, we knew he was an excellent fit for Shorade UK. Brian will be an integral part of the business as it grows, his experience and expertise have already proved invaluable.”
Bradley Rankin of FMG Gloucester was named Apprentice of the Year while father Lee, also of FMG Gloucester, ensured it was a double celebration for the family by collecting the Mentor’s award.
In total, it uncovered more than 11,000 instances of claims fraud last year – an average of more than 30 every day – worth an accumulated total of £122m.
The insurer is still investigating a further 16,700 potentially fraudulent claims.
It has extended the one-week initiative to ensure that all colleagues have the opportunity to make the most of the training activities on offer, which focus on three key areas: uncovering learning potential, uncovering hidden powers, and uncovering new dimensions.
The site now occupies more than 400sqm of floor space and is equipped with the latest technology to support the development customer-centric innovations.
Patrick Zhao, Senior Vice President, BASF Coatings Solutions Asia Pacific, said, “This investment is a significant milestone in our effort to further strengthen our R&D footprint in Asia Pacific, as well as improve our proximity to customers in one of the fastest growing regions for our automotive coatings solutions.”
Its Insurance Behaviour Tracker, which records consumer action through the renewal process, found that Aviva increased its market share by 1.7%, nearly twice as much as the second-placed insurer, RAC.
The research identified price comparison website distribution as a key driver behind Aviva growth, with more than half of customers taking out polices through an aggregator compared to just 30% who bought online or over the phone.
The Task Force was set up to understand how the sector can become more attractive to a wider demographic.
The industry body is also developing qualifications to support the sector which it hopes will, in time, lead to more diverse role models.
Car production suffers April stutter
The Society of Motor Manufacturers and Traders has reported that production fell 11.3% to 60,554 units during April. It attributed the decline to the global shortage of semi-conductors coupled with the impact of the war in Ukraine.
However, the drive towards electrification continued with 26.4% of new cars produced during the month battery-powered, with pure EVs taking a 9.9% market share.
During his 14 years with the company he has overseen growth from a small privately owned group in East Anglia with revenues of £300m to a publicly listed national retailer operating in 37 counties with revenues heading towards £4bn, while headcount has increased 10-fold to more than 5,000 colleagues.
He said, “What’s been achieved with the team has been amazing, however from a personal perspective, I feel the time is now right for me to explore new opportunities.”
Davies warns of e-scooter claims surge
Davies has sounded the alarm following the publication by the Parliamentary Advisory Council for Transport Safety (PACTS) of a new report considering the implications of legalising the use of electric scooters on roads and cycle lanes.
Bodyshop, Covid 19, Finance, Supplier, Vehicle Repair and Words
Cash flow has been a growing concern for a number of organisations in the automotive aftermarket, with fluctuating volumes, inflation and the ramifications of Covid-19 all putting a strain on resources.
Accident Credit Group has been established with the specific aim of supporting businesses in the insurance claims industry, with bespoke funding options to suit all circumstances.
Here, we speak to Sales Director Peter Bass about the ACG proposition and what makes ACG it stand out from the crowd.
Can you briefly explain ACG services?
Accident Credit Group is assisting hundreds of bodyshops restructure and rethink how they deal with credit control, invoice recovery and cashflow management, and are currently funding thousands of repairs a month. Escalating costs of parts, courtesy cars and utility bills are increasing the pressure on bodyshop cashflow. Some insurers and work providers do appear to be reaching out and helping their network partners, however, many are not, which can leave the bodyshop in a difficult situation regarding their ability to fund work.
How do you differ from your competitors?
Our experience within the repair sector started 11 years ago when we pioneered credit repair on a large scale. During that time we have gained a tremendous understanding of the sector and in doing so developed some unique financial solutions, such as our 40% advanced funding. Along the way we also pioneered funding repair invoices within 24 hours and paying work providers their repair rebates once the repair has completed – in short, ensuring everyone is paid faster. But we’re not complacent and won’t stop there; our experienced and well-connected management and investment team is constantly looking for new ideas and opportunities to work with the industry.
What is your latest product offering?
We recently launched our 40% advance funding solution, which allows bodyshops to draw down 40% of the repair value before the repair commences. This provision gives them more financial stability and enables them to take additional capacity from their work providers. The balance of the repair invoice is then paid within 24 hours of repair completion.
Why is ACG invaluable to the market?
When a bodyshop is offered more work or an opportunity to join a work provider’s network, the increase in volume and costs can compromise cashflow. Where parts are delayed and work can’t commence, even more costs are incurred and credit lines are stretched.
Our unique funding solution not only alleviates the financial pressure but also takes the stress and time out of chasing for payment.
Once we have paid an invoice to the bodyshop, usually within 24 hours, they can forget any further action, we chase the authorising party for payment. The bodyshop doesn’t have to do a thing because they have already been paid.
How are you helping to elevate standards in the bodyshop sector?
Accident Credit Group works with many well-known names within the sector. We listen and learn from those partnerships and look to implement services and products that are relevant and add value. We aim to provide a fast and efficient funding solution that allows bodyshop owners to reduce time spent chasing payment and spend more time working on their business, perhaps looking at renegotiating supplier terms and contracts, reviewing the profitability of their work providers, improving staff training and development and being more selective on which partners they want to work with.
Can you give us an insight in the growth expectations for ACG?
We are constantly looking at ways to make dealing with Accident Credit Group easier and faster. Our understanding of the sector combined with our partner relationships will enable us to develop new industry-centric products and services.
We have seen a sharp increase in demand for our services over the past few months, no doubt fueled by the constantly changing world we live in. We fully expect this to continue. Slicker processes, new products, collaborating more closely with our partners to understand what they want and how we can help will all fuel our ambitious growth plans.
Bodyshop, Car Rental, Environment, Finance, Insurance, Mobility, People, Salvage, Supplier, Technology, Training and Words
Tesla’s business operations manager – EMEA Body Repair, Craig Plant is the latest addition to the speaker line-up for the ILC/ARC360 Motor Claims Showcase event taking place on 29 June at the CBS Arena, Coventry.
The inaugural showcase event – headline sponsored by Enterprise – will see Craig join fellow panellists:
Neil Bayton, head of partnerships – UK, Trustpilot
Gill Nowell, head of electric vehicles, LV= General Insurance & ElectriX
Natalie Spurrier, technical claims director, The AA
Dave Sargeant, managing director, Gemini Accident Repair Centres
to discuss the future of motor claims from FNOL to fulfillment. The session will explore a multitude of factors already and increasingly set to influence the sector such as social trends; technological advancements; environmental commitments; people requirements and much more.
Mark Hadaway, managing director of ILC and co-founder of ARC360 said, “We are thrilled to have such an influential and diverse line-up of businesses committed to this session exploring the future of motor claims.
“It serves to highlight just how rapidly the motor claims sector is evolving influenced by household brands alongside names more familiar to our sector.”
The full day’s agenda includes a host of other keynote sessions; a Partner Showcase stage with sessions hosted by Enterprise, Innovation Group and Solera Audatex amongst others; an ILC first ‘next generation’ meet and greet session; as well as a fully immersive exhibition arena.
Visitors can choose to spend the day as they wish with networking opportunity also in plentiful supply.
The event will host more than 400 key persons of influence from across the claims sector representing insurers, claims management companies, repairers, along with a host of product, equipment and service suppliers.
