Our claims management process
First notification of loss
Our online booking solution and experienced customer advisors are available to take bookings and answer questions from policy holders 24 hours a day, seven days a week.
Through our service centres and our mobile services, we have great national and international reach, and our business partners feel rest assured that their customers and fleet will be back on the road quickly and safely.
Verification and anti-fraud
Exchanging Vehicle Recognition Number (VRN) databases enables us (with the permission of the policy holder) to electronically validate policy cover from the customer’s first contact with us. This saves time and the need to call the insurer, lease or fleet operator for authorisation, and reduces billing errors and fraudulent claims.
We know that fraud is one of the biggest avoidable elements of our partner’s total claims costs and anti-fraud is central to our claim management solutions. We have a proven track record in prevention of insurance fraud, achieved through investment in our staff training, our robust monitoring procedures, and our integrated and comprehensive IT systems.
International Service Process (ISP)
In Europe, we provide a unique international service, which delights customers and mitigates the severity of costs for our partners. One call does it all: customers can report glass damage in their native language, whenever and wherever they are. We’ll handle the claim directly with the insurer, lease or fleet operator, in accordance with their claim handling conditions.
We also offer a full-service claims handling solution to a number of partners. This is our predominant business model in the USA with Safelite®
Warranty and value
We are confident in the quality of our service and, as such, we provide our partners with comprehensive warranties in each of our markets. We dedicate significant time to thoroughly understanding our partners’ businesses, so that our service can encompass the key performance indicators that are crucial to them. Whether focusing on retention, customer satisfaction, cost mitigation, speed of service, or fraud prevention, we take pride in offering our partners a competitive advantage.
