car rental


John Ellis


MANAGING DIRECTOR NEXUS VEHICLE RENTAL


Replacement vehicles


Streamlining replacement supply – inall weathers


The car rental industry is working hard to maintain and improve levels of customer service. John Ellis explains how the provision of replacement vehicles on behalf of the insurance industry is being streamlined - come rain or shine


ost and efficiency pressures are a constant challenge, and a prime example of that is the demand for replacement vehicles from the motor insurance sector within its claims handling process. But this challenge is multiplied many times over when there is an unexpected peak in accident rates, due to freak or prolonged weather conditions. All sorts of vehicles for temporary replacement can suddenly come into demand, and poor weather conditions can even affect the delivery of the replacement vehicles themselves. In consequence, any


C


reputable specialist vehicle rental provider must offer access to the widest possible supply chain. Replacement vehicle supply


14 insurancepeople JULY/AUGUST 2011


is absolutely crucial for the customer experience and has a serious impact on brand reputation and customer loyalty. Motor insurance customers have high expectations that they will be back on the road swiftly, all as part and parcel of the customer service they have come to expect from their insurer. And ideally in a vehicle of equal quality and size. Getting the right vehicle to the customer within a realistic timeframe is essential. But when extreme


circumstances interfere, there really does need to be a good understanding of what is truly possible so that customer expectations can be properly managed. A streamlined and consistent approach by rental


companies and insurance suppliers therefore needs to be adopted to keep customers happy.


When appalling weather conditions strike - as in the example of last winter - insurers depend upon access to an extensive national network of car rental providers, with achievable priority for urgent cases. Such a network itself depends on strong working relationships with most of the major rental companies as well as a myriad of smaller regional and specialist vehicle rental suppliers. This means that supply can be guaranteed, including all the ‘non-standard’ requirements that insurers often face when providing like-for-like replacement vehicles, from large


commercial trucks to taxis, prestige vehicles and even ice cream vans!


This ultimately gives insurers the confidence to be able to maintain customer service standards and supply without the headache of managing a multitude of suppliers, which is crucial in the highly competitive motor insurance marketplace. Technology is important, of course, to help streamline the rental management process and to maintaining cost control. Dedicated solutions, capable of handling every aspect of replacement vehicle activity for motor insurers, enable them to make and amend bookings as well as providing real time management information.


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36