In a typical fleet, 20 percent of drivers will be involved in some type of loss in any given year, from the smallest windshield crack to the total loss of a vehicle. In these circumstances, it is valuable to have an experienced fleet manager take charge.
Following are the key elements of handling loss and processing claims.
Initial Incident
Many lease customers receive a designated phone number to call in the event an incident occurs. Generally, when a customer calls, an initial accident report is taken. Safety is the most important issue, so it is important to know how many people and vehicles are involved, if there are any injuries and if emergency medical assistance is needed. After ensuring everyone’s safety, the fleet manager can determine the next best step, such as emergency roadside assistance, towing or car rental.
Minimizing Costs
Once the customer is back on the road, the fleet manager can begin processing the accident to ensure the vehicle gets the highest quality service at the lowest possible price. To start, the manager should make sure people reviewing the damage to the vehicle are qualified technicians. For example, for body repair, a technician should be trained in auto estimates. For mechanical damage, technicians should be certified by the National Institute for Automotive Service Excellence. Both will help ensure the proper repairs are done with the highest quality workmanship and at the most cost-effective price. A technician also may flag any warranty work that should be performed.
Furthermore, a fleet management company may maintain a nationwide network of repair facilities to recommend to customers. These relationships enhance the fleet manager’s ability to work closely with body shops to secure advantages on behalf of the customer. These can range from comparing pricing to monitoring repairs, arranging rentals, monitoring rental invoices and ensuring the overall quality of the repairs.
Maximize Subrogation
In the unfortunate event of damage to or loss of a vehicle, customers who paid for vehicle insurance want the peace of mind that they will be taken care of promptly and professionally. When processing a claim, fleet management companies typically obtain all of the legal information necessary to assist the customer in the collection process, including police reports, vehicle registrations and insurance information.
A fleet manager who is trained in subrogation can aggressively analyze every claim to determine the likelihood of collecting and provide customers with an accurate picture of the situation.
Risk Management Reporting
Because fleet management companies pay close attention to their customers’ losses, they are one of the best resources for risk management. Making loss control staff available to help customers understand reports and losses is an invaluable way to keep the lines of communication open.
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Wednesday, September 8, 2010