Achieving Right-First-Time Deployment in Motor Claims

With the challenges currently facing the motor claims industry, promoting right-first-time deployment is a crucial part of minimising repair delays, and promoting a positive customer experience.

Here we discuss the importance of right-first-time deployment in motor claims, and how insurers and their repair partners can take action to deliver it.

What is meant by ‘Right-First-Time Deployment’?

Right-first-time deployment means identifying a task’s requirements correctly and in full before deploying the necessary solutions. This ensures that the given task is completed the first time around with no need for follow-ups, interventions, or subsequent attempts.

Right-First-Time Deployment in Motor Claims

In motor claims, this is used to describe the accurate deployment of recovery and repair services when a vehicle is involved in an incident. Deploying the right solutions first time is vital for minimising repair delays, mitigating claims costs, and delivering a positive customer experience.

What are the benefits of Right-First-Time Deployment?

Taking a right-first-time approach within motor claims has benefits for insurers, repairers, and policyholders alike. These include:

– Mitigating vehicle repair delays

With the challenges currently facing the vehicle repair industry, deploying the right services first time is crucial for minimising delays, and maximising efficiency.

This helps to eliminate unnecessary hold-ups in the repair process, ensuring the required parts and services are identified before a vehicle arrives on site.

– Communicating with customers

Deploying the right solutions first time strengthens communication with customers, letting them know exactly which repairs are needed, why, and the estimated timescales involved.

This promotes a more transparent claims journey, throughout which customers remain aware of what’s happening to their vehicle.

– Controlling claims costs

Getting repair requirements right first time reduces the likelihood of inflated costs later in the process. Instead, repairers will know exactly what work is required before the vehicle arrives on site, allowing them to provide an accurate quote pre-deployment.

This helps insurers to keep claims costs to a minimum, and in-line with the estimates made at triage stage.

How can Right-First-Time Deployment be achieved?

Achieving right-first-time deployment means strengthening how you collect and analyse claims data. This includes:

1 – Collecting high-quality incident reporting data

The quality of the data collected at FNOL stage has a huge impact on your ability to deliver right-first-time deployment. It’s important to capture as much accurate information as possible during the incident reporting stage, which can be used to inform triage and engineering decisions.

Using an eNOL solution allows policyholders to upload images of the damage their vehicle has sustained. This allows insurers and repairers to better understand the repair requirements, and deploy the necessary solutions sooner.

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2 – Promoting a well-informed repairs triage process

A well-informed triage process is key to right-first-time deployment. This means making sure all claims data is collated, and can be accessed easily for triage assessment.

This includes any images or details of vehicle damage, which will help triage teams to identify the most time and cost-effective solutions on a case-by-case basis.

For example, this data could be used to allocate mobile repair services for eligible vehicles – providing a quicker repair turnaround, and freeing up on-site capacity.

3 – Utilising technology to increase data & decision accuracy

Utilising technology can help to increase the accuracy of claims data, and inform right-first-time decisions. This may include implementing an eNOL solution for incident reporting, or trialling AI/VI integrations for damage assessment.

There are a number of both established and emerging technologies available to insurers, many of which seek to promote right-first-time deployment through intelligent automations. Read more about this topic in our article covering Technologies in Motor Claims.

4 – Communicating with service providers effectively

Communicating effectively with service providers ensures all vehicle requirements are understood from the outset. This allows repairers to issue accurate details of the work required, as well as an estimate of its cost – which can be reviewed for efficiency from an engineering perspective.

This can be achieved by ensuring repairers have as much quality data as possible to estimate repair requirements. This may include descriptions/images of damage acquired at FNOL stage, which will help repairers to identify which parts need replacing, and which can be repaired.

The more information you provide to your service providers, the more accurate their estimates will be the first time around. It also ensures they’re able to accommodate vehicles’ requirements before they arrive on site, reducing the risk of rejections and/or delayed repairs.

In summary: Right-First-Time Deployment in Motor Claims

In motor claims, right-first-time deployment is used to describe the accurate provision of repair/recovery services when a vehicle is involved in an incident. Getting this deployment right the first time around ensures minimal delays in the claims process, and allows the vehicle to pass seamlessly through its repair journey.

Right-first-time deployment can be achieved by:

  • Collecting accurate, qualitative information at FNOL stage
  • Promoting a well-informed vehicle triage process
  • Utilising technology to increase data & decision accuracy
  • Communicating effectively with repair partners

Right-first-time deployment can help to mitigate delays within the repair process, as well as keeping claims costs to a minimum by fully understanding the work required. This makes it a vital initiative for both insurers and their customers alike, promoting a quicker, well-informed claims journey.

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