The BBC has appointed Total Accident Management to provide motor accident management services across the BBC’s hired, leased, owned fleet of over 24,000 cars and specialist vehicles.
Total was chosen for its value for money accident management offering following a rigorous evaluation of Total’s tender proposal which when compared against other bidders provided the most cost effective solution while at the same time achieving the highest quality score.
It will manage everything from First Notification of Loss through to repair of the BBC fleet, all liaison with third party suppliers and internal BBC departments, as well as Uninsured Loss Recovery services.
Total has developed a ‘damage evaluator process’ to ensure the most suitable method of repair is adopted for the type and severity of the accident damage, at the same reducing vehicle off the road times and repair costs.
Each vehicle will be sent via the most efficient repair route. Minor body damage will be repaired via a network of mobile bodyshops enabling the minor damage repair work to be undertaken at a location convenient for the driver (home or office as an example). This ensures downtime is limited to one day only, and eliminates the need for a hire vehicle. Major damage repair work will however be sent via the more traditional bodyshop route.
As both companies are focussed on optimising customer services, the BBC will take part in Total’s driver customer survey services. This process requires all BBC drivers to be surveyed following completion of a repair, so Total can measure driver satisfaction throughout the repair process on a daily basis, this information will then be fed back to the BBC during the monthly review meetings.
Total has worked closely with the BBC’s preferred suppliers for third party claims handling and short term rental to implement the new agreement in just a six week timeframe.
The nature of the BBC fleet sees the company utilising a high volume of short term rental vehicles, which is why Total’s services encompass a fully comprehensive rental damage management programme.
Penny Stoolman, managing director of Total Accident Management, said: “We are pleased to be providing a comprehensive range of services to the BBC and help them keep their vehicle off the road times and repair costs in check.
“Our damage evaluator process, ability to manage mixed fleets and flexibility of working with third party suppliers stands us in a good position to work with the BBC and further develop its fleet accident approach over the coming years.”