Covéa Insurance has become the first major UK insurer to embrace the full range of mobile and fixed site services now available from AutoRestore following its recent purchase of the ADR group of bodyshops.
Already a client of the 11 midlands based fixed sites, it is claimed the pioneering move will witness Covéa Insurance offering its policyholders a totally seamless journey from the point of their claim registration right through to a choice of type of repair service, time and location.
As part of the new integrated service, customers will be transferred from their initial phone call to Covéa, directly through to AutoRestore’s bespoke customer contact facility where they will be offered the appropriate vehicle repair service to suit their own personal needs
This might be a mobile repair service at their home or workplace using one of the company’s 130 mobile rigs and completed in less than 1 day, or it could be a fixed site repair if the damage is more severe.
Barry Street, head of function - claims motor engineers for Covéa Insurance said: "We continually focus on improving the customer journey and claims experience for our policyholders so a fully integrated and tailored mobile or fixed site solution makes perfect sense.
"As well as the obvious customer service benefits which will deliver higher NPS scores, the new partnership with AutoRestore will mean significantly faster vehicle repairs because up to 20% of our claims can now be completed in less than 1 day using their unique mobile Rig."
As well as customers having the choice of a same day mobile service which comes to them or the option of a traditional bodyshop in the 30% of UK postcodes, it is the surety of supply and the sustainability of the business behind this offer which really appealed to Covéa Insurance, says AutoRestore.
"We have a longstanding relationship with Belron via Autoglass, a sister company of AutoRestore,” added Street, “And previously with the ADR bodyshops so I see this as a natural strategic extension of our existing agreement and we feel confident that they will continue to provide a first class, cost effective service with their combined ‘mobile’ and ‘fixed site’ model.
We are delighted to partner with AutoRestore and they will form part of Covéa Insurance’s valued approved repairer network to further support our competitive advantage.”
Chris Eldridge, managing director of AutoRestore added: "This is a great endorsement of our strategy to become the natural choice for all types of crash repair and we are delighted that Barry Street and the team at Covéa have become the first to recognise and embrace the benefits of our combined offer not only for their customers but also for their business."