Recent claims that insurance companies are likely to send customers to a preferred repairer have prompted key players to defend a business/industry partnership which supports best practise in collision repairs and maintains best outcome for the customer.
Collision Repair Association general manager, Neil Pritchard, has been talking about
changes in the way crash repairers acquire business, claiming that some insurance companies send their clients to a preferred supplier, which can result in jeopardising quality of work and reducing the ability of repairers to return damaged vehicles to their original manufactured state.
Steve Noyer of Moselle Panelbeaters of West Auckland says that while some insurers may be cutting corners, he speaks highly of his five year partnership with IAG NZ, New Zealander’s largest general insurer, which operates under the NZI and State brands.
“Our system is open, transparent, and justified and we operate on a robust auditing process. Assessors and repairers agree collectively on best method of repair, for the best outcome, and I have experienced this best practise system for the last five years, says Mr Noyer.
“Customers are provided with a choice of three repairers in their area, and are called with a quote based on digital estimates within two hours. Our parts trader system is open to all insurers and the assessors and repairers mutually agree on quantum and repair method, which is discussed with the customer”.
Included in the other half of this productive partnership are IAG assessors, who form part of the team of IAG National Claims Services Manager, Barry Adkins.
“Our business model is partnership-driven with the aim of benefiting all parties. As the insurer, we use a network of contracted repairers for consistency and value for money. For the insured, we offer a guarantee for life ownership of vehicle through contract repairers”, says Mr Adkins.
“Our assessment guidelines were developed in consultation with the industry and Gold Repairers, ensuring flexibility in commencing repairs. We have an open market tender for parts procurement with the aim of facilitating qualify repair to manufacturer’s specifications, returning vehicles to their prior condition”.
Repairers under contract with IAG reserve the right to decline work unlike some industry suppliers who Mr Pritchard are claiming are being forced into a lowest quote competition. Mr Pritchard is also concerned about the consumer who he is saying has lost the right to choose their repairer.
“We support both the repairers’ and customer’s choice. Our role as motor assessors is to qualify and quantify damage in agreement with the repairer. We are about providing guidelines on price, based on vehicle type, and ensuring our customers always have a choice”, says Mr Adkins.