How to deal with increasing complexity in vehicle body repair?
New vehicles entering the market are manufactured with lightweight, innovative materials and equipped with modern, safety enhancing technology. This development, and the rapid growth in market share of electric drive-line vehicles, affects how these vehicles need to be repaired after a collision. Not only does this create challenges for body shops, but also for insurers, lease companies and other fleet owners involved in this process.
In our white paper we examine the impact of these innovations on repair in detail.
Three of the multiple technological developments that are changing the nature of vehicles entering the market today are:
1. Advanced Driver Assistance Systems: ADAS technology
ADAS equipped, or “smart” vehicles, are safer and more comfortable than other vehicles. ADAS help prevent “smart” vehicles from colliding with other vehicles, but the converse is not the case. The repair process for ADAS equipped vehicles is complex and repair costs are higher than for vehicles without these technologies. More information about ADAS is found here (www.adasalliantie.nl).
2. Growing market share for electric vehicles
The market share for electric vehicles in Europe is growing at a rapid pace. Over one million new electric vehicles entered the market in 2020. Our white paper details the growth statistics.
The increasing demand from OEMs for vehicles to be qualitatively and safely repaired in certified body shops, requires body shops to invest heavily in training and equipment.
3. Use of innovative, lightweight materials
The use of materials like carbon, aluminum and new steel alloys, means vehicles are lighter and stronger, which contributes to emission reduction and safety. However, proper training and investment in equipment that is suitable for the safe repair of these materials is required.
Implications for insurers and fleet owners
Key questions insurers and fleet owners must ask when organizing their processes around body repair are:
- How can we safeguard optimal, qualitative repair in the fast changing environment, given a company’s responsibility for customer safety?
- How can we limit the potential risk of damage resulting from incorrect repair?
- How do we keep repair costs fully under control in the rapidly changing environment?
- How can we optimize customer satisfaction around repair and prevent poorly executed repairs from having a negative impact on customer satisfaction?
This requires an integrated approach that starts with repair quality and optimizes costs and customer experience at the same time.
This approach is based on three important points:
- Insurance companies and fleet owners should actively arrange qualitative repair, empowering their network of contracted body shops to deliver an optimal performance and not leave it to the individual body shops or chains.
- Specific steering to specialized body shops, matching the damage with the specific capabilities of the body shop.
- Keep costs under control, by defining optimal routing not only for complex damages but also for simple, one-day-repair, damages.
Openclaims offers a six-step, integrated solution that not only considers safety aspects, but optimizes for costs and customer experience at the same time.
1. Understand your fleet characteristics
2. Map your network capabilities
3. Collect, interpret and forecast your repair data
4. Implement a flexible infrastructure for sophisticated steering
5. Organize the triage between simple and complex damages
6. Optimize steering, processes and agreements
We explain these in detail in our white paper
For more information about these developments or about the Openclaims approach, please fill in the form on our contact page.