Warranty & GAP Overview. QBE Insurance Europe Limited (Dubai Branch)

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1 Warranty & GAP Overview QBE Insurance Europe Limited (Dubai Branch)

2 QBE Product Solutions Extended Warranty Return to Invoice (RTI) Financial GAP Protects your vehicle against mechanical and electrical failure when the original manufacturer s warranty has expired. Covers the gap between the purchase price and the insurance value if your vehicle is stolen or written off Covers the gap between the outstanding balance on the finance and the insured value if your vehicle is stolen or written off. Rapid Repair Provides small accidental damage cover for your vehicle, protecting the appearance and value of your vehicle. Page 1

3 GAP Gap brings the client back to original value. We can structure a GAP scheme for dealers and Banks independently or combined GAP (RTI) is return to Invoice and is linked to vehicle purchase price Financial Gap is linked to loans GAP (RTI) works in the event of Total loss of the vehicle due to accident or theft Auto Insurance Cover reduces in Sum Insurance every year Gap can be bought for 12 months, 24 months or 36 months Gap is bought separate from Auto Insurance allowing better flexibility to negotiate best Auto insurance deal separately from GAP cover Motor Policy Sum Insured GAP (RTI) Insurance Sum Insured 12, 24, or 36 month period 12, 24, or 36 month period Presentation Name Author/December 09 Page 2

4 GAP Coverage What is covered? Shortfall following to: Total loss Theft of vehicle What is Shortfall RTI: difference between vehicle Original value & cash compensation of a comprehensive motor policy (after deductible and salvage) Financial Gap: at the time of total loss, a difference between settlement to bank and cash compensation of a comprehensive motor policy (after deductible and salvage) What is excluded? Depends on the nature of the exact final GAP cover but generally excluded is: The amount payable by the primary Insurer for the total loss Any excess on the Motor Insurance Policy. The amount beyond the shortfall. Presentation Name Author/December 09 Page 3

5 Advantages of offering a Gap program For the dealer Commission on the sale on the Gap policy. Additional possible product option for a vehicle sale. Opportunity for repeat vehicle (and policy) sale in the event of a claim. Customer retention For the vehicle owner: Peace of mind from being covered for the financial shortfall following a total loss. Ability to purchase an equivalent vehicle upon settlement of claim. Depending on original vehicle financing then the loan provider may arrange for the cost of the cover to be spread over the period of the loan (QBE to receive premium up front). Customer clearly knows where they stand whatever the experience with the primary motor insurer. Presentation Name Author/December 09 Page 4

6 Extended Warranty Covers sudden & unexpected mechanical or electrical breakdown of the insured vehicle which occurs outside the original manufacturer s warranty. Manufacturer Warranty Extended Warranty Warranty is available for: New vehicles Existing car park Used vehicles Commences at expiry of MF warranty OR point of vehicle sale Many coverage options: Platinum; Gold; Silver; Bronze Up to a total of 5 years inclusive of the manufacturer s warranty period with multiple kilometre options Vehicle Km Page 5

7 Coverage Options Electrical System Engine Fuel Injection & Emission System Air Con & Heating System Safety System Program Plan Platinum Coverage Gold Coverage Silver Coverage Bronze Coverage Cooling System Turbocharger & Air Compressor Hi-Tech Suspension In Car Entertainment Transmission & Clutch System Drive Axle Brakes Steering Page 6

8 Benefits of Extended Warranty The Broker Enhances your value proposition Increases your revenue stream for little investment Gives you an edge over your competitors by offering unique, value-add products Helps you to retain clients Minimal work in managing the programs, the majority is done by QBE Dealer / Manufacturer Additional revenue stream Increases car sales profit Increases parts and service profit Improvement in customer retention Value-added product assisting the retailing of new/used vehicles Reduces warranty goodwill claims The End Customer Provides protection from unexpected and unaffordable repair bills Provides security, confidence and peace of mind Unlimited number of claims Warranty can be transferred when vehicle is sold = better resale value Protection from inflation of rising costs of parts and labour Page 7

9 Collaboration Broker Partner Identify client opportunity Joint presentations with QBE Client negotiations Premium collection / Commission payment Support for client training Ongoing relationship management QBE Product, pricing and contracts Online administration system Program Administration Claims Management incl. claims payments Training workshops, dealer visits, online Management reporting Page 8

10 Administration System - DANNI Facts & Features: Well established system used worldwide System owned by QBE Multilingual Multiple product options Quick quote facility Dealer variable premium Branded for client Reporting User Benefits: Access for dealers to enter policies and print certificate at point of sale Automatic data validation and price generation Efficient online claims approval process Online communication between dealers and claims team Client overview access for broker Page 9

11 Example GAP & Warranty Registration Process Insured inputs vehicle and customer information into Danni Danni validates data and calculates program price Insured prints out certificate from Danni Insured attaches certificate to warranty booklet* and gives to customer Vehicle attached with Extended Warranty * Option to print terms & conditions directly from Danni instead of booklet. Page 10

12 Basic Claims Process Customer Authorise Repairer Claim Process Vehicle Breakdown /in need of a repair Customer Takes Vehicle to an authorise repairer Diagnose the problem with the vehicle Submit claim information into Danni Receive information through Danni Verify Vehicle data Request further information if necessary Customer receives vehicle Nothing to pay Repair vehicle Send Claims invoice to QBE (with customer signature) Receive Payment directly form QBE Authorise the repair in Danni Danni provides authorisation number Presentation Name Author/December 09 Page 11

13 Effective Training QBE provide the following training methods: Regional workshops Individual dealer visits Train the trainer Online training Broker partner to support the client training Training material is tailored specifically for each client Training material is focussed on the relevant trainee (e.g. salesperson; workshop; etc) Danni System Claims Process Sales Techniques Warranty Training Product Knowledge Benefits of Warranty Customer Objection Handling Page 12

14 QBE Management Reporting Monthly premium and claims bordereaux reports to broker and client Quarterly management reports to broker and client Quarterly performance reviews with broker and larger clients Proactive approach to underwriting control to avoid unnecessary knee-jerk reactions Page 13

15 QBE Clients QBE works in partnership with the following clients in specific parts of the world Page 14

16 Clients to Target QBE Product Protection are targeting the following: Motor Vehicle Manufacturers Motor Vehicle Importers / Distributors Motor Vehicle Dealer Groups / Dealers Used Car Markets Major Banks Auto Loan Finance Companies Leasing Companies Corporate Fleet Clients Page 15

17 QBE Insurance Europe Limited (Dubai Branch) For information about QBE, and business in the middle east please refer to Presentation Name Author/December 09 Page 16

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