1 BLD & Your Claim Danielle Davies BLD Group 4/3/2013
2 The UK s leading provider of motorcycle insurance claims management BLD is the UK s leading provider of motorcycle insurance claims management offering a full range of credit hire, repair, storage and claims services. We are passionate about bikes, a passion which has earned us an unrivalled reputation for customer service and satisfaction. We are the largest motorcycle credit hire company in the UK with a fleet of 750+ premium bikes ranging from 50cc to 1250cc. We are also one the UK s largest motorcycle repair specialists employing 27 full-time qualified mechanics, 1 apprentice and 12 painters, in state-of the art service and repair centres. We have 6 UK service centres, located in Ringwood, Bournemouth, Brighouse, Camberley, Birmingham and Cumbernauld as well as Lisburn (Belfast), providing a complete in-house service capability. We are motivated by the efficiency and quality of our service. Staffed by motorcycle experts and experienced claims professionals, our team is highly trained and knowledgeable. Offering dedicated support to customers throughout the claim, our processes are transparent, fully auditable and benchmarked against industry leading service level agreements (SLAs). Using in house custom built claims management and repair tracking software we achieve rapid turn around, and reduce hire costs. Key Facts - Association of British Insurer approved Tier 1 service provider (GTA) bikes, largest in-house fleet in the UK - 6 locations across the UK and Northern Ireland - High calibre management team with significant insurance and motoring industry experience - Industry leading SLA performance benchmarks - Pro-active case management using in-house custom built repair-tracking and claims management software, new in Online management and customer information - Full members, and Executive Committee member, of The Credit Hire Organisation. Our Services Tailored to your needs - Motorcycle, moped and scooter claims management services. - Motorcycles, mopeds and scooters for hire anywhere in the UK (including Northern Ireland) - Essential helmet hire and purchase of new replacement helmets at discounted rates. - Collection of damaged bikes from anywhere in the UK. - Storage for damaged bikes at BLD s service centres in UK or Northern Ireland pending repair or salvage disposal.
3 - The UK s largest motorcycle, moped and scooter repair specialists. - Assistance in disposal of salvage at highly competitive rates - Purchase of new motorcycles, mopeds and scooters with considerable discounts. Integrity and professionalism for all parties Professionalism and integrity is core to our success. As an independent service provider, we seek to add value to all parties involved in the accident management process. In particular our focus on customer service excellence and faster turnaround means all parties remain highly satisfied. We monitor our performance daily to ensure we meet and exceed the industry-leading standards we put in place with our partners. Customer service excellence BLD is instructed by most of the UK s leading motorcycle insurance brokers, companies, legal expenses insurers, accident management companies and solicitors in respect of both defendant and claimant referrals. What our customers say Your company is always in total control of the situation, which does inspire confidence. D.Kernahan, Biker The service I received was second-to-none, you and your colleagues kept me up to date on at least a weekly basis which was very reassuring, once again thank you all for an efficient and friendly service which seems so rare these days. G.Simpson, Biker The efficiency of your organisation and the no-nonsense attitude of your team made everything so much easier. T.Morton, Young Biker s Mum I would like to thank you and your staff for the excellent service and quality of craftsmanship in repairing my motorcycle. S.Bristow, Biker The service provided by your company has exceeded my expectations, in particular the level of assistance offered by your staff who were a pleasure to speak with on the telephone and always helpful. D.Cartwright, Biker
4 Contents Welcome 1 How to use this guide 1 Glossary of common insurance terms explained 1 Introduction 2 Our Operators 3 Information you must tell us 4 Are BLD providing you with a hire vehicle? 5 Are BLD dealing with repairs? 7 Inherited Charges 8 Are you using a repairer other than BLD? 9 Is your motorcycle being repaired by your fully comprehensive insurers or representatives? 10 Are BLD recovering your uninsured losses? 11 The recovery of BLD costs 11 Glossary of Terms 12 BLD complaints procedure advice to clients 16 How do you make a complaint? 17 What is a regulatory complaint? 17 What happens next? 18 Treating customers fairly 19 Conflicts of interest 20 Emergency contact details 21 Terms of business/customer charter 22
5 Welcome Welcome to BLD. As a new or returning customer, we want to help you to be aware of what we can do for you, and how our systems work. This booklet is designed to do just that, with full descriptions of what we do, and how you can get the best from our services. IT also provides you with details of how to contact us if you need to. How to use this guide The guide is laid out in several sections. As we provide different services to many of our customers, it is likely that not all sections are relevant to you. However, we still recommend that all our customers read the guide in full in order to make sure they have understood everything we offer. We have tried to cover all the usual queries and questions raised by our customers, but please feel free to contact us if you are unclear on any of our products or services. Glossary of common insurance terms explained The insurance industry is a complex one. Phrases and expressions are frequently used that can be confusing for those who are not familiar with them. We have tried to make this easier for you by providing a glossary of common terms, which can be found at the back of this guide. Terms that are covered in the glossary are italicised in the text.
6 Introduction Bikers legal defence (BLD) was established in 2000 and is now the largest motorcycles hire and repair business in the UK. BLD aims to get riders back on the road as quickly as possible after an accident by offering a credit hire motorcycle, plus assistance with your claim to recover either repair costs or the pre-accident value of your damaged motorcycle. We provide a one-point solution to getting you back on the road, and to dealing with your claim for damage to your bike. We have many years experience dealing with insurance companies on behalf of our clients, and the services we provide is highly respected throughout the industry. BLD is authorised and regulated by the Financial Conduct Authority (our FCA registration number is ), and is also regulated by The Claims Management Regulator, in respect of regulated claims management activities (our registration number is CRM3332). Our Operations BLD operates out of 6 locations, Ringwood, Bournemouth, Camberley, Brighouse, Birmingham and Cumbernauld, from with we provide nationwide coverage, and in addition work with commercial partners to provide coverage for Northern Ireland. We are recognised by the Association of British Insurers (ABI), and can be found on their website The ABI had agreed the terms under which credit hire organisations work with most insurers, and these are rules by which we conduct our business. We deal with all major insurance companies, and have good relations with them making it easier for us to recover your costs. BLD specialise in the provision of hiring motorcycles on a credit hire basis, enabling you to have the benefits of replacement transport with funding the cost.
7 As BLD provides you with a bike on credit hire, and recovers these costs from third party insurers, all requests for payment will be raised in your name. Requests for payment will be passed directly to the insurer of the person who caused the accident for payment. BLD will always attempt to recover full costs from the At Fault Driver s Insurers (AFDI) on your behalf; however, at all times you have a residual liability for hire charges. Due to recovering costs from the other sides insurance, it is important that you respond quickly to any requests you receive for information, and that you make us aware of all the facts relating to your accident. It is a requirement of all credit hires that they should be kept as short as possible to minimise costs to the AFDI. In the event that you cause unnecessary delays, or are untruthful in respect of the accident circumstances, you may be responsible for all or part of our unrecovered hire charges. Information you must tell us - If you have access to another vehicle and therefore have no need for a hire motorcycle. - If you require L-plates on hire motorcycle. - If you have any points on your licence. - If you are not using the hire motorcycle you have been provided with. - If your circumstances change and you will no longer be using the hire motorcycle. - If any damage is caused motorcycle. (Please note: you are responsible for the general running and maintenance of the hire motorcycle, including punctures). - If your insurers are not acting promptly. - As soon as a payment is received for your motorcycle - As soon as the repairs to your bike are complete, if these are not being carried out by BLD.
8 Are BLD providing you with a hire vehicle? BLD will contact you the day before the hire is due to commence to arrange delivery of the motorcycle with you. When your hire motorcycle is delivered you may be required to pay a 50 deposit to our driver, which is held against damage or misuse of our motorcycles. In the event that you damage the hire vehicle, or it is stolen whilst in your care, you will be responsible for an excess to the minimum of 500, dependant on your age and original insurance cover. If your own motorcycle is covered fully comprehensively, the hire bike excess will be limited to the sum of 250, and if your own cover is third party or third party fire and theft, the hire bike excess will be the sum of 500. Alternatively, you can pay a non-returnable sum of 70 for the collision damage waiver (CDW). By doing so, you will not be responsible for paying the excess in the event of damage or theft of the hire bike. However, this facility is only available to clients who are aged 25 years or older. Any pre-existing damage to the hire motorcycle will be noted on an orientation sheet and signed by you and the driver so that you will not be held accountable for this on collection. Your claims handler will monitor the hire duration and ensure this is kept to a minimum. You will be contacted every week by your claims handler to confirm you still require use of the hire vehicle. You will be provided with a hire agreement that is valid for a period of up to 85 days. You should not ride our hire vehicle after advised date, unless we advise you otherwise, as you will not be covered by our insurance. When the hire vehicle is due to be collected you will contacted by your claims handler and advised we need to end hire and why. Our hire department will then contact you to arrange collection. Please be aware that hire will end automatically: - If the 85 day limit is reached - 7 days after a total loss payment is received - Immediately once a cash-in-lieu payment is received
9 - Within 24 hours of repairs being completed - Immediately if you are found to be at fault for the accident. Please be aware that you are responsible for the maintenance and general running of the hire vehicle including punctures, as detailed in your hire agreement. Are BLD dealing with your repairs? If BLD are dealing with the repairs to your damaged vehicle we will collect it from an address advised by you. Once your vehicle arrives at our premises it will be inspected by one of our technicians and an estimate for repairs compiled. This estimate will be sent to the appropriate insurer, being the AFDI or your own insurer if you are comprehensively insured, and we will request that their engineers inspect your vehicle. BLD will chase the appropriate insurer to inspect your vehicle, should they fail to respond to our initial request. You will be informed of the inspection results as soon as they are known. We also have Delegated Authority agreements with some insurers, which means that we can commence the repairs to your bike immediately, without the need for an engineer to inspect. If the vehicle is repairable we will ask the appropriate insurer to authorise repairs. However, this is subject to them accepting liability. We will not start repairs on your motorcycle without the appropriate insurer authorisation or pre-payment of repairs from you. We will keep you updated on the progress of you motorcycle repair at regular intervals. If it is confirmed that your vehicle is beyond economical repair, we will contact you to arrange disposal of your damaged vehicle. We will request that the appropriate insurer issue payment to you, even if this is a part payment, to allow the hire period to come to an end, which helps mitigate the costs incurred. If there is any dispute in the valuation we will need evidence from you to support an increase.
10 Should the engineer confirm that the repairs to your motorcycle should be dealt with on cash in lieu basis, we will advise you of the payment the appropriate insurer are willing to offer. Once a payment has been received, your motorcycle will be returned to you to repair at your own convenience. Inherited charges One of the benefits of using BLD is that, should we be required to collect your damaged vehicle from a storage facility, we will pay the initial costs incurred in order for the vehicle to be released. Although these are, in the normal course of events, costs that you would have to pay directly, BLD will endeavour to recover these costs from the AFDI. However, should this not be possible for reasons beyond our control, such as a liability dispute, and then you will be responsible for reimbursing us for this loss once the case is concluded. Examples include: - Costs incurred for collecting the vehicle from the accident scene - Costs incurred for storing the vehicle. Should you incur any costs by using your own repairer or a repairer advised to you by your own insurance company, you will be responsible for these costs. We will however, attempt to recover any costs for you from the AFDI. Are you using a repairer other than BLD? Do you have non-comprehensive cover? BLD have excellent repair facilities with fully qualified technicians capable of undertaking any repairs to a very high standard. If, however, you choose to use a garage of your own choice to repair your damaged vehicle, you must ensure that an estimate of repair is provided to us within a week of the incident occurring. WE will send a copy of the estimate to the AFDI and request that they inspect your motorcycle. You will be advised of the inspection results as soon as they are known. If your vehicle is repairable we will request that the AFDI provides your repairer with repair authority subject to them accepting liability. You must make sure that you inform us of any delays with the repairs, as we are required to inform the AFDI, and this may affect the hire duration. Please also let us know as soon as
11 repairs are complete, and we will arrange collection of the hire motorcycle from you. If your motorcycle is a total loss and you are being charged storage, we suggest that you remove your motorcycle from storage so that further costs are not incurred. You will be responsible for the disposal of your damaged vehicle; although we will try to help with disposal should you require us to do so. Once the insurer has inspected your bike, we will advise you of the value placed on it and request that the AFDI issue with a payment. This may be on a without prejudice or part payment basis, to allow you to come off hire, thus mitigating costs. If you do not agree with the value placed on your motorcycle you will be required to provide evidence to support an increase. Please advise us as soon as you receive a payment for your vehicle should it come directly from the AFDI, so we can arrange collection of our hire motorcycle. Is your motorcycle being repaired by your fully comprehensive insurers or representatives? If your motorcycle is being repaired by your fully comprehensive insurers you must ensure they keep the repair duration to a minimum therefore mitigating the hire claim. You must ensure that: - The accident is reported to your insurers straight away. - An estimate for repair is provided to your insurer and the vehicle is inspected within a week of you reporting the accident. - Repair authority is given to the repairer within 3 days of the vehicle being inspected, or alternatively you are advised of the total loss value of your vehicle. - If required, you must pass your vehicle registration document and MOT to your insurers immediately (it may be worth finding these at the beginning of the claim if not to hand, and send these recorded delivery to ensure they are received). If you disagree with the value placed on your vehicle you must request your insurers issue you with an interim
12 payment, and advise us, as you may not be able to remain on hire during a valuation dispute. - Once repairs are complete or your bike has been written off, you must advise us immediately and we will arrange to collect the hire motorcycle. You must always advise us as soon as you receive a payment for your motorcycle. If you are comprehensively insured and opt for BLD to carry out the repairs to your motorcycle, then advice will be given on the above steps as requested. If your insurers delay your claim in any way, and do not work to the above timescales, we will give them 48 hours to rectify the situation. However, if it is not rectified in this time we will have to remove you from hire as losses are not being kept to a minimum. Are BLD recovering your uninsured losses? If you have suffered any uninsured losses (e.g policy excess, clothing, mobile phone, etc.) as a result of the accident and you do not have any solicitors acting for you, BLD will endeavour to recover these losses for you. If you wish to make an uninsured loss claim you must: - Provide full details of the items you wish to claim for. - Provide original purchase receipts, as well as photos if necessary. - Provide an estimate for replacement items if necessary. - Always keep the damaged items in case the AFDI wish to inspect them. The AFDI may make a deduction for any wear or tear to any items, so that you will not be put back in a better position than you were prior to the accident. Normally they will not replace new for old. The recovery of BLD costs All of BLD s payment requests will be raised in your name as they are on a credit basis, and will be sent to the AFDI for direct payment. Your claim will be passed to our Technical Claims department who will endeavour to recover all BLD costs, settle any outstanding liability issues and recover any outstanding losses suffered by you, however at all times you have a residual liability for hire charges. If you have a solicitor acting on your behalf, we will also advise them
13 of these costs so that these can be included on your claim and so that the solicitor is able to gauge the total cost of the claim should there be reason to pursue the matter through courts. At- fault driver Glossary of terms The at-fault driver is the person who was the main cause for the accident. The at-fault driver may not necessarily be the person who made contact with your vehicle. AFDI At-fault driver s insurers. Cash in lieu A cash in lieu payment will be made where it is considered that you will be put in a better position than before the accident if your motorcycle were to be repaired. For example if your vehicle was not in pristine condition prior to the accident, and it was repaired with all new parts, it would be in a better position than before. Interim payment This is an amount paid to you in partial settlement of your claim. When an interim payment is made this does not mean that your claim has been settled in full nor that you accept the amount that has been offered, but is to assist with the mitigation of your claim. Mitigation/Mitigating Mitigation is keeping losses you have suffered as a result of the accident to a minimum. Motor insurance bureau The Motor insurance bureau (MIB) is a private limited company that was established in 1946 to compensate the victims of negligent uninsured and
14 untraced motorists. Every motor insurer is obliged to be a member of MIB and to contribute towards its funding. All MIB claims are dealt with in accordance with the appropriate agreement and the law. You must ensure that you have informed the police of the accident within 5 working days, or 14 days in the event that you were hospitalised, as part of the requirements under the agreement. The MIB fund is used as a last resort and they will consider claims for property damage and injury where compensation cannot be claimed from another source. They are obliged to handle claims in accordance with the agreements between the MIB and the government. If your claim requires intervention from the MIB we will send you all the appropriate forms for completion and you will be required to include all costs that have incurred as a result of you using our services in any claim made. Third party insurer The insurance company of the person who has been involved in an accident with you. Total loss Your vehicle will be classed as a total loss when the cost of repairs exceeds its value prior to the accident or if your vehicle is damaged to the extent that it should never go back on the road. If your motorcycle is a total loss you will be able to claim the current market value for your motorcycle, and if retaining the damaged motorcycle the salvage value (the value of the motorcycle after accident damage) will be deducted from the market value of your motorcycle. There are 4 different categories of total loss: - Category A: Total burnout or flood damage(salt or foul water) Severely damaged with no serviceable parts, or already stripped out shell. May not be resold. Must be crushed. DVLA require Notification of Destruction - Category B: Damaged beyond economical repair, usually with severe structural damage
15 May not be resold. Parts can be removed and sold. DVLA require Notification of Destruction - Category C: Repairable Salvage Usually applies to vehicles with significant (structural) damage, where cost of repairs exceeds book value. - Category D: Repairable salvage Minimal damage, probably not structural, but repair costs exceed the value of your vehicle, or for unusual models or grey imports where the difficulty of obtaining new parts hinders a quick repair. If you do not agree with the value placed on your motorcycle you will be required to provide evidence to support an increase in valuation such as adverts showing the same make and model with similar mileage to your own motorcycle selling for more than the valuation. You cannot remain on hire during a valuation dispute and you must request that an interim payment is issued to you. Once you receive a total loss payment for your vehicle you must advise BLD immediately. You are entitled to our hire motorcycle for a further 7 days after the receipt of a total loss cheque by BLD or yourself, whichever is first. Uninsured loss An uninsured loss is a loss that you have suffered as a result of the accident that is not covered by your insurance policy; for example any excess paid towards the cost of the repair under the terms of your fully comprehensive policy. Without prejudice IF the AFDI conduct any part of the claim on a without prejudice basis, this means they are dealing without accepting liability. You must be aware that should the AFDI make a payment to you on a without prejudice basis, and part or all of the claim is then settled against you, then the payment you have received will include an overpayment and you will be required to reimburse this to the at fault drivers insurers.
16 BLD complaints procedure advice to clients BLD is committed to providing a quality service and achieving the highest standards of conducts (and adopt these commitments as company values). One of the ways in which we continue to improve our services is by listening and responding to the views of our customers. Therefore we aim to ensure that: - Making a complaint is as easy as possible. - We treat as a complaint any clear expression of dissatisfaction with our service which calls for a response. - We treat it seriously whether it is made in person, by telephone, by letter, by fax, or via our social media outlets. - We deal with it promptly, politely and, where appropriate, informally (for example, by telephone). - We respond in the right way for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc. - We learn from complaints, use them to improve our service, and publish information on complaints for example, in our management meetings. How do you make a complaint? You can make a complaint in writing, by fax, by , by telephone or in person (by appointment please). If you are writing, faxing or ing your complaint, please provide your telephone number if a response by telephone would be convenient. If you are ing, please state if a reply by is required, and if not, please provide a full postal address.
17 If you know the department, which is relevant to your complaint, or the name or title of an appropriate member of staff, please make your complaint direct to them (referring to this complaint procedure would be helpful). If you do not have this information, please get in touch with our switchboard operator, who will give you the contact details for the most appropriate person. The switchboard can be reached at: BLD House, Unit 3A Carvers Industrial Estate, Southampton Road, Ringwood, Hampshire BH24 1JR Tel: , Fax: , (for complaints only) What is a regulatory complaint? A regulatory complaint is one that relates to claims negotiation and mediation, or is a complaint related specifically to the insurance policy supplied with the hire bike.
18 What happens next? 1. We will acknowledge your complaint within 24 hours via telephone from when we receive it, and we will aim to resolve it promptly. Our response will either be a full response to the complaint, or will summarise the details of your complaint and who is responsible for resolving it. 2. If it is not possible to give you a full reply at this time for instance, because a detailed investigation is required we will aim to send you a full written response in no more than 4 weeks. In exceptional circumstances, we will write to you within 4 weeks with an interim response, telling you what is being done to deal with your complaint, when you can expect the full reply and from whom. Our full response will then be sent to you swiftly within no more than 8 weeks from the date of your complaint. 3. The full reply will include details of who to contact next if you believe your complaint has not been dealt with properly. This will normally be the appropriate senior manager. 4. If the complaint is of a regulatory nature under the Financial Conduct Authority then you will have recourse to the financial ombudsman service. Information of this service is available on: 5. When complaints are referred to us by another source company, for example when your complaint involves elements of service from both companies, we will keep them informed by copying them into our responses to you.
19 Treating customers fairly BLD believes that the overall aim of its Treating Customer Fairly policy is that all customers should be treated equally as far as is reasonably possible, and that at all times the company and its employees act in a professional manner that is in your best interest while not to the detriment of BLD. BLD has long had a view that the customer is important, and as such the service we provide you is paramount. In creating this policy, the following were identified as key areas in ensuring that our customers are treated fairly; - Initial client contact - Assessing the provision of services to be provided; - The credit hire motorcycle insurance policy; - Damage cover to the credit hire motorcycle; - The arranging of the hire transport; - Collection of your bike if required; - The on-going management of your claim; - Remuneration packages of our staff; - Any additional services; - The company s financial promotions; - The complaints procedure; - The training and competency of our staff. The aim of BLD is to allow you as an accident victim to receive the best service to ensure that the management of your claim is as painless as possible.
20 Conflicts of interest BLD believes that it should carry out its business and the services that it provides in a manner to minimise the potential risk of a conflict of interest between the company and the customer. The areas of BLD s business that comes under the auspices of the financial services authority are the insurance policy supplies with the hire motorcycle and the claims handling services provided. BLD has an insurance policy in place that either meets or exceeds the industry expected level. With regards to the claims management, it is the intention of BLD to always work in your best interests when managing and negotiating your claim. There is no advantage to BLD settling your claim for less than you wish to receive as the company would suffer also, as it would be less likely that we would be able to recover the full value of our costs. Senior management hold the responsibility to ensure that the company does not put itself in a position where there is conflict of interest. All possible conflicts are reviewed annually, so that any required action can be taken in order to rectify these. Emergency contact details If you are involved in an accident on one of our hire motorcycles, or it is stolen, breaks down, or any accidental damage is caused, please contact us by phone immediately and inform us of all the details. Switchboard (operational 24 hours a day) Main fax Main Website Address BLD House Unit 3A Carvers Industrial Estate
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