accident management by design

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1 accident management design

2 Innovative, robust and accountable customer centric motor claims solutions, total peace of mind

3 Integrity Ownership One team We have created a service that goes far beyond current fleet offerings. We can offer a total solution for all your fault, non-fault and split liability motor accidents, as well as complete 24 hour one call incident management. Through rigorous initial assessment of your requirements we can ensure we consistently deliver the right solution for your business.

4 Total Accident - bespoke solutions for the fleet and insurance markets Accident Total Accident Ltd is the repair and claims management subsidiary of Redde plc, which provides accident management and motor claims solutions to the fleet and insurance markets. Our Accident Design vision aims to create a service that goes far beyond traditional fleet offerings, providing a premium service without a premium price. Total target markets Companies with fleets of any size or insurance programme can opt for any of Total s accident management services to enhance existing in-house operations, or outsource all of its requirements to Total. These include: SMEs Employee Car Ownership (ECO) Schemes Large fleets Self insured fleets Contract hire, Leasing and Fleet companies Insurance companies

5 Accident Total provides a range of bespoke solutions for all fault, non fault and split liability motor claims which aim to: increase claims efficiency reduce costs improve cash flow minimise downtime Total can accommodate any mix of vehicles from motorbikes or cars, to vans and heavy trucks. Our proposition The Total proposition has been developed from a desire to establish the most innovative, robust and customer focused motor claims solution in the fleet market. Total s vision To bring excellence and specialism back to a commoditised market. The Total mission To be the leading provider of innovative motor claims and repair solutions, delivering market leading levels of service and value to our customers and partners employing the most skilled staff and using the latest technology and innovation to meet unique customer requirements. Total s core values Integrity We act with integrity and are honest and open in all our dealings with our customers, our suppliers and our colleagues. Ownership We take the initiative, act quickly and decisively as appropriate and are responsible and accountable for following through with our actions. One Team We are one business and we all work as a team to lead and win

6 Tailored to Suit Accident Our core products are bespoke; individually designed to meet the diverse needs of the company car, van and truck sectors, and specialist vehicles, including scooters and motorbikes. From an SME with two vehicles, to contract hire and leasing companies with tens of thousands of vehicles, Total can offer a product, or mix of products, to suit individual vehicle fleet profiles and insurance cover. It s not just our products that are tailored; our pricing structures are flexible too. So, we can reduce overall accident management costs, whilst providing first class customer care. The underlying theme of Total s work with all fleets is to: increase claims efficiency reduce costs improve cash flow minimise downtime

7 Accident Fleet Indemnity This is our unique and specialist approach to non fault accidents providing a fully funded, no risk, claims management service covering vehicle replacement, repair and personal injury for drivers and passengers. It includes First Notification of Loss (FNOL), as well as Uninsured Loss Recovery (ULR) and Legal Expense Insurance (LEI), if required. It is best suited to fleets with an existing in-house accident management operation as Total can provide the complete range of non fault services in association with a fleet s in house team. Fleet 1-Call This is the first product of its kind that has been specially designed to provide a full claims management service to Small or Medium Enterprises (SMEs) and Employee Car Ownership Schemes (ECOS). Companies with their own fully comprehensive insurance cover, or a low excess, can benefit from Total s fast and hassle-free incident reporting service which includes insurer notification. This ensures the prompt collection and repair of the fleet s vehicle and timely management of any third party claim the client s insurer. Fleet Complete A full accident management service, Fleet Complete, is best suited to larger fleets and companies which self insure, or who carry a high excess. Total can provide a comprehensive service for fleets from administering and controlling fleets claims, to assessing and managing risk. Third Party Repair Only (TPro) This module provides a proactive approach to controlling the cost of Third Party claims. Total applies the same cost control measures as for own damage claims, including managing the insurer s repair, replacement vehicles and personal injury claims. 24/7 Driver Care centre: From the moment our 24-hour driver-handling centre is notified of an incident, your drivers are provided with first class customer care. Our unique triage process ensures the correct level of driver care and claims management is immediately assessed and provided for each individual incident, from major loss to windscreen claims. With the growing number of companies introducing ECO schemes 1-Call provides the peace of mind service on individual cars that would normally be associated with large fleets. 1-Call also provides access to discounts on daily rental, glass and SMART repairs, which are normally only available to larger fleets. This incorporates Fleet Indemnity

8 Cutting Edge Accident Innovation We are the avant-garde of accident management, where innovation is the key to our fresh, responsive approach. Total and parent company Redde plc, are at the forefront of introducing innovation into all aspects of accident management, from the initial distress call from the driver or fleet manager to the way repair is undertaken, and the IT systems used to manage and generate reports.

9 Accident Intelligent repair allocation Total chooses the best combination of repair solutions depending on the vehicle damage, its cost and complexity to repair. As many repairs only require a small amount of work and don t need the services of a bodyshop operation, Total has introduced SMART and mobile techniques that reduce cost and vehicle time off-the-road. Conventional bodyshop repairs Over half of Total s accident damaged vehicles need the expert services of a conventional bodyshop due the severity and complexity of repair. Total has a nationwide network of over 140 repairers to service the requirements of Total customers. It also has dedicated teams to handle specialist vehicles, including a contracted HGV repair network. SMART repair If there have been paint scratches or small dents incurred during an incident these are more than likely to be SMART repaired. This involves a network of expert repairers that visit the car in situ to repair the damage caused. Alternatively, the small dents incurred in an accident may be SMART repaired and the major damage repaired in a conventional workshop % of Total s repairs are handled using SMART techniques. It is swift, cost effective and reduces the need for the vehicle to be off the road for any period of time. Mobile repair An innovation that Total has been using for the past six months, which involves a mobile bodyshop visiting the car and repairing the damage in situ; around 20-25% of repairs are completed this way. The mobile bodyshop can cope with more serious damage than SMART repair. It has the added benefit of the car never being off the road as the repair work is completed same day and is less costly than a visit to a conventional workshop, reducing vehicle off road time on these repairs up to six days. e-salvage This enables the sale and disposal of total loss vehicles via the internet. E-Salvage provides digital images of the vehicle as well as key data such as make, mileage, extras and service history to provide peace of mind to anyone interested in buying the vehicle online. This ensures the seamless disposal of salvage vehicles without incurring any undue transportation or inspection costs and can deliver around 10% improvement on loss recovery. Fraud Screening Fraudulent insurance claims are becoming more of an issue to all insurers and fleets, a marked increase in instances of Staged accidents has raised awareness of the problem. Total has access to an anti-fraud database that identifies potentially staged and fraudulent claims. Triage We ensure that the first people our clients come in contact with are skilled and knowledgeable, equipped to make quick informed decisions in the first instance, speeding up the claims process and providing greater reassurance. The triage system covers all aspects of a claim from vehicle damage to liability Real-time contact quality management: We use the very latest web-based technology to record calls in real-time. The recording can be sent immediately to an MP3 to be listened to, rated and stored. This ensures that the quality of our team taking the calls can be constantly monitored and improved accessing the recording for training purposes

10 State of the Art Accident e-point is our High-Tech claims management and reporting system. It is a fully web based operating system based on ASP.NET technology, which provides market leading multi party functionality with real time access to management information, based on unique pre-agreed customer guidelines.

11 Accident e-asy to use, e-point enables our clients to track the up-to-the-minute status of individual incidents on their fleets, from the time a vehicle is collected after being involved in an accident at all points to getting it back on the road. e-point has been uniquely developed for Total and includes a range of company features for the busy fleet department. These include: Access to individual claims, on-line management reports and billing Flexible management reporting with information available in a self serve or prepared format. Information can be viewed on screen or exported into the fleet s own systems e-point can present information in a myriad of formats including HTML/PDF/Excel/Adobe or XML The quality of Total s data ensures full transparency and auditability All processes are tailored to a fleet s pre-agreed guidelines Extensive live data links and system interfaces, include on-line vehicle verification via DVLA and Glass's Guide Clear Risk information for use fleets for future risk prevention Driver contact is simplified through an integrated SMS text facility ensuring direct communication with the driver on the status of his or her car

12 The Total Pick & Mix Accident We provide an innovative range of accident management products and services to the contract hire industry and its fleet customers. You can pick and mix from services for Cars, Vans, Trucks and HGVs supported Intelligence Trackers, Phone Apps and Grey Fleet solutions to suit your individual fleet requirements. Total DriveSecure An online risk-management system specifically for grey fleet drivers helping employers meet their Duty of Care requirements and protecting employees whilst producing robust management information Total Intelligence Our tracker system enables cost management via fuel savings, insurance premium reduction and liability assessment. Tracking and managing driver behaviour is the key to helping reduce accident rates Fleet Complete A full accident management service best suited to larger fleets and fleets carrying self insurance or high excesses includes FNOL (First Notification of Loss), full case management driver mobility, repair management and in-house engineering, legal management and consolidated billing and reporting Total Response Our white labelled 3G and Android phone App is compatible with over 90% of phones on the market allowing fleet drivers to report and record their incidents, offering a quick and simple claims management service for the driver Dedicated HGV service With a dedicated repairer network and an overall approach that reduces VOR time and drives down repairer costs, Total has re-written the rules in the heavy van and truck accident management sector. Total will even get a wall re-built if a commercial vehicle has knocked it down SME service Allows an SME to track the entire repair process live online for an accident damaged car or van. The driver reports the accident and then all aspects of the repair are managed on their behalf including the provision of a comparable hire vehicle To find out more call Laura Bevan on

13 Client focused market leading solutions every time.

14 accident management design

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