Motor Claims Handling - DAC Beachcroft

Motor Claims Handling

As a pre-eminent firm in the insurance sector, we have the scale and resource to manage high volumes of motor claims on behalf of our clients, regardless of value or complexity.

We have experience of successfully implementing and handling a variety of different pre-litigation claims outsources, from long-term strategic arrangements, where we also handle first party claims and run an imprest account, to periodic outsources, where we help our clients manage spikes in claims volumes by taking over conduct of the third party claim, or a discreet part of it.

What we do

Our service starts right at the moment an accident is reported and continues through to the point at which a repaired vehicle is returned, and any damage or personal injury claim is resolved.

We provide fully integrated First Notification of Loss (FNOL) services through our strategic partners specialising in this area. Our dedicated Motor Claims Handling team, based in Newport has the capability and resource to manage all aspects of motor claims, such as own damage, third party liability and personal injury.

However, should you already have in place alternative arrangements for handling FNOL and first party claims, we have the flexibility to provide TP and specialist services only.

We understand the ever increasing importance of vehicle technologies, including telematics in the claims environment. Our experience in this arena means we are able to assess this data and strategically use when negotiating liability and quantum.

Our pre-litigation motor teams work to the same philosophy as our litigation teams. The focus is to reduce your overall indemnity spend by:

  • Assessing liability quickly and effectively (where we are instructed to do so);
  • In the context of MOJ Stage 2 claims - making smart offers to include the tactical use of RTA protocol offers, pursuant to 7.41 of the Pre-Action Protocol for Low Value Personal Injury Claims in Road Traffic Accidents;
  • Applying our specialist credit hire expertise and referring suspect fraudulent cases to our expert fraud unit;
  • Applying a pragmatic and commercial approach to ensure that any litigation is, wherever possible, both elective and desirable.

We understand, when outsourcing claims handling to an external provider on a delegated authority basis, you have a responsibility to ensure that work is carried out properly and diligently.

We have rigorous systems and procedures in place to ensure the effective management of a consistent quality of service to our clients. As we are regulated by the Solicitors Regulation Authority (SRA) rather than by the FCA, we are not ourselves subject to TCF obligations. However, Rule 1 of the Solicitors Code of Conduct imposes core duties similar in many respects to the FCA's Principles for Business. As outsource providers or suppliers to major insurers, we also understand that TCF principles should in practice be applied to all dealings with customers.

We meet the TCF needs of our clients and their customers through:

  • Accountability: Customer satisfaction and TCF measurement sits within the remit of our Practice Governance and Risk Group (PG&R), and is underpinned by our ISO9001 accreditation;
  • Setting service levels: Client partners take responsibility for setting the required service levels in terms of customers and third party engagement. This is important where we act for insurers within a Delegated Authority framework;
  • Monitoring and measurement: The ISO9001 and our own internal audit process measures our teams to ensure compliance with the standards. The audit process also allows us to implement a process of continuous improvement around TCF where issues are highlighted.

What we are known for

Our Claims Handling teams have the capability to manage all aspects of own damage, third party and personal injury claims.

We can offer 24/7 FNOL and repair management through partnership with a specialist FNOL and accident management suppliers, using our scripts and working to our service standards. We have relationships with the leading suppliers. We have the in-house expertise to manage the performance of the FNOL provider, through MI and regular audit.

We use our legal expertise to devise and implement claims handling strategies to avoid non-productive litigation. When litigation is desirable, there is seamless management of the case through to conclusion. Where appropriate we have the scale and expertise to deploy our specialist credit hire, counter fraud and recoveries handlers.

We have a wealth of experience in handling claims on behalf of both personal line and commercial motor insurers, to include specialist vehicle types such as HGV/large commercial, bus and coach and emergency service vehicles.

We have an in-depth understanding of the operation of the claims portal. One of our Partners and Head of Strategic Litigation, Andrew Parker was a member of the Civil Procedure Rules sub-committee, which was tasked with drafting the RTA protocol, which gives us a competitive advantage regarding the interpretation of the rules.

We have extensive practical experience of using the electronic claims portal on behalf of a number of clients. We are usually set up as a branch of the relevant insurance company for the purpose of portal registration, but we also have our own DAC Beachcroft Claims Limited portal log in.

Detailed elements of our services

  • 24/7, 365 days a year contact centre for all FNOL matters, via our strategic partnership arrangements;
  • A white label service branded to our client's requirements, including client specific telephone numbers and response packages;
  • Triage (identification of optimum settlement path);
  • Effective third party capture;
  • Approved repairer network capable of handling both commercial and personal lines repairs/losses;
  • Cost validation: Invoice processing and cost controls;
  • Reducing indemnity spend by influencing and mitigating the cost of third party claims;
  • Assessing liability quickly and effectively;
  • Working effectively within the MOJ process where that is cost effective for clients;
  • Applying our specialist credit hire best practices;
  • Protecting clients from unnecessary and unproductive litigation;
  • Proactive claims validation techniques and counter fraud strategies;
  • 24/7 motor prosecution support in the event of a serious accident involving death or serious injury to a third party.

Expertise