Kindertons Accident Management Supplement

THE IMPORTANCE OF
INTEGRITY AND TRANSPARENCY
IN THE CLAIMS PROCESS
LUCY ASHMORE, CLAIMS DIRECTOR AT KINDERTONS, SHARES HOW THE CLAIMS
PROCESS AT KINDERTONS PUTS INTEGRITY AND TRANSPARENCY AT THE
FOREFRONT, ENSURING COSTS ARE KEPT PROPORTIONATE AND THE JOURNEY
ITSELF REMAINS LEAN.
KINDERTONS IS VERY TRANSPARENT AS A SERVICE
PROVIDER, CAN YOU TALK US THROUGH HOW THIS
INTEGRITY TRANSPIRES IN THE CLAIMS HANDLING
PROCESS WITHIN THE BUSINESS?
Transparency is such a distinctive feature in how we run our
business. We’re firm believers that by acting with integrity,
openness and honesty at all times, it can instil trust in us as a
valued service provider and play an integral role in our longterm
business success.
This approach underpins everything we do throughout every
single claim we manage, with long-established and tried and
tested processes all designed to ensure customers have a clear
understanding of exactly what their claim journey will be and
clear expectations on what will happen next.
We recognise that each claim is different and each customer is
unique, so we work really hard to make sure that each person is
treated as an individual and knows what they can expect from
both us and any suppliers within the chain.
It’s our aim to ensure that nothing should ever come as a
surprise to a customer, so we maintain regular contact with
them at all times and ensure we use appropriate signposting
throughout the life of each claim. This includes making it clear
who our suppliers are, the role they play within the claim and
having a diligent framework in place to ensure they consistently
provide the same level of transparency and care towards our
customers as we do.
KINDERTONS IS UNDOUBTEDLY A BIG PLAYER IN THE
MOTOR SPACE, PARTICULARLY WHEN YOU CONSIDER
YOU’VE HANDLED OVER 1.5 MILLION CLAIMS FOR
CUSTOMERS SINCE THE BUSINESS STARTED. IN YOUR
EXPERIENCE, WHAT ARE THE POTENTIAL AND COMMON
FRICTIONAL POINTS IN THE LIFECYCLE OF A CLAIM AND
HOW DO KINDERTONS MANAGE THESE TO ENSURE A
POSITIVE OUTCOME FOR ALL PARTIES?
Without a doubt, one of the most frustrating things for
customers is when they are uncertain of what is happening with
their claim and feel completely left in the dark.
We do all that we can to help remove frustrations, by being
clear about what services we are providing, what replacement
vehicle a customer will receive, what claim route their journey
will take, what the likely outcome will be and by acting as
quickly as possible.
Ultimately, our goal is to minimise any inconvenience and
disruption to customers and to do all we possibly can to
quickly put them back in the same position they were in before
their accident.
THE DURATION AND COST OF CLAIMS COULD QUICKLY
ESCALATE IF NOT MANAGED IN THE APPROPRIATE WAY.
HOW DO KINDERTONS WORK WITH EVERYONE IN THE
SUPPLY CHAIN TO ENSURE THIS DOESN’T HAPPEN?
It’s not in our interest to let the duration and cost of claims
escalate as this is a poor experience for our customers and is
not reflective of the streamlined processes we operate to get
customers back on the road as soon as possible.
Our supply network forms a part of our ability to provide
this speed of service which is why we have carefully chosen
strategic relationships with our suppliers, who we trust. We
work closely with our suppliers so they understand our business
and processes, and us theirs, which is an integral part of why
our supplier relationships work and align with our service
offering to customers.
WHAT EFFECTS HAS THE COVID-19 PANDEMIC HAD ON
THE CLAIMS PROCESS AT KINDERTONS OVER THE LAST
12 MONTHS?
I would never sit here and say the pandemic hasn’t challenged
us as a business, of course it has. It’s affected everyone,
from every walk of life, in some form or another – and we’re
definitely not alone in that.
Whilst at times it has been a real uphill challenge, it has
absolutely reinforced the strength, power and resilience of
everyone in our business to pull together when we need to –
and in a time of crisis no less.
Whilst at times we have seen reduced volumes throughout the
pandemic, there has continued to be an absolute need for us
to provide mobility solutions for customers – even more so in
some cases.
IT’S NOT IN OUR INTEREST TO LET
THE DURATION AND COST OF
CLAIMS ESCALATE AS THIS IS A POOR
EXPERIENCE FOR OUR CUSTOMERS
AND IS NOT REFLECTIVE OF THE
STREAMLINED PROCESSES WE OPERATE
TO GET CUSTOMERS BACK ON THE
ROAD AS SOON AS POSSIBLE
20 Kindertons Supplement