Modern Insurance Magazine Issue 60

EDITORIAL BOARD
Our Response to
Catastrophic Claims
Every incident and every claim that we
are involved with has the potential to be
catastrophic to someone. Nationwide Vehicle
Assistance pride themselves in providing a
total support solution to all stakeholders in
these situations, from insurers and vehicle
manufacturers to drivers and policyholders.
Incidents involving chemicals and hazardous goods have the
potential to be some of the most catastrophic situations within our
remit. Nationwide Chemical Assistance is our specialist division, and
we’re proud to say that it remains one of Europe’s largest recovery
solution companies in this sector. Our network of audited businesses
and qualified ADR licensed drivers have vast experience of incident
handling, and we also employ our own Dangerous Goods Safety
Advisers. Ongoing training is essential, with every qualified driver
working towards 35 hours of CPC training to maintain their license
and remain fully competent in their duties. ADR licenses are renewed
every 5 years.
For our corporate customers, we are acutely aware of our
responsibilities around protecting and upholding their brand values
and standards. As such, our recovery agents are regularly instructed
to ensure that these requirements are met at all times. This ethos
translates into industry-leading response times and an unrivalled
level of customer care. Our on-the-scene image capture capability
underpins the vital role we play at an incident; API links with
customer systems to speed up the notification process and eliminate
the need for double keying. All of these processes have a positive
impact in the handling of potentially catastrophic claims.
We regularly hold customer demonstration days to present our range
of services and our response to major incidents. These are delivered
to fuel companies, a range of emergency services and recovery
operators. We welcome insurance companies and other key industry
stakeholders to attend and observe our demonstration days too.
For drivers and policyholders, any form of accident is likely to feel
catastrophic. Our core team and our wider network of agents are
understanding and empathetic to the nature of this stress. With
a typical response time of just 55 minutes after FNOL, and with
our quick and efficient communications, we do everything we can
to put drivers at ease. If they are unable to continue their journey,
Nationwide Vehicle Assistance will arrange onward transport to their
destination or even overnight accommodation if required.
To find out how we can help your customers, please contact the team
at sales@nwva.co.uk or by telephone on 01621 730039.
Mick Jennings,
Managing Director, Nationwide Vehicle Assistance (NWVA)
Navigating the
Skills Gap
The skills gap in the accident repair industry
has been a major challenge for many years,
although Gemini Accident Repair Centres are
transforming that.
Rewind to 2017. An aging technician demographic, combined with
a lack of investment in training and recruiting, had led to a massive
shortage of skilled staff in the sector. As a business and an industry,
change needed to happen fast.
At Gemini, we accelerated the adoption of a training team, a
team that has now grown to cover all fundamentals necessary to
bodyshops and future technology advancements. This team initially
began mentoring apprenticeship routes to guide young talent
entering the industry into life-long careers, but now it oversees
the project of retaining and developing existing talent, maintaining
required skill sets. A key aspect of this ensures that developments
in technology advance hand in hand with the skills required by
technicians and vehicle damage assessors.
There was an initial battle in the skills gap environment, where most
industry experts battled with how to make impactful and necessary
changes. Our relationships are key at Gemini, working alongside
partnerships such as EMTEC (part of Nottingham College), and
AutoRaise, the industry charity for apprenticeships. We made it a
priority to work alongside partners with the same thirst for making
change around education and development.
Year after year, we have recycled this strategy of navigating the skills
gap. Following the success of our Multi-Skilled Technician and Vehicle
Damage Assessor apprenticeships, we continue to bridge the skills
gap and progress to the next rung of the ladder, with a present focus
on centralising our recruitment plans. This means that roles are quicker
to fill, and we can turn our heads to a talent pool of staff who have an
impressive list of skills across multiple disciplines.
Ongoing advancements in the repair world will continue to bring
around fresh challenges, as well as opportunities. It’s all about being
prepared and ready to invest in managing change, starting with the
people. Yes, technology is evolving, but so are we.
Dave Sargeant,
Managing Director, Gemini Accident Repair Solutions
MODERN INSURANCE | 29