Modern Insurance Magazine Issue 61

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INTRODUCING Repair as a Service Lorna Turner Director of Business Development Lorna.Turner@activate-group.com WHAT IS REPAIR AS A SERVICE? ON-DEMAND REPAIR CAPACITY - WHEN AND WHERE YOU NEED IT. HOW COULD IT BE UTILISED? Repair as a Service provides direct-to-market repair capacity for insurers as and when they need it - with no minimum volume obligation. With a range of flexible add-on services, the model allows insurers to select and build on the services they need. This may start with the simple deployment of repairs into dedicated capacity slots, but can also benefit from triage, deployment, engineering, repair management and full claims management support along the way. This allows insurers to tailor their repair solution to their immediate requirement, whether they’re looking for end-toend repair management, regional ‘overflow’ capacity for specific vehicle/damage types, or anything in between with the added benefit of a rapid onboarding package when required. By working backwards from the ultimate goal of efficient, high-quality vehicle repair, Repair-as-a-Service allows insurers to consider both strategic and tactical support they need in order to achieve this. Thanks to its flexible approach, Repair as a Service can be utilised however insurers see fit - depending on their needs and existing capabilities. This could include use cases like: On-demand overflow capacity to support their existing repair network Dedicated capacity for certain damage severities or vehicle types, such as EVs/unroadworthy vehicles Supporting in high demand locations where service availability fluctuates Backup for periods of surge where capacity is most needed Support with triage, deployment, engineering, repair management and full claims handling services For example, Repair as a Service could be used to simply relieve an immediate backlog of repair jobs in a certain area, without employing any additional services. Or, equally, it could be used as a complete strategic end-to-end repair solution - from triage, right through to returning the repaired vehicle back to the customer. This gives insurers complete freedom to decide which level of service best suits their needs - with the ability to opt for additional services if they’re needed in the future. WHY IS A FLEXIBLE REPAIR SOLUTION NEEDED? The challenges currently faced by the industry The motor claims industry is facing a number of long-term challenges, with demand for repair services outstripping available capacity in many areas. This is leading to delays in repair turnaround - inflating costs, exacerbating backlogs, and creating poorer customer outcomes. During the COVID-19 pandemic, with fewer vehicles on the road, many UK repairers closed their doors permanently. The industry is yet to recover from this loss of service coverage, leaving many insurers without adequate coverage or overflow capacity in certain areas. How a dynamic service offering could help It’s often ineffective to apply a ‘one size fits all’ solution to the current repair capacity challenges. Instead, insurers need a more dynamic service offering, enabling them to cover their evolving needs - with additional support available when needed. This is particularly important for regional challenges - for instance, solving immediate capacity or service issues in a specific area. If there’s no regional capacity to cater for new repairs, or repairs to certain damage severities or vehicle type, insurers are often forced to deploy vehicles long-distance.
WHY AN ‘AS A SERVICE’ APPROACH IS THE ANSWER The ‘as a service’ model is a tried and tested approach for providing flexible service offerings. It’s already a popular solution across industries like software, mobility, and motor claims. This can be seen with the increased prevalence of Claims as a Service, which provides insurers with on-demand claims management services for FNOL/ENOL, liability decisioning, and payment. Applying the same principle to vehicle repair promotes more flexibility in the relationships between insurers and their partners - allowing services to be delivered strategically or tactically to combat immediate industry challenges. Activate Accident Repair, Warrington. TAKE CONTROL OF YOUR CAPACITY CHALLENGES Repair as a Service allows insurers to take a completely dynamic approach to repair management, helping to overcome their demand, capacity and service challenges. Here are some of the ways it could help to combat specific obstacles… Capacity on-demand with no minimum obligation Leverage this flexibility to solve emerging challenges Act strategically without compromising on quality Repair as a Service means no minimum volume obligations, allowing you to utilise additional capacity whenever and wherever it’s needed. Respond quickly to emerging capacity challenges - leverage on-demand capacity and repair management support when it’s needed most. Benefit from flexible services without compromising on quality - with an on-demand approach to industry-leading repairs, triage, and customer service. Fully-integrated with your existing processes Benefit from additional services when required The services you choose will be integrated seamlessly with your existing systems & processes, allowing you to operate as usual with an added layer of flexible support. Layer additional value-add services on top of your core repair package - including triage, deployment, engineering and repair management. WHY ACTIVATE GROUP? Activate Group has a wealth of experience delivering repair & claims management services to insurers, fleets, brokers, and MGAs. With market-leading performance in repair quality, customer service, and cost control - we have all the tools insurers need to deliver high-quality, efficient, and consistent repair management. We’ve made strategic investments in the areas most needed to overcome the industry’s current challenges, including our fast-growing network of Activate Accident Repair body shops throughout the UK. Our high-tech repair facilities cater for all vehicle types - including EVs, commercial vehicles, and onboard technologies like ADAS. With an integrated parts supply chain via Activate Parts, and growing industry partnerships, our network has a proven record of delivering cost-effective repairs to all vehicle types. We regularly benchmark our performance against other providers in our industry - including the quality of our repairs, and our ability to effectively manage high volumes of claims. This allows us to continually improve our services - including the development of our own technology to support the claims journey. Whether you’re looking for on-demand repair capacity, or a fully-fledged accident management partner, Activate Group has the tools and expertise to deliver on your unique requirements. Discover how Repair as a Service could transform your motor claims strategy. www.activate-group.com
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Modern Insurance Magazine Issue 61

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