Upload
jenny-anderson
View
220
Download
1
Tags:
Embed Size (px)
DESCRIPTION
Corporate brochure for National Accident Repair Group 2014
Citation preview
KEEPING YOU ON THE MOVE, AND
ON THE ROAD
COVERAGENATIONAL
LOCAL CARE
CONTENTS
Page 2
Page 3
Page 4
Page 5
Page 6
Page 7
Page 8
Page 8
Page 9
Page 10
Page 10
About Us
Our Network Capabilities
Standards
Savings and Controlling Costs
Our Central Claims Centre
Fleet Solutions
Accident Management Facilities
Smart Mobile Repair
End of Lease Refurbishment Page
Management Information
Net Promoter and CSI
PAGE 1
NATIONALCOVERAGELOCAL CARE
PAGE 2
NATIONALCOVERAGELOCAL CARE
National-ARG
The members are some of the most recognised and respected names in the industry. It is likely that your insurance company is working with them today and will have been doing so for many years.
The group was formed, based on their shared high values of, ethical dealings, professionalism, integrity and their most respected capability in vehicle repair quality, having in excess of 150 sites covering the whole of the UK including Northern Ireland providing a coverage and capability which is
second to none. The primary aim of the group is to provide exceptional peace of mind in customer support, communications and outstanding vehicle repair with safety and quality paramount, combined with the fastest turnaround times and reduced costs to our customers where possible.
In a world where the cost of accident repairs are increasing the value of claims, having severe impact on your renewal premiums, National-ARG can offer you a solution.
Launched in 2010, National-ARG was created as a collaborative group of the UK’s
leading accident repair centres, creating the largest accident repair network in the UK.
Keeping you on the move,
and on the road
Scotland
England
Wales
N.Ireland
PAGE 3
OUR NETWORK CAPABILITIES
WHETHER YOUR FLEET CONSISTS OF CARS, LIGHT
COMMERCIAL VEHICLES, MOTORBIKES OR HGVS AND
TRAILERS, OUR NETWORK IS EXPERIENCED IN ALL
ASPECTS OF ACCIDENT REPAIR.
Whatever vehicle you have in for repair with National-ARG, you have the peace of mind that all of
our repairs are covered by our repair guarantees and you’ll never have to worry about the same
repair twice.
As the UK’s largest repair network, we have full capabilities
for whatever type of vehicle requires accident repair, and
our dedicated central claims centre is fully trained to
enable deployment to the most suitable repairer in our
network for the any specialist vehicle requirements.
Understanding that the repair of LCV vehicles has a
different approach to that of a car repair, we offer Fast
Track facilities wherever possible to provide the very best
in key to key times and cost reduction wherever possible
to get the vehicle back on the road as soon as possible.
We have in excess of 80 specialist LCV repairers that can
accommodate vehicles from car derived vans right up to
3.5t long wheel base high roof panel vans and can cater for
minor repairs right up to major chassis alignment requiring
specialised jigging.
Where HGVs are involved, we have a network of dedicated
and specialised HGV repairers that can provide a fast
turnaround on all HGV repairs whether that be repairing a
rip in a curtain or aligning a chassis on a tractor unit. Our
specialist centres can accommodate all sizes of vehicle
from a 3.5 tonne right up to a 44 tonne tractor unit and
tri axle trailer including tankers.
We can accommodate specialist build vehicles such as
municipal vehicles, gritters, custodial vehicles, buses and
coaches. Working with a repair over replace culture to
ensure a fast key to key cycle time and cost effective repair
we cater for the full spectrum of repairs or mid-life / end
of life refurbishment.
All of our repairers are highly experienced and as a
member of PPG’s Fleetwatch we have access to some of
the leading technical information available for a quick,
efficient and quality repair, no matter how complicated.
NATIONALCOVERAGELOCAL CARE
GUARANTEES
STANDARDS
OPERATING WITH ONE OF THE MOST ADVANCED
AND EXPERIENCED NETWORKS IN THE UK ALL OF
OUR SITES HAVE BEEN CAREFULLY SELECTED BASED
UPON OUR DEMANDING REQUIREMENTS.
We have a strong and experienced operations team who monitor and
uphold these requirements ensuring that when you select National-ARG
as your repairer of choice you know you’re getting:-
BSI Kitemark / PAS 125 Accredited RepairersEvery single site within our network carries the BSI Kitemark and PAS 125 accreditation and
are all subject to unannounced audits.
Manufacturer Approved Approvals carried across the network range from Alfa Romeo to Volkswagen including some of
the most revered and prestige brands such as Bentley, BMW, Jaguar, Landrover, Mercedes Benz
and Porsche so you know whatever make of your vehicle, you’re in safe hands.
Internal AuditingIn addition to all of our repairers having BSI Kitemark standards and PAS 125 accreditation, we also put them
through stringent annual appraisals and bi annual audits to ensure that our network is consistently providing
the very best possible service along with conducting performance monitoring in the shape of CSI and Net
Promoter surveys randomly across the network.
PAGE 4
NATIONALCOVERAGELOCAL CARE
WE CONSTANTLY CHALLENGE OUR OWN STANDARDS
TO ENSURE THAT WE CONTINUE TO PROVIDE MARKET
LEADING SERVICE TO OUR CLIENTS
PAGE 5
SAVING AND CONTROLLING COSTS
Across our network we have extensive experience and work with some of the most advanced equipment in the industry allowing us to repair rather than replace within the majority of repairs. We also actively promote plastic repair at all sites.Where repair is not possible you can be assured that we have procured at the most competitive price position possible. Our supply chain has gone through a comprehensive tendering process to ensure we buy at the very best possible rates within the industry and we can use quality non genuine products or use recycled parts in
Utilising automated communications we can provide you with 24/7 updates throughout the repair process, not only improving our service levels but also significantly reducing costs in communications and planning.
A sophisticated self-serve progress and cost tracking system along with no claim handling fees allow you to remain in complete control at all times of your claims.
accordance with customer’s guidance and approvals.For any minor damage, our network has extensive mobile repair coverage, so we can come to your premises, at your convenience and carry out the repairs without the need to leave the vehicle at one of our sites.
We consistently monitor and compare our average repair costs and our parts vs labour ratios against the industry to ensure that we are providing our customers with the very best standards and value for money at all times.
If you however wish to go for a fully resourced accident management service we can handle the whole process leaving you able to concentrate on your core business.
THE QUALITY OF REPAIR AND CUSTOMER SERVICE ARE ALWAYS OUR TOP PRIORITY,
HOWEVER WE DO RECOGNISE THAT YOUR NEED TO REDUCE COSTS IS AN EQUALLY
IMPORTANT PART OF THE PROCESS, AND WE CAN PROVIDE SOLUTIONS TO ACHIEVE THIS.
Controlling Costs
Cost Reductions Accident Management Facilities
NATIONALCOVERAGELOCAL CARE
PAGE 6
Operating 7 days a week, our central claims centre can
process your claims via fax, email and telephone,
automatically referring these onto the most appropriate
bodyshop within our network based upon location,
manufacture approval, specialist capabilities and capacity,
taking into account required lead times and SLAs.
OUR CENTRAL CLAIMS CENTRE
Open until 9pm on weekdays and 4pm
on weekends deploying automatically
to the appropriate sites across our
network, our experienced team provide
you with one central point of contact
throughout the repair process and can
undertake communications directly with
your insurance or accident management
company should this be required.
The central claims centre also provide
monitoring of all claims, lead-times and
booking in dates, progress chasing to
ensure estimated completion dates are
met wherever possible.
NATIONALCOVERAGELOCAL CARE
•
•
•
•
•
•
•
•
•
•
•
•
•
Guarantee on all work
Collection and Delivery Service
Hire and Courtesy Cars
Glass Repair and Replacement Services
Accident Management Services
SMART Mobile Repairs
End of Life Refurbishment
BSI Approved Repairers, PAS 125
Dedicated Central Claims Centre operating 7 days a week
Bespoke Management Information Systems
Cost Savings
Fast Track Services
Dedicated account management
FLEET SOLUTIONS
PAGE 7
We are a fully approved insurer repair network for some of the leading names in insurance and can look after your fleet requirements, be that through your insurance company or directly with yourselves.
We understand that having your fleet operating at its maximum utilisation, as efficiently as possible is a priority and any deviation can result in serious and costly repercussions for your business. Using National-ARG as your approved repairer, you know you’re in safe hands and that we can provide the very best services within the industry.
We don’t just provide accident and repair services, we can provide you with a fully holistic fleet solution that is tailored to your individual needs, and our Claims Centre is here 7 days a week to deal with your enquiries be that with your fleet manager, or individual drivers as part of our service, without handling fees.
ALREADY WORKING WITH SOME OF THE LARGEST FLEET OPERATORS IN THE
INDUSTRY WE HAVE DEVELOPED A REPUTATION FOR EXCELLENCE IN QUALITY,
SERVICE AND COST EFFECTIVENESS AND WE PRIDE OURSELVES IN BEING ONE OF
THE UKS MOST TRUSTED NAMES IN THE INDUSTRY.
NATIONALCOVERAGELOCAL CARE
OUR FLEET SOLUTION CAN OFFER YOU: -
NATIONALCOVERAGELOCAL CARE
Taking one of your vehicles off the road for any period of time can have serious repercussions to your business and at times it may just not be practical.
Here at National-ARG we offer SMART repair services to provide a fast and cost effective solution for the repair of minor cosmetic damage and can come to the drivers work, home, or where ever convenient and fix those little problems.
PAGE 8
NATIONALCOVERAGELOCAL CARE
ACCIDENT MANAGEMENT FACILITIES
SMART MOBILE REPAIR
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Full data capture and notification process (including 3rd Party Capture)
Recognised non fault qualification
Clear defined and charted process
Immediate liaison with vehicle operator for responsive recovery
Load transhipment services
Specialist repair equipment
Engineering support
Allocation of 3rd party repairer and cost control
Road clearance
Broker / insurance liaison
Downtime management
Disposal
Debt recovery from 3rd party
Settlement of claim
• Dent Repairs
• Scratch Repairs
• Scuffs
• Stone Chip Damage
• Damaged Paintwork
• Vandal Scratches
• Cracked Bumpers
• Plastic Welding
• Alloy Wheels
• Painted Bumpers
• Textured Bumpers
• Mirror Casings
Our accident management facilities can be tailored specifically
to your requirements, and can provide the following: -
OUR SMART REPAIR SERVICES INCLUDE:
These guides define what is classed as fair wear and
tear so that a standard can be applied across all
leased vehicles upon return and protect you from
excessive return conditions.
Recommended to be undertaken at least 10 – 12 weeks prior to the end of the lease, this service will give you: -
•
•
•
•
•
•
•
•
All class of vehicles covered: Cars, LCVs and HGVs
A full written assessment of the vehicle using the BVRLA
guidelines
Assessment covers bodywork, tyres, alloy wheels and
upholstery
A comprehensive quotation for any refurbishment required
on the vehicle to allow for the return of the vehicle in
accordance with the BVRLA guidelines
Fast tracking of vehicles if required
Quick convenient booking in dates for any repairs
Courtesy car provision whist vehicle is in for refurbishment
Mobile SMART repair options for minor dents and scratches
Here at National-ARG we can offer you a solution for your vehicles that are
coming to the end of their leasing period in the form of end of lease inspections and repairs carried out in accordance
with the BVRLA guidelines.
END OF LEASE REFURBISHMENT
PAGE 9
Running a fleet of vehicles that you lease, contract hire or rent yourselves, or to a 3rd party can be a minefield once the vehicles reach the end of their period and need to be returned.
The vast majority of vehicles that are on lease operate in accordance with the BVRLA who have a guide to the definition of Fair Wear and Tear covering vehicles that have come to the end of their leasing period.
THERE ARE THREE DIFFERENT GUIDES SET OUT BY THE
COVERING: -BVRLA
1. Cars: for drivers of leased and financed cars
2. LCVs and minibus: for drivers and operators of contract
hired, leased and financed light commercial vehicles and
minibuses up to 17 seats
3. HGVs: drivers and operators of contract hire and leased
vehicles over 3.5 tonnes gvw.
More information regarding the BVRLA and their
guides can be found here at: www.bvrla.co.uk
NATIONALCOVERAGELOCAL CARE
NATIONALCOVERAGELOCAL CARE
PAGE 10
MANAGEMENT INFORMATION
Our innovative claims management system connects all stakeholders throughout the
entire claims process, allowing for rapid response and improved SLAs across our entire
network. A holistic view of live information provides a powerful business and group
wide KPI reporting facility that can highlight ratios, trends and exceptions, bespoke to
the customers’ requirements.
NET PROMOTER AND CSI
•
•
•
•
•
•
Automated data collection
Self-serve progress and cost tracking for all of your claims
Provides reduced and resource costs
Live 24/7 automated communication
Standard and bespoke MI reporting facilities
Automated electronic invoice submission and estimate
comparison for right first time invoicing.
SOME OF THE BENEFITS
WE CAN PROVIDE ARE:
Feedback directly from the drivers involved in the repair
process is fundamental not only for you the customer to
ensure we are providing you with the very best possible
service, but also for ourselves to consistently monitor our
services and enable early identification of any areas of concern
so that we can improve and develop on an ongoing basis.
Surveys can be completed using the Net - Promoter System
or your own preferred system ensuring that the MI results we
provide fit within your own procedures and processes.1 2 3 4 5 6 7
Net promoter Score = % promoters - % detractors
DETRACTORS
FENCE SITTERS PROMOTERS
8 9 10
ClaimsHandlers
InsuranceCompanies
Engineers &Assessors
VehicleRecovery
Companies
Parts Suppliers
Policyholders& Drivers
RepairerGroups
BodyshopsAccident
Management Companies
MotorManufacturers
RecoveryCompanies
FleetManagementCompanies
ACTIVEWEB IS A POWERFUL COMMUNICATIONS PLATFORM THAT CONNECTS ALL PARTIES IN THE ENTIRE
VEHICLE CLAIMS PROCESS
Rawcliffe Road, Goole, East Yorkshire, DN14 6XL
0330 1000 [email protected]
www.national-arg.co.ukw
CONTACT US
To discuss any of your requirements with one of our expert team please get in touch using the details below.