Crash Management is a facilitator, we co-ordinate services and logistics for customers when car accidents happen. We do not ‘do’ insurance, and we do not ‘do’ collision repairs. We provide a convenient 24/7 one-call solution that acts on the vehicle owner’s instructions and takes full responsibility for the end-to-end service experience.
Crash Management is the ultimate value-add service for clients as it is FREE of charge to the user. In a competitive commercial world where every conceivable product refinement is available, superior service is the last standing differentiator, and we do it well. Our customer satisfaction rating consistently exceeds 95% – a level that banks, insurance companies and government departments would pay handsomely to achieve.
It’s surprising therefore that some insurance companies don’t yet eagerly embrace the Crash-Management-way. Disappointing too, as we’re the only New Zealand-owned independent accident management service left, the other’s being Australian and American owned.
We’ve heard suggestions from insurers that our involvement can result in procedural conflict and duplication – a complete fallacy. We’ve heard accusations of ‘price inflation’ due to our ‘self interest’ – another fallacy. Crash Management does not change or interfere with insurance procedures, we simply provide a better level of service and deliver customer benefits that (most) insurance companies can’t. As to pricing – we have no involvement at all, insurers’ own assessors still audit cost and methodology in every case, and they’re very effective at minimising pay-outs.
Some insurers do like to believe they ‘own’ the client, often to the bemusement of the insurance broker who secured the client in the first instance and simply did their job by recommended a particularly insurer’s product over another. Insurance companies are happy to pay the broker a fee for the referral and the associated work. Crash Management employs the same model, we deliver business to high quality repairers who fund the service via a management fee. It’s a simple exchange of margin for volume, works well for all parties, and has no effect on the price the insurer (or client) pays for the work. How could it with a highly experienced assessor auditing every case?
Clients have close working relationships with their broker and remain loyal long term, conversely the insurer may change from time to time as the product & pricing mix changes. Clearly the insurer does not ‘own’ the client. In any event the customer always has the right to select the repairer of their choice and that includes Crash Management of course. Ironically, the two last remaining NZ-owned insurance companies, Protecta and Star/Camper Care, prefer Crash Management’s assistance for their clients and strongly recommend the service to them.
CUSTOMER CHOICE – it’s still alive and well in New Zealand. Until such time as a car insurance policy is written that specifies an insurer has all the decision-making rights and the client has none, Crash Management is standing-by 24/7 to serve all kiwi drivers and fleet operators who want a level of service that money simply cannot buy.