WHO REALLY CONTROLS THE PANELBEATING INDUSTRY & WHO REALLY DELIVERS ‘SERVICE’ WHEN CAR ACCIDENTS HAPPEN?

WHO REALLY CONTROLS THE PANELBEATING INDUSTRY & WHO REALLY DELIVERS 'SERVICE' WHEN CAR ACCIDENTS HAPPEN?

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.

13 Responses

  1. Terri
    | Reply

    This is a great service. I was recommended to it by Protecta insurance and it was a MUCH BETTER result than the last time I had an insurance claim with AA and had to take the car to their depot in south Auckland. Excellent job with excellent service thanks crash management team.

  2. I. Berich
    | Reply

    I’m sorry but I take exception to the claims in this article. I work in the insurance industry and can assure you customer service is a focus. Underwriters are always painted as miserly and heartless but that’s simply not the case. It’s our role to reinstate the loss but that does not usually cover extra services like pickups and deliveries, car valets and rental cars and it’s disingenuous to suggest that Crash Management provides all that, it’s simply not necessary. Customers must take responsibility for uninsureable loses.

    • crashmanagement
      | Reply

      Thanks for your comments. Our post is not a criticism of the insurance industry or any insurer in particularly. However we provide a valid service that significantly enhances the experience and benefits for customers when collision repairs and general panelbeating is required. We’re not the only independent accident management service available but it is a relatively new concept for NZ. We believe the motoring public and fleet operators deserve to know about Crash Management and to access our award-winning service if they choose to. Thank you again for your views, we like to encourage robust debate and appreciate you taking the time to respond.

  3. Alicia Jones
    | Reply

    This is a EXCELLENT friendly service. I was also recommended to it by Protecta insurance . They kjeep you updated with what is going on with your car and are always there to help. I would recommened this service to anyone.

    • crashmanagement
      | Reply

      Thanks Alicia, we really appreciate your generous comments. Protecta are a great NZ-owned insurance company and it’s our privilege to serve them and their clients.

  4. Kim Gillbanks
    | Reply

    I just want to say thank you to Crash Management since they are really easy to deal with. They go the extra mile for the end customer, but also for us brokers. We really value your service. Happy Holidays.

    • crashmanagement
      | Reply

      Thanks Kim, we really appreciate your endorsement. We really enjoy our relationship with the Rothbury group, it’s a pleasure working with you all.

  5. Vicki
    | Reply

    I am yet to use this business but have been contacted by Karen Knight and was really impressed with what the company has to offer.

    • crashmanagement
      | Reply

      Thanks for visiting our blog Vicki, much appreciated. We certainly don’t wish misfortune on anyone this holiday season, but we’ll be here 24/7 “just in case”.

  6. Jodie Stubbington
    | Reply

    Good read

  7. Philip Kelleway
    | Reply

    I have dealt with Crash Management over a long period as my Role as Claims Manager for Insurance Broker and nothing but the Highest praise for their Service that they Offer to our Clients. From 1st contact following an accident, handling and organising for a Repairer for customer plus Courtesy vehicle – this takes the worry and hassle away from client. Through the whole process Crash management maintain regular Updates to client and our company too. Krane and the Team at Crash management – Russell and Murray are always helpful and ready to help out the clients to provide an amicable arrangement and I look forward to maintaining our successful Business relationship. Keep up the Good work

    • crashmanagement
      | Reply

      Thanks Philip, it’s a privilege and a pleasure to work with you and your colleagues. We really appreciate our relationship with Mike Henry Insurance Brokers, and look forward to another great year in 2014. All the best for the holiday season, kind regards from The Crash Team

  8. EugelLong
    | Reply

    Nice short I was waiting for the list to be exercised. I hate salespeople unless they are self employed….I am a buyer not a shopper. You must have been scary. Two bad cops I usually rely on my better half to be the bad cop. Looking forward to the happy ending.To get information visit http://www.buyrightcars.co.nz/

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