New Co-members in National’s Customer Care Team

National Accident Repair Group are delighted to announce 9 new co-members to the Doncaster office, allowing for the expansion of the customer care team.

The new roles were created due to multiple new contract successes, where a key objective is to handle more claims within the existing claims centre. The newly onboarded clients will not only receive additional support from the newest co-members but will also benefit from the latest Progression software investments allowing for a more automated repair progression service. The internally used Progression software helps to monitor and improve vehicle repair times across a network of over 500 UK Bodyshops. Co-members are being trained in its operations and that will allow a more controlled vehicle repair, all coordinated from the Doncaster Head Office.

Furthermore, National’s Live Chat service has allowed customers and policyholders to directly communicate with internal teams in a more convenient way. The newest co-members will be using this software, alongside Progression, to give immediate repair updates when it’s requested.

Emma Barker, Claims Director for National Accident Repair Group said:

“We understand the importance of being able to give immediate repair updates to our clients and policyholders. Having dedicated teams to use our latest software innovations allows us to scale our operations and onboard new customers at a faster pace. That’s why we’re investing in our technology and Customer Care team, to offer unrivalled service and a more immediate response to queries and complications. We’re here for our customers and we’re very excited to scale our Doncaster operation.”

Welcoming the newest co-members to the Doncaster office is the first phase of National’s 2023 growth plan.

The race for electric vehicles has certainly started, with two core catalysts for the change. First, people’s and companies’ commitment to protecting the environment, as well as looking for cheaper, sustainable driving options. Second, the UK government’s target for zero-emission vehicles by 2035. With these points in mind, National are already putting measures into place to support our clients and their customers in the EV revolution.

What Are The UK Government’s EV Targets?

The UK government has extended their original roadmap to support families and manufacturers switching from diesel or petrol to electric. As of January 2024, the Government’s projection for electric vehicles consists of:

• 80% of new cars sold to be zero emissions by 2030
• 70% of new vans sold to be zero emissions by 2030
• By 2035, all new cars and vans sold will have zero emissions
• 300,000 EV charge-points by 2030

Responding To EV Sales

You would have noticed the increase in electric chargers and dedicated charging spaces appearing in car parks, service stations, and supermarkets. Perhaps you’ve seen cars plugged into homes or taxis and buses running fully electric. At National, we keep an eye on industry insights and have seen a considerable increase in sales for Hybrid (HEV), Plug-in Hybrid (PHEV) and Battery Electric Vehicles (BEV).

More electric vehicles on the road mean more EV repairers are required for specialised services, MOTs or repairs. By keeping up-to-date with these stats, we can put essential processes in place to help our EV customers. This includes partnering with EV repair centres and ensuring their technicians are fully qualified.

Supporting EV Fleets

Electric vehicle sales within the Fleet market are also rapidly growing, with over 1-in-4 ordered vehicles being pure electric (BEV) or Benefit-in-kind (BIK). Not only do these offer tax relief for businesses, but with the increase of nationwide charging points, companies are now more relaxed about drivers reaching deadlines.

Expanding Our Network

Along with the government targets, many manufacturers have set out their own ambitions to invest in the electric vehicle industry. With more brands extending their EV offering, they’re providing a broader and more affordable option for users, resulting in increased retail sales. This, in turn, means we need to ensure our trusted network of repair centres not only has the capabilities to work on various brands but they also have the capacity and facilities to do so.

At National Accident Repair Group, we’re committed to ensuring our network of repairers can provide our clients with UK cover for these specialist vehicles. We already have 183 locations with either IMI, City & Guilds level 3, or Manufacturer qualifications for high-voltage vehicle repairs. This means we can provide our clients with a full UK postcode cover and a great customer experience.

Our EV Commitment

To fulfil our EV commitment, National works with Thatcham Research to offer our network a comprehensive training program to make all staff ‘high voltage aware’. Thatcham Research is dedicated to understanding the opportunities and risks associated with new vehicle technology, and together, we believe we can make a difference in the EV repair industry.

Dean Lander, head of repair services at Thatcham Research, comments:

“We recognise the immense challenges facing repair networks with the growth of electric vehicles and are working closely with the industry to develop guidance, awareness and training on managing and repairing EVs. It is great to see this commitment by National to develop a repair network with trained and qualified technicians that will ensure both the safety of technicians and safe and effective repairs.”

Malcolm Banner, National’s MD, commented:

“National has an ongoing commitment to our clients to provide a comprehensive service level, ensuring all customers receive a first-class service. National, along with Thatcham, will offer our network a comprehensive training program ensuring that all staff are high voltage aware. National’s Intelligent Deployment System (IDS) has the ability to identify and deploy these vehicles to the appropriate repair site.”

With innovative and positive actions already in place, National is ready to lead the way in electric vehicle repairs, investing significantly in this area of repair expertise.

We’re incredibly proud to be a finalist for the Insurance Times – Claims Excellence Award. This reflects the team’s incredible hard work and dedication behind the scenes and the innovative minds who persistently review and implement successful solutions to streamline and improve the insurance claims process.

Who Are Insurance Times?

Insurance Times is a well-respected organisation that monitors and analyses businesses that are brokers, insurers and service suppliers. They provide up-to-date reports about a company’s various services with the aim of ensuring that customers are receiving honest, exceptional and fully comprehensive services.

What is the Claims Excellence Award?

The Claims Excellence Award is given to the company or individual who is actively making positive changes within the claims sector. To not only push this industry forward but to ultimately provide a better service to their customers.

“Receiving the news we have been selected as finalists for the Insurance Claims Excellence Award is an incredible achievement. Combined with our nominations for technology, we have a lot to celebrate! We are constantly driving for the ultimate digital experience within the claims industry, and we’re excited to implement even more effective and efficient solutions.”

Malcolm Banner, National Accident Repair Group

Born from the idea to bring an innovative and highly customer-focused approach to UK-wide accident repair, the company launched in 2009 and was joined shortly after by now Managing Director Malcolm Banner in 2010.

From the origins of ten regional repair groups joining forces to tender nationally, National has positively and effectively adapted to ever-changing factors, from industry delays and increased costs to the advancements in digital technology and EV vehicles. Our intuition has enabled us to steadily expand over the years, meeting our ongoing aspirations whilst maintaining strong and trusted relationships – all of which we continue to do today.

With operations led by our high-tech Doncaster offices and marketing communications based in Northampton, we have grown organically, enabling us to evolve and widen our service offerings with more room to flourish.

We continue to develop our award-winning software, delivering drastically improved customer and client journeys and uniquely providing the flexibility of self-serve; regional repair deployment has elevated our business. These improvements and bringing together over 450 bodyshops and repair centres across the UK to work with National have given us some of our proudest moments.

We’re proud to say that National is so much more than accident repair. We are a dedicated services and solutions provider with some of the industry’s leading blue-chip insurance clients partnering with us. We’ve also expanded into HGV, LCV, and electric/hybrid to meet our client’s needs, but we know there’s still lots more to do, and future changes are only just around the corner. We firmly believe the key to giving our clients and their subsequent customers the best experience is innovation and progress, ahead of market need, and this is something we will always strive to deliver on.

The industry as a whole is constantly changing; the future is technology and highly eco-conscious. With this in mind, we intend to grow in size (both in our offices and our repairers’ network), knowledge, experience and support to remain leaders in motor repair claims and trusted partners for insurers and repair centres.

We’re incredibly proud of everything we’ve achieved, and we can’t wait to see what the future holds for National.

The electric car debate is ramping up, with several recent announcements around the number of cars owned, electric vs petrol/diesel, maintenance and repairs, and how our infrastructures can adapt to boost the take-up of EV vehicles.

Numerous brands are announcing which models will evolve into electric or hybrid cars. For example, Groupe PSA pledged their Peugeot Expert, Citroen Dispatch, and Vauxhall Vivaro will be available in all-electric variants, with all new models launched offering all-electric and/or plug-in hybrids. PSA has made significant steps to becoming all-electric and is still on track to have all passenger cars and LCVs electrified by 2025.

So, what does this all mean for the accident repair industry?

With more and more brands providing electric or hybrid options, we must be prepared for its impact on the entire repair cycle. Motor repair claims are already a competitive market, and at National, we work tirelessly to keep pushing solutions from improving the customer experience to software and technology continually bettering the process. With the vast array of brands and age ranges of cars on the roads, and as more auto brands follow suit of PSA, repair centres need to be ready for anything that comes through the door.

How are National supporting EV repair claims?

We understand how quickly this technology is evolving and being implemented across the motor industry. We have quickly enhanced the knowledge and experience of our trusted network, with over 300 repair centres fully equipped with electric and hybrid capabilities. With strict minimum standards in place for technicians, repairers that offer EV services must have level 2 electric vehicles and ATA qualifications in order to work on these vehicles.

The Benefits

By doing this, National is able to extend electric and hybrid repair services to their insurer clients, too, further expanding their reach and with the unique position of being able to deploy a job to any postcode and repair centre across the UK. Customer experience is kept positive, cycle times are kept down, and overall disruption is reduced, regardless of the type of engine involved.

Judged by panels made up of experts from the fleet industry, including car manufacturers, fleet managers and fleet suppliers, the awards are a key fixture in the automotive industry awards calendar. We are very proud to have been highly commended for the Innovation Award for our weDeploy technology.

weDeploy is a cloud-based software solution fleet operators use to instantly deploy a damaged vehicle into the National repair network. From First-Notification-of-Loss (FNOL), the client can complete deployment in less than 2 minutes. Furthermore, once a deployment has been confirmed, the weDeploy system will send the correct claim information to the chosen repairer, often based on location. The application is fully customisable by the client, from branding the screens to integrating weDeploy into any other software application the client has.

The application harnesses the power of the ‘Intelligent Deployment System’ (IDS) module within National’s system, with real-time information on each of its 400+ BS 10125 accredited repairers across the UK. This is perfect for when National control the deployment and repair of the vehicle. Our system successfully deploys vehicle repairs to any given network in an automated and efficient way, digitalising the deployment journey and saving manual call centre tasks.

As one of the five categories awarded in the Techies classification, the Innovation Award recognises advances in innovation from apps to vehicles, and with award-winning software at the heart of what National do, being honoured for representing this is an accolade we will always strive for.

At National, we are consistently looking for new processes and technological developments to support the industry. Our mission to make accident repair easier, safer and more accessible will continue to take centre stage in our operations to be the repairer of choice.

Click here to learn more about our weDeploy software, or contact the National team today to implement our award-winning solution into your day-to-day processes.

National are pleased to announce the award of a contract with Direct Line Group (DLG) that incorporates motability.

Our in-house team will support the 20 Direct Line Group Auto Services centres across the UK. By working together, we can provide an efficient and premium service to customers whilst implementing solutions to reduce the claims and repair journey time.

Who Are Direct Line Group?

Direct Line Group are one of the largest insurance companies in the UK. They cover a range of insurances from home and pets to commercial and travel. They’re also experts in motor insurance, and this is where National will work with the DLG team for a smoother motor claims experience for their customers.

David Mills, Head of Motor Vehicle Fulfilment, said:

“We’re very pleased to continue working with National Accident Repair Group for vehicle repairs. We all share the same ethos of offering our customers excellent service, quality in repair and fast repair cycle times.

Malcolm Banner, Managing Director at National, added:

 

 
 

“We’re delighted that National has been selected to support DLG with their desire to minimise cycle times. The National network model, with multiple sites in urban areas and automated repair progression management, is fundamental in providing minimal key to key repair times, particularly at times of work surge.”

In this ever-evolving digital age, the customer is king. Customers have never been better informed or more equipped to take advantage of the wide range of choices open to them.

To maintain their competitive edge, businesses of all shapes and sizes across every industry must understand the importance of a customer-centric, digital approach. Or risk leaving enterprises irrelevant and obsolete. At National, we’re no exception and fully embrace optimising digital solutions to benefit our clients and their customers through seamless motor claims.

The Impact Of The “Amazon Effect”

Convenience is at the heart of most customer service interactions. This phenomenon is known as “The Amazon Effect”; digital technologies have put the customer in the driving seat, and resultantly, the pressure is on businesses to provide a seamless and customer-friendly journey that makes consumers happy to return for more. The motor claims industry has the same expectations: why shouldn’t customers expect the convenience and user-friendliness from their motor insurance claims process as they would from their other online experiences?

In an era where consumers have become accustomed to having everything they want, from the name of a song they can’t get out of their heads to a new sofa at the touch of a button, there’s no reason why they should have to endure lengthy and confusing digital motor claims.

The Demand For Seamless Digital Experiences Will Only Increase

If you think providing a seamless digital claims experience for customers is the sole responsibility of a handful of forward-thinking service providers, think again. Digital convenience is no longer seen as a novelty by consumers; it’s a necessity. We’re all looking for ways to save time, so it’s incumbent upon businesses to bring their customers an easy and convenient solution, no matter what they’re ordering, booking, claiming or checking answers for.

With the cost of UK car insurance claims hitting over £19.27 billion in 2023, the demand for more convenient repair services is extremely high and will only increase over time.

Making Quick And Easy Claims On The Go

It’s not just about creating a quicker and easier claims process for digitally aware customers; it’s also about ensuring they can complete the entire process within a few taps. Mobile phones are by far the most vital piece of technology connecting you to your customers and influencing their overall experience; they’ve dramatically changed consumer behaviours as well as their expectations. For today’s customers, there is no time but the present. As such, providers must offer quick and easy ways to initiate a motor insurance claim on the go via their smartphones.

Mobile claims handling is rising across the industry at home and abroad. Insurance providers recognise the importance of collaborating with mobile app developers to create intuitive User Experience (UX) optimised mobile platforms. This allows their customers to initiate a claims process from anywhere at any time through their trusty smartphone. This not only facilitates customer convenience but empowers customers, giving them a feeling of ownership over their claims and being informed with regular updates at every key stage of their claim.

National Are Facing The Future With A Sense Of Readiness

Technology is never a stagnant pool. It’s a roiling and turbulent sea upon which even the most forward-thinking and tech-savvy enterprises can often struggle to stay afloat. As such, while it’s essential to leverage mobile technology to facilitate user-friendly and seamless digital motor claims, it’s also vital that providers keep an eye on future and potential developments.

At National, we’ve invested in vital software, such as our Progression 2.0 solution, along with an expert team behind it. This allows us to support motor claims from the moment they’re logged through to completion, proactively spotting and preventing any issues that could cause upset, delays or unnecessary costs.

How Does The National Accident Repair Group Help Vehicle Claims?

Businesses are already experimenting with leveraging virtual and augmented reality software (collectively called Extended Reality or XR) to create more immersive customer interactions. Indeed, efficient XR experiences will create a new foundation for how enterprises interact and communicate with customers across the motor industry. But, whatever technological changes are wrought in our sector, the onus is on delivering a seamless experience that puts claimants in the driving seat and keeps them informed throughout every stage of the claims process.

At National, automatic deployment systems are available as a bolt-on to the digital claim journey. The claimant can deploy an ‘approved claim’ for vehicle repair within 4 simple steps using a computer or mobile phone. National’s technology department is here to help insurance and fleet customers by implementing and supporting a full digital claim.

Talk to National about their existing systems and how they can be used to create a seamless claims journey, from web to deployment.

We’re excited to share that National Accident Repair Group have won the Business Car’s Technology and Innovation Award in recognition of our iDeploy product and digital platform.

Who Are Business Car?

Business Car is one of the UK’s largest fleet publications that research and work with experts and companies across the industry. Competition within this category was fierce from revered technology companies such as Jarmma and Trakm8, but iDeploy, the new digital self-serve app, scooped the award.

What is iDeploy?

iDeploy enables customers to book their own repairs online with just a few simple clicks. This allows fleet drivers to conveniently and quickly choose when and where their vehicle is repaired, 24 hours per day, seven days per week, from their phone, tablet or laptop. It also provides real-time access to National’s network of more than 450 bodyshops.

Malcolm Banner, Managing Director for National Accident Repair Group said;

“It’s a fantastic honour to win the Technology and Innovation Award and is an outstanding achievement for National. It’s fantastic to get the recognition for our efforts.”

Barry Nyblen, Sales Director for National who collected the award said;

“It’s an exciting time here at National, and we look forward to coming back to the Business Car Awards with our latest innovations. We’d like to thank our team and everyone who has supported us, from our clients to our network partners.”

Since a mention in King Charle’s III Speech in 2023, there’s been a lot more talk about driverless vehicles. As a multi-million industry, several influential companies, such as Google and Tesla, are developing the latest autonomous technology for self-driving cars and trucks. All with the intention of increasing road safety and efficiency whilst reducing our impact on the planet. However, what autonomous vehicles will really mean for the world when they’re finally ready for general use is something we need to examine closely.

The development of driverless vehicles hasn’t been without accidents, including one fatal incident that led to Uber ending their self-driving car operations in Arizona (although they will continue them elsewhere). Still, many experts predict that we will have fully autonomous vehicles within the next ten years, especially with the support of the Automated Vehicles Bill 2018. However, whilst innovation is speeding ahead, we need to slow down to examine what this means for insurance coverage, maintenance, and the rules of the road.

Autonomous Vehicle Insurance

The question of what autonomous vehicles mean for insurance coverage is one that needs to be finalised before they can be made available to the general public. If an autonomous vehicle is in an accident, who is liable? Is it the driver who wasn’t technically the driver, or perhaps the manufacturer? The Automated Vehicles Bill 2018 protects drivers, stating companies will be fined for accidents where the autonomous car is at fault. Drivers will still require compulsory product liability cover, but the likelihood is that manufacturers will self-insure, as Volvo has suggested they will do. Insurance policies must adjust to help with technical developments, software problems and even issues such as hacking.

Autonomous Vehicle Maintenance

Another essential issue to consider is how autonomous vehicles might be maintained. For example, current vehicle safety standards don’t include self-driving car requirements. They will need to be updated to cover automated systems and ensure they are tested thoroughly. In the UK, MOT services will need to embrace new rules. One of the main issues to consider is whether a vehicle with autonomous capabilities would be roadworthy if the autonomous systems weren’t working, but the vehicle could still be driven manually.

In terms of actual maintenance and repair, professional vehicle repairers will also have to consider how their jobs might change. Additional skills will be required to keep up with the software and services to ensure everything runs smoothly and safely.

Autonomous Vehicles On The Road

Of course, there’s also the issue of how autonomous vehicles and other vehicles around them should behave on the road. The Highway Code will still set out the rules for autonomous vehicles and their drivers, but some changes will likely be necessary. However, rather than tightening up the rules, it could allow some to relax. For example, it could be more efficient for autonomous cars to drive closer together.

It’s also important to consider the implications of having manual and autonomous cars on the road. Everyone isn’t immediately going to have an autonomous car, so we need to consider the interactions between people driving manually and those who are letting their self-driving vehicles do most of the work. Furthermore, we need to ensure a strategic and timely plan is in place so information about these new rules and changes is accessible and rolled out effectively.

Autonomous Vehicle Drivers or Users?

A big debate is whether the person behind the wheel of an autonomous vehicle is technically a ‘driver’ or just the car’s user. At this time, legally, you must have a driving licence to use a self-driving car with the intention that you can take over as an experienced driver if needed. However, at what point is it deemed necessary to switch from autonomous to human? If there’s an accident that the driver tried to prevent, who is at fault: the self-driving vehicle or the person in the driving seat? If we get to a stage where autonomous vehicles are safe to be used by anyone, will driving licences still be required, or will there be another type of qualification to ensure you’re insured?

Despite the advancement within the industry, there are still lots of unanswered theories. There are a few self-driving test vehicles around, but autonomous vehicles won’t be on the roads for the general public for at least another few years. In the meantime, plenty of practical, legal, and ethical questions remain to be covered. At National, we’ll stay on top of these developments to keep you in the loop.