From March 8, NU began piloting a process to offer clients the opportunity to upgrade their standard size courtesy car at notification of accident. The insurer is piloting the process as part of a drive to improve customer service.
A letter has been sent to their repairers highlighting the procedure and their responsibilities should a customer wish to upgrade.
In the letter, repairers are reminded that the client must not be left without a vehicle if they have courtesy car cover.
Deposits can only be requested when supplying the courtesy vehicle.
Alistair Campbell, NU national network manager – supplier services, ends the letter by telling repairers:
“In summary, we all recognize that courtesy car provision is a key area where we can improve customer service and I would like to thank you in anticipation of your cooperation with this pilot. “We believe that the results of the pilot will provide a valuable insight into what we need to do together in order to increase customer service.”
Richard Ellis, head of technical claims – motor, for NU, tells AM the service is a customer-driven initiative, so that they have additional mobility provision. It is not, to his knowledge, in response to influences from the credit hire or accident management markets.
Norwich Union is the largest general insurer in the UK with an overall market share of 14% and 4.3m customers. Norwich Union insures one in five households, one in seven motor vehicles and more than 800,000 businesses in the UK.