Claims Management Frequently Asked Questions

• What do we mean by "claims management"?

  Firstly, claims management refers to the start-to-finish handling of the claims process. This includes recording the report of the damage, the logistics after the claim, repair of the damage, the provision of replacement cars, any disputes with the insurance company, etc. Of course, we don’t just take care of the bureaucracy, but also the people. An accident can be a very emotional event for everyone involved. We also have experience with these challenges.

  In addition, we understand claims management holistically: On the one hand, for example, we try to prevent the damage through targeted maintenance or sensitization of the drivers. On the other hand, we examine your claims process for savings potential, for example, in the case of workshop or insurance costs.

• How can claims management save money and time?

  The claims process offers great savings potential: First of all, you save time and money with an experienced partner who takes the right steps at the right time. For example, you can benefit from the low costs we have negotiated for you in our network of workshops. In the event of a repair, we check cost estimates and invoices for accuracy, so that you benefit from our technicians’ expertise: Does a particular part really need to be replaced? We assess whether the damage is even worth repairing or perhaps might be cheaper to take care of at the end of the lease via SmartRepair. We can also have your insurance analyzed by professional partners. In this way, we can determine if you are over- or underinsured, so the contracts can be renegotiated.

• What are the concrete advantages of turning your claims management over to us?
  • If there is any damage in your fleet, we will handle it from start to finish – this saves time and spares nerves.
  • Because we are quite experienced in claims management, in most cases our optimized processes allow us to keep any costs arising as a result of damage to a minimum.
  • Unfortunately, damage does not often occur during office hours. We provide your drivers with a 24-hour hotline so that they can get a quick solution in the event of a claim, in the form of a replacement vehicle, for example.
  • We take care of the bureaucratic processes for you. Claims reports, protocols, proofs, billing with insurance companies, checking cost estimates, invoices and expert opinions – we take care of everything that is important for claims processing.
  • However, we don’t just handle your claims management when something has happened. We help you to avoid the claims. For example, through training, the use of telematics or preventive maintenance.
  • All driver data is digitized and prepared in such a way that you can maintain a good and up-to-date overview in the reporting software using evaluations and detailed reports.
• What are the various phases of claims settlement?

  These are the phases of claims processing:

  1. Damage Assessment 

  As soon as the accident is reported by phone or on a smartphone app, the damage assessment  begins. All information relevant to the settlement of the damage is recorded with those involved in the accident. The accident is documented and all important parameters such as insurance, etc. are ascertained. Our claims management team is the point of contact for vehicle users, service providers and insurance companies, and can be reached 24 hours a day, 7 days a week. With years of market and specialist knowledge, they are always familiar about the latest developments and regulations. 

  2. Claim File

  After the information has been recorded, the claim file is created in the system. The claim file contains all damage-related documents, such as photos, expert opinions and recourse tables, and can be viewed online at any time in our Holman Insights fleet-management software. 

  3. Insurance Settlement 

  Once we have recorded the damage, we will report it to the respective insurance company by phone or e-mail if necessary, depending on the insurance policy. It is important that the insurer be informed of the accident as quickly as possible in order to handle it. Once the insurer has checked our information for accuracy, the contact person checks whether the damage will be covered by the insurance payout. In the case of damage caused by third parties, we hand the file over to our partner lawyer, who then fully enforces the claims with the other party involved on behalf of the customer. Depending on the damage, an agreement is usually reached quickly. If no agreement is reached, we will, of course, be at your side during the legal dispute. 

  4. Repair 

  Your fleet, whether a car or commercial vehicle fleet, is in the best of hands with us. The handling and repair (transfer, body, paint and glass) of vehicles involved in an accident are carried out via our network of workshops. In the German market, we work together with a network of claims professionals consisting of independent accident-repair companies that ensure the professional and proper repair of vehicles that have been involved in an accident. These accident-repair companies are independent contractors who are continuously evaluated and replaced if necessary.

  5. Ensuring Mobility 

  The repair or inspection of the vehicle may be protracted under certain circumstances.  Your employees usually cannot do without their vehicle during this time. To keep them mobile, we provide replacement cars. This formerly quite simple activity has turned into a professional challenge in the current situation of rental car shortages, one we are happy to take on for you.

  6. Supervision and Consultation

  Naturally, both during and at the end of claims processing we check whether everything has been billed correctly and according to the cost estimates. Often the mistakes are only visible to a trained eye. And if we see potential for optimization in your process, we will of course also inform you of this. Because even when one of your partners bills correctly, it doesn’t mean that you couldn’t streamline your costs with an alternative. The same goes for your processes. We will also be happy to advise you on how to prevent damage to your fleet.  

• What specific service do we offer in the event of damage?

  We offer these services in the event of damage

  • Assessment of damage
  • Scheduling with specialist companies
  • Examination and assessment of the cost estimate
  • Billing and correspondence with insurance company and lawyer
  • Invoice verification and payment
  • Settlement of all damages to the customer via a collective invoice
  • Support for vehicle users from the accident report through to the final conclusion of the claim
  • Organization of towing/replacement cars in the event of recovery at the scene of the accident
  • Transmission of accident data to the workshop
  • Before starting the repair, clarification of the scope of the vehicle repair or whether it is an total loss financially
  • Start-to-finish processing with insurance/leasing company
  • Reporting/documentation with the insurance company
  • Obtaining releases
  • Checking cost coverage, as well as receipt of payment
  • Dealing with lawyers
  • Creative financing of the costs of replacement cars and repairs
  • Constant quality control of all services
  • Ongoing information to all parties involved, by phone or online
  • Comprehensive claims reporting via Insights
• How does our claims-management control work?

   

  Visual Damage Assessment (assessment of damage)

  • Classification of damages into different categories:
    • Safety-relevant
    • Impairs operation
    • Visual damage with risk of consequential damage
    • Visual damage without risk of consequential damage
    • Customer has the choice of which repairs are carried out
    • Avoidance of financially inappropriate repairs
    • Leasing-compliant preparation at the end of the leasing contract

  First-party Damage (damage caused by the driver’s own company)

  • Assertion of claims for:
    • Repair costs (full/partial comprehensive)
    • Towing costs/salvage (fully comprehensive cover/assistance coverage)
    • Rental car costs (assistance coverage)
    • Return transport/safekeeping (assistance coverage)
    • Overnight stay/onward journey (assistance coverage)
    • Expert opinion (if necessary via full/partial comprehensive insurance)
    • GAP settlement (if GAP coverage exists)
  • Relief of the loss ratio by:
    • Consideration of the development of claims
    • Decreasing unit damage costs due to discounted repair
    • Agreement of a notional self-service increase (optional)

  Third-party Damage (damage caused to company vehicles by a third party)

  • Assertion of claims for:
    • Repair costs (notional or concrete)
    • Towing costs/salvage
    • Rental car costs or loss of use
    • Depreciation  
    • Expert fees/lawyer’s fees
    • Other damate-related items