CRASH Services, Northern Ireland’s leading accident management company, have spoken of their delight after an independent external audit of their vehicle repair and hire management practices described the Belfast, Newry and Derry/Londonderry based company as ‘best in class’.
Independent auditors from Fusion Management Support Limited carried out the review of the claims handling processes, focusing on the company’s hire and repair services.
The onsite section of the examination was carried out over three days in July with two additional days of desk analysis in August 2020.
Fusion Management Support Limited has been providing industry-specific auditing for the last decade and has experience of dozens of companies competing with CRASH.
Highlights of the report include the auditor describing CRASH as “without doubt, one of the most efficient credit hire and repair service providers we have encountered.”
CRASH Services can take away all the hassle from the claims process and provide a ‘best in class’ service which; arranges vehicle recovery, collision investigation, organises repairs, provides a replacement vehicle, liaises with insurance companies and offers legal and medical assistance.
The independent consultant also found that CRASH Services’ average hire duration period in repair cases was an impressive 43% shorter than those assessed in other similar businesses.
The report will also be welcomed by insurance brokers and car repairers who appoint or recommend CRASH Services to handle their customer’s motor insurance claims.
CRASH Services has a partner network throughout NI, and Claims Manager Lisa Gribben spoke of the importance of these critical relationships to the company’s success.
Lisa commented, “The faith of those companies such as car repairing garages and insurance brokers, as well as our past customers who proactively recommend our services has been shown to be well placed by an assessment that damaged vehicles are repaired and returned back on the road over 40% quicker with CRASH than if the person had gone to another claims handling provider.”
Speaking about the efficiency of the CRASH Services claims process, the auditor noted: “a very high level of energy by the claims handlers and other actors when seeking to progress claims.”
This was, according to the auditor, “unquestionably higher than has been witnessed in other organisations.”
The independent report added, “Rarely has the consultant observed such a comprehensive control of the claims processes supported by an unerring commitment towards efficiency through procedures, systems, documentation and staff development, all embraced within an inclusive working culture.”
Summarising his findings, the auditor stated unequivocally, “It is the Consultant’s opinion that the Client [CRASH Services] provides a ‘best in class’ credit hire and repair claims solution.”
A delighted Jonathan McKeown, Chief Executive Officer at CRASH, described the results as “fantastic”.
Paying tribute to his team, Jonathan commented, “It really is a testament to the hard work of all of our people, who go above and beyond every single day to help our customers.
In nearly twenty-five years, CRASH Services has continued to grow, dealing with tens of thousands of accident victims in their time of need,” he continued.
“This is made possible by our vast network of partners; repairers, insurance brokers and legal advisors and the motor engineer assessors they work with, who together help CRASH Services be a one-stop-shop for collision victims.
As we grow, we’re also keen to forge new relationships, and we would encourage anyone in the industry who wants to, to get in touch to see how we can improve outcomes for your customers.” he added.
Michelle McGahan, Quality and Compliance Manager at CRASH Services commented, “We’re committed to following robust claims processes that promote claims management efficiency.
Ultimately, this is to ensure our customers and partner network get the best possible outcome after being involved in an incident.
And we are ecstatic that we now have an impartial affirmation of all the great work that we do.” she concluded.
Paul Cooney, Fleet & Repair Director at CRASH Services, spoke of his pride at the findings of the audit.
“We’re so proud of the team who have worked tirelessly to ensure repairs are carried out as promptly as possible.
Being described as ‘best in class’ is a real boost; we knew our service was one of a kind but reading the auditor’s report really confirms it.”
Paul continued, “As the auditor noted, we only enlist the help of repairers that we’re familiar with, so we know that work is always carried out to the highest of standards.
This provides peace of mind to drivers as well as to our partners, who know that when CRASH Services is involved, work is always carried out not just to the highest quality but also in the quickest time.
Whether you or one of your customers has been involved in a collision, by appointing CRASH Services you’ll reap the rewards of our vast experience and ultimately take the stress out of the process for all involved.” he added.
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