Tag Archives: claims

UK Vehicle Accident Whiplash Claims On The Rise

New study reveals the number UK vehicle accident whiplash claims among the highest in the world.

You might have been here before. You’re sitting in the car among a long line of traffic that isn’t going anywhere fast. It’s been a tiring week and it’s raining hard outside and you’re so looking forward to finally getting home and having a nice relaxing a cup of tea. Out of no where you see a little forward motion in the traffic jam and then it happens. Someone accidentally bumps their vehicle into the back of yours and all of a sudden – you’re both having a bad day.

Hopefully for most of us this kind of incident is resolved quickly and more importantly, no one is hurt. Unfortunately ‘whiplash’ is an injury quite common with vehicle accidents. It appears however that figures released by the insurer LV reveals that UK whiplash claims as a result of car accidents are above the European average.

The UK even has a higher percentage of whiplash claims compared to the US, with nearly 80% of all injury claims seeking compensation for whiplash.

LV report that whiplash claims are estimated to cost the insurance industry £2billion a year, adding a painful £90 to every insurance policy, and that the average driver receives five calls or text messages that offer financial remuneration after a crash. One in eight are contacted by a claims management group before they had even reported the accident to their insurer!

In light of recent trends, the Government has announced it will remove the right to “general damages for soft tissue injuries”, along with increasing the upper limit for the small claims court for personal injury claims from £1,000 to £5,000. LV believes however there is more the Government needs to do to curb the number of minor injury claims that raise the premiums of all motorists.

Martin Milliner, GI Claims Director of LV=insurance said: “Government makes one change to the system and the fraudsters find a way around it – meaning further action is needed and fraud persists. The more time it takes to implement changes, the easier it makes it for fraudsters to find another loophole, hitting the pocket of the honest consumer.

“We would like to see a quick and comprehensive response from Government to implement all the Insurance Fraud Taskforce’s recommendations.

Thank you for reading this WAS Blog post on UK vehicle accident whiplash claims. Image credit Craig Sunter via Flickr.

How do we handle warranty claims?

How We Handle Claims

Many of our readers will have spoken to a member of our claims team at some point. Whether it was to gain authorisation for a claim, or them contacting you regarding a particular issue with a customer. But what goes on behind the scenes? What do we do in the background to help you and your customer?

Let’s start with the initial call to gain authorisation for a repair or servicing. It may sound obvious, but the questions we ask are all relevant to assessing whether the claim is valid. From the vehicles mileage down to the costs of parts and labour, they are all entered into our system. From that information we can identify if the part is covered on that particular level of cover, whether the claim is within the parameters for date and mileage, and if it is within the specific individual and aggregate claim value limits for that vehicle. If the claim falls within all these criteria then we will issue a unique authorisation number that ensures that we and you know that you can proceed with the repair as agreed.

If we say yes that’s the easy option, in an ideal world that would be the only option. You just carry out the repair and send the invoice to us. However, there are times when we have to say no.
These decisions are not taken lightly, they are based on what you have asked us to do. Some dealers take the view that ”if it’s not covered, it’s not covered”  so we carry out their instructions and reject any claims that aren’t covered. We are always happy to explain to either you or your customer exactly why we have rejected any claim.

Other dealers have a different approach, they may have requested that we contact them on any rejected claim or on ones that fall into certain criteria. Or sometimes we will initiate a contact to the dealer of our own volition, if we feel it is something that you should be aware of.  This allows them to make an informed decision on the claim before it escalates into a situation with an unhappy customer. That’s the beauty of what we do, we can tailor our response to what you require  to keep your customer happy.

There are also the situations where, more than likely because they are some distance away from you, that one of your customers needs to have a repair carried out at a third party garage. In this instance the garage would contact us with the details of the claim. We would liaise with the designated person at the supplying dealer so that they are fully aware of the claim.  Only when they have agreed for the repair to be carried out at the third party garage would we issue an authorisation number.  These situations can take a little longer to authorise but a lot of that is dependent on being able to speak to the designated contact, so if we are trying to contact you please reply as soon as possible as we have your customers best interest at heart. The longer we have to wait for a reply from you increases the chance of a dissatisfied customer.

Warranty Administration Services Ltd

Then there is the administrative side of what we do. Those invoices, for completed repairs and servicing,  that you post and email to us don’t just disappear into a big black hole. They are all entered against the relevant claims, all the information is verified to make sure it is as we authorised. A copy of the invoice is scanned and electronically attached to the claim and the information is all reported back to you on your monthly reports.  This is all done by the same people that you speak to for authorisation. So please don’t think we sit here just waiting for the phone to ring, there is always more going on behind the scenes than most of you will realise.

In the claims team we have all been here at WAS Ltd for more than 13 years, so many of you will have spoken to a familiar voice over that period. We like to think we have built up a good relationship with you all over that time and look forward to helping you look after your customers for many more years to come.

If you would like to know more about our Crystal Clear Warranty, or have any questions, please give us a call on 01522 515600, or click here to request an information pack.