IE asked Paul Challoner, Commercial Operations Director at Carpenters Group about providing Insurance and Legal services in the motor insurance industry, as Covid moves from pandemic to endemic.
As everyone knows, we have been through a very challenging few years in the motor insurance and motor legal industry with two influencing factors being Covid and the Whiplash Reforms.
Covid has had a significant impact on all claims services with home working tech challenges and limited recruitment into call centre and claims handling services. Further to this, reduced resource of apprentices and experts in the Bodyshop repair arena along with access to replacement vehicles due to delays in access to parts globally. Court access also experienced significant delays and all of these factors contributed to an increased claims lifecycle across the industry.
Whiplash Reforms implemented in May 2021 changed the landscape of the motor insurance industry. Carpenters Group were at the forefront of the discussions with the MIB sharing our knowledge to assist with streamlining processes. Due to the “stay at home” message, we observed claims reducing by up to 75% during some periods and over the last few years we have seen insurers and individual insurance personnel making some difficult decisions.
These challenges continue and has led to more outsourcing of the services and activities insurers historically would complete in-house such as FNOL, claims handling and third party capture services. We have also found insurers keen to improve cash flow and their debt recovery service.
How is Carpenters Group supporting the Insurers and Brokers during this recent period?
Carpenters Group offer a wide menu of insurance and legal services. We continue to work in partnership with many of our long term insurer partners and a number of new businesses to provide either long term solutions or short term pressure valve support.
Our Circle of Services illustrate some of the products we can provide across Carpenters Group but we are often discussing the specific challenges our partners face to deliver bespoke solutions.
Our expertise across various parts of the industry provides us with detailed market insight and we can monitor trends in the market and share to assist with insurer and broker strategies.
Carpenters Group Insurance Services
Carpenters Group offer a fully outsourced and branded claims department, handling own damage and third party claims.
A 24/7 – 365 FNOL service with our highly trained teams available to help your customers when they need it most, every day and every night.
We have experts making early and accurate assessments of liability leading to early identification of Third Party Intervention (TPI/TPC), deployment and monitoring of external service suppliers such as hire and repair.
We have an omni-channel claims offering that includes Web, App and Telemetry notifications with emergent automated analytics and reporting provided on a demand basis.
Customers enjoy the option of engaging with our teams via phone, email, text or via our web-based portal and smart device applications.
As a prominent provider of legal services in the industry, how have your legal teams adapted to the change in customer demand, Insurer needs and the recent changes in law?
Carpenters Group Legal Services – Claimant
Carpenters Group are the largest motor claimant law firm in the UK with hundreds of experienced legal handlers delivering first class claims services to achieve the best outcome for the customer.
Our 28 year relationships with some of the largest insurers in the UK is testament to our quality of service. Our reputation for delivering customer focussed legal service with each client being given a designated legal handler at the outset and our primary focus on quality of service to achieve the best outcome for the customer.
Our white labelled Motor Legal Expense Insurance (MLEI) provision links us with the leading MLEI underwriters in the industry and we have seen consistent growth in this area over the last few years as we adjusted to the commercial changes driven by the whiplash reforms.
Our inhouse IT team provide us with future proof tech solutions and we are successfully engaged and integrated with the OIC Portal and we adapt daily to the ongoing swells of bug fixes and enhancement requirements.
Specialist legal services
We have specialist lawyers with vast experience across the group providing personal claims expertise for serious and catastrophic injuries as well as our expert biker team have years of
experience of motorcycle claims offering support and accident aftercare to help get you back on your bike.
Our Scottish team are based in Glasgow and mirror the level of expertise and experience for our Scottish customers.
Carpenters Group Legal – Defence Services
We offer a full range of Defence services to our top UK insurer partners, from OIC & MOJ claims to large loss and catastrophic injury including criminal, credit hire and fraud specialisms.
We provide extensive market reach insight through panel positions delivering an agile know your opponent strategy and we are members of ABI, IFB and MGAA to enhance cross industry collaboration and market insight.
Our defence team provide specialist products for incubated claims, chronic pain, vulnerable road users and micro-mobility fleets
Credit Hire & Subrogated Recovery Services
We have been providing debt recovery services for over 10 years to top 5 insurers and retail banking, mobility and general insurance partners with over £70m recovered in 2021.
Our pre litigation service is supported with our expert litigators to provide a bespoke recovery solution across our in-house system delivers a frictionless process to maximise the amount recovered in the shortest time possible.
Where can we find out more about Carpenters Group and the services you provide?
BIBA 2022 – May 11th and 12th May
Carpenters Group will be on Stand F24 so please join us for drinks, nibbles, networking and refreshing conversation on the services we can provide you and your business.